BPA Featured Articles
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
Using call monitoring systems can mean the difference between success and failure in this increasingly valuable part of an operation.
6/21/2017
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
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
There's value in using remote agents, but also value in using call monitoring with them.
6/12/2017
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
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
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
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
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
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
Quality scorecards are a great start by themselves, but with call monitoring systems, they can become a major improving factor.
5/17/2017
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
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
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
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
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
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
There are some simple practices that can make a call monitoring program the best it can be.
4/24/2017
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
Several key points emerge in the race to get the best in call monitoring established.
4/18/2017
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
A new study reveals limited growth ahead for call monitoring and contact center technologies thanks to uncertainty in the market.
4/11/2017
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
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
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
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
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
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
Businesses of all sizes, in all types of industries, struggle to achieve optimized performance because of organizational silos. An operational framewo…
3/16/2017
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
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
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
Independent contact center quality monitoring and evaluation, which is provided by third-party remote call monitoring services companies, focuses on p…
3/2/2017
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
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
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
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
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
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
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
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
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
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
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
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
Third-party remote call monitoring service providers have one job: to uncover business intelligence that helps companies improve the customer experien…
1/17/2017
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
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
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
