Quality Expert Series

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Cost Centre or Profit Centre? When Quality Becomes an Agent for Change.2ee2ae9  June 20, 2016

By Alex Bobba, Director at BPA Quality

 

Maximizing the Effectiveness of Quality Scorecards  June 6, 2016
By Martin Teasdale, Quality Solutions Director UK at EMEA at BPA Quality

 

Daily Fantasy Sports and the Fallacy of Customer Service Metrics
By Craig Antonucci, Chief Customer Officer at BPA Quality
  A Friend’s Advice for Surviving Reporting
By Diana Aviles, Operations Manager, Speech Analytics at BPA Quality
Go Psycho on Your Contact Center
By Craig Antonucci, Chief Customer Officer at BPA Quality
3 Different Types of Quality Programs … Which is best for your customers?
By Karyn Dupree, Director of Quality Solutions and Social Media at BPA Quality
EES, ESAT, ENPS = CES, CSAT, NPS
By Andrew Mutch, Chief Customer Officer UK
 Adventures in Speech Analytics – An Introduction
By Diana Aviles, Operations Manager, Speech Analytics at BPA Quality
 2ee2ae9Audit to Insight: from ‘box check’ to driving business tranformation
By Alex Bobba, Director at BPA Quality
 01a26d1Trends for the Future of Learning and Development
By Yvette Renda, VP of Training Excellence at BPA Quality
Customer Service Lessons from an Airport Beer
By Craig Antonucci, Chief Customer Officer at BPA Quality
 Can the Greatest Rock Songs ever teach us about Customer Experience?
By Craig Antonucci, Chief Customer Officer at BPA Quality
 Call Mot (USA = Car Inspection)
By Ewa Murphy, Production Team Leader at BPA Quality
 IMG_1271Is Service a priority in your Quality Program?
 By Stephanie Taylor, Director of Client Services at BPA Quality
 IMG_1104UK Contact Centre Leaders Share their View on the Definition of Quality
 By Martin Teasdale, Quality Solutions Director UK at EMEA at BPA Quality
“When is my next coaching session?”
By Ewa Murphy, Production Team Leader at BPA Quality
Are you winning the Customer Experience World Cup?IMG_1173
By Karyn Dupree, Director of Quality Solutions and Social Media at BPA Quality
 David Blackwell, Owner & President of BPA QualityA Moving Journey – Customer Effort in the Contact Center
By David Blackwell, President & Owner at BPA Quality
Was “The Matrix” right, are your customers naturally miserable?
By Craig Antonucci, Chief Customer Officer at BPA Quality
The Spinal Tap Approach to Customer Service
By Craig Antonucci, Chief Customer Officer at BPA Quality
 01a26d1The Do’s and Don’ts of a “Quality” Quality Assurance Program
By Yvette Renda, VP of Training Excellence at BPA Quality
2ee2ae9When a spectator sees more of the game
By Alex Bobba, Director at BPA Quality
5 ways to keep and win customersIMG_1173
By Karyn Dupree, Director of Quality Solutions and Social Media at BPA Quality
  Your best idea isn’t yours
By Craig Antonucci, Chief Customer Officer at BPA Quality
It’s all about the experience
By Andrew Mutch, Chief Customer Officer
05e87097eaef64132c1b1b5cda917faa Encouraging employee engagement in your contact centre
 By Martin Teasdale, Quality Solutions Director UK & EMEA at BPA Quality
David Blackwell, Owner & President of BPA QualitySorry I wasn’t listening …
By David Blackwell, President & Owner at BPA Quality
 You Need a Coach
By Craig Antonucci, Chief Customer Officer at BPA Quality
 Sell Yourself
By Craig Antonucci, Chief Customer Officer at BPA Quality
 01a26d1What is the Role of the Coach in the Contact Center
By Yvette Renda, VP of Training Excellence at BPA Quality
 SONY DSCTrue Vision in Quality Monitoring
By Giovanni Aguirre, VP Operations at BPA Quality