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



BPA
Remote Call Center Employees Benefit from Call Monitoring
There's value in using remote agents, but also value in using call monitoring with them.
6/12/2017



BPA
Real-Time Call Monitoring Helps Prevent Problematic Calls
Real-time call monitoring has a number of benefits over after-the-fact monitoring. Managers can receive alerts that a call is becoming a problem based…
6/7/2017



BPA
Why Every Contact Center Needs 3rd Party Remote Call Monitoring
Remote call monitoring solutions come with features all their own, such as silent remote listening and live whisper. These two features enable manager…
6/6/2017



BPA
Remote Call Monitoring Integral to Call Center QA
Quality assurance (QA) is a vital process in the contact center, and third-party remote call monitoring solutions are critical to successful QA deploy…
6/2/2017



BPA
Before You Monitor for Quality, Define "Quality"
Your quality program, whether it's in-house or through a third-party remote call monitoring partner, can collect the calls for you and help you organi…
6/1/2017



BPA
Quality Assurance is Primary Objective of Call Monitoring
The primary goal of any remote call monitoring solution should be quality assurance, and third-party companies are well positioned to provide the best…
5/25/2017



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



BPA
Quality Monitoring is About Both Collecting and Disseminating Information
Contact centers have a lot of data at their disposal today, and managers can quickly become overwhelmed when trying to collect it and understand its r…
5/9/2017



BPA
Speech Analytics Complement Traditional Quality Monitoring
Whether you do your own quality monitoring or employ a third-party remote call recording services provider, speech analytics are relevant and can prov…
5/4/2017



BPA
Call Monitoring Isn't Just About Agent Performance
If contact center managers lack the time to analyze calls for customer behavior - they probably already have their hands full ensuring agent performan…
5/2/2017



BPA
QA Technology Combined with Agent Training Improves Call Monitoring
A combination of quality assurance (QA) technology tools, agent training and proper management will improve the call monitoring process and ensure QA …
4/26/2017



BPA
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



BPA
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 l…
4/19/2017



BPA
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



BPA
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 impo…
4/11/2017



BPA
Call Monitoring a Major Part of Contact Center Growth
A new study reveals limited growth ahead for call monitoring and contact center technologies thanks to uncertainty in the market.
4/11/2017



BPA
Customer Engagement Hub Becoming Important Part of Omnichannel Service
The rise of omnichannel customer services is creating disruption in the contact center space as organizations employ customer engagement hubs (CEHs) o…
4/5/2017



BPA
How Often Should You Monitor for Quality in the Contact Center?
Managers may not have the time to monitor, score and coach on a daily basis, but third-party remote call monitoring can turn the process into a daily …
4/4/2017



BPA
Customer Touchpoints Matter More Than You Might Think
Whether consciously or not, every time your customer brushes up against your organization they are giving you a rating. Truth be told, customers are r…
3/27/2017



BPA
Guidelines for Positive Social Media Customer Interactions
By following some simple guidelines, businesses can take full advantage of all the opportunities of social media while also handling customer complain…
3/27/2017



BPA
Remote Call Monitoring Ensures Quality Across All Channels
Call monitoring cannot show the whole picture of a customer relationship. To ensure that quality is being held to high standards across all channels, …
3/21/2017



BPA
Call Monitoring Makes for Better Car Service Quality
A new JD Power report finds that service quality and customer satisfaction are going up, and call monitoring has a role to play.
3/20/2017



BPA
Operational Framework is Key to Breaking Down Business Silos
Businesses of all sizes, in all types of industries, struggle to achieve optimized performance because of organizational silos. An operational framewo…
3/16/2017



BPA
Integration and Monitoring Ensure Customers Aren't Repeating Themselves
To be sure your organization is getting it right, quality monitoring - either software-based call recording solutions or remote third-party call monit…
3/13/2017



BPA
Better Care Will Bring Customers Back for More
Getting repeat customers is worth more than anything today. How can you make this happen while still delivering quality care at every touch point? Her…
3/6/2017



BPA
Tips for Creating Successful, Usable Chatbots
Like any customer support channel, it needs to be continually monitored for quality. Ensure that your current quality monitoring platform includes the…
3/6/2017



BPA
Quality Monitoring Becomes Complex with New Channels
Independent contact center quality monitoring and evaluation, which is provided by third-party remote call monitoring services companies, focuses on p…
3/2/2017



BPA
Implementing a Voice of the Customer Program
The "voice of the customer," or VOC, is becoming more of a focus in enterprises today. The goal is to listen to the customers' own voices - in recordi…
3/1/2017



BPA
What Does "Quality" Mean to Your Contact Center?
Your quality monitoring program should have a clear definition of what you expect agents to do, and whether their performance is hitting the mark on s…
2/23/2017



BPA
Agents' Tone Can Matter to Call Quality
Where managers can't listen to more than a few calls a month (or a quarter), more regular human monitoring may be required. Third-party remote call mo…
2/22/2017



BPA
Include Social Media as Part of a Quality Monitoring Program
Companies can employ workers internally to monitor social conversations, or they can include social media as part of a remote third-party call monitor…
2/14/2017



BPA
Call Monitoring Identifies What's Important to Your Customers
You may not even be aware of your organization's biggest roadblocks to customer support excellence. Before you begin to remove them, you need to ident…
2/13/2017



BPA
Are You Doing Enough for Young Consumers?
Businesses today know that customers are the most important focal point when it comes to success. Keeping them happy in every aspect of their relation…
2/9/2017



BPA
Automation Cannot Replace Human Quality Monitoring
Can artificial intelligence truly monitor the quality of a transaction (with an eye toward a positive customer experience) that will please a human be…
2/7/2017



BPA
Is Self-Service Helping or Harming Your Operations?
Is self service really working for your call center? How can you tell? You'll need call monitoring to help you understand how to improve operations an…
1/31/2017



BPA
It's Time to Determine if Chatbots Are Working
Companies using chat bots need to be in a position to measure whether their bots are actually working and benefiting customer relationships (and not h…
1/30/2017



BPA
Digital Engagement for the Win
A recent study from Verint Systems uncovered that customers today are demanding digital engagement from service providers and will easily switch provi…
1/25/2017



BPA
Speech Analytics Via Third-Party Remote Call Monitoring
While some contact center quality monitoring solutions have features that allow for speech analysis, a company looking to implement a program on a lar…
1/24/2017



BPA
Customer Service Failures: You Can't Blame the Agents
Companies hiring new agents for their call center have a unique responsibility to ensure they are getting the right training and coach to succeed in t…
1/17/2017



BPA
Monitor All Channels Across the Entire Customer Experience
Third-party remote call monitoring service providers have one job: to uncover business intelligence that helps companies improve the customer experien…
1/17/2017



BPA
Call Center Agents: You Can't Do it Without Them
Call center employees are the most important asset. Companies should be paying more attention to them and their needs, and call monitoring is the ulti…
1/12/2017



BPA
Small Changes Reap Big Rewards for the Customer Experience
If you monitor with recording and quality monitoring or third-party remote call monitoring, start listening to the language your agents are using. You…
1/9/2017



BPA
Too Much Call Center Data: What to Do
If you want your business to succeed in 2017 you need to start getting serious about data and how to use it. Working with a 3rd party professional wit…
1/6/2017



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