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.
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.
Consider This for the Best in Call Monitoring
Several key points emerge in the race to get the best in call monitoring established.
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.

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