Quality Monitoring and Evaluation

BPA Featured Articles

BPA
The Art of Coaching in the Contact Center
Coaching in the contact center is about so much more than remote call monitoring of agents and offering feedback. Coaching should be performed consist…
5/22/2017



BPA
Using Quality Scorecards Effectively in Call Monitoring
Quality scorecards are a great start by themselves, but with call monitoring systems, they can become a major improving factor.
5/17/2017



BPA
Getting the Most from Call Monitoring
If it seems like too much to actually use call monitoring and similar such tools, you're likely not alone. Yet at the same time, call monitoring forms…
5/15/2017



BPA
Monitoring the Nuances of Tone and Culture in Global Communications
Businesses and their agents need to be mindful of tone, cultural and language differences throughout all global communication channels, and remote cal…
5/11/2017



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