BPA Featured Articles

Get the Most out of Call Monitoring
There are some simple practices that can make a call monitoring program the best it can be.
4/24/2017
Call Monitoring Puts "Working Hard" Over "Hardly Working"
Using a good monitoring solution, whether it's in-house or contracted out to a third-party remote call monitoring services provider, supervisors can listen in on agent calls in real-time. They can even monitor instant messages between an agent and a customer when utilizing Cisco Jabber or Microsoft Lync.
4/19/2017
Consider This for the Best in Call Monitoring
Several key points emerge in the race to get the best in call monitoring established.
4/18/2017
A Guide to Multi-Channel Customer Service
As we know, customer engagement is an important aspect of all interactions. A multi-channel approach is a great way to engage customers, but it's important to remember that with more channels comes more need for quality monitoring.
4/11/2017

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