Quality Monitoring and Evaluation

BPA Featured Articles

BPA
Call Monitoring: An Agent's Friend or Foe?
There tends to be a stigma surrounding call monitoring for quality assurance purposes. For the most part, the idea makes agents uncomfortable because …
6/27/2017



BPA
Improve the Call Center With Call Monitoring
Using call monitoring systems can mean the difference between success and failure in this increasingly valuable part of an operation.
6/21/2017



BPA
Verint Leads Back Office WFO
Verint Systems Inc. is the top workforce optimization solution provider in the back office/branch sector based on sales, according to a new study by D…
6/19/2017



BPA
UK Real Estate Company Improves Quality Scores with BPA Quality Services
With the help of third-party remote call monitoring company BPA Quality, Radian achieved a 12.43 percent customer experience quality score improvement…
6/13/2017



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