BPA Featured Articles

BPA
Optimizing Your Contact Center for Emotive, Loyalty-boosting Conversations
When sales and service questions become complex or emotional, people still prefer speaking to a human being than to a chatbot. Learn why emotional con…
6/20/2018



BPA
How to Keep Remote Agents in the Loop
Whether a contact center agent is on the other side of the world or just miles away, they need help getting and staying up-to-speed on business tools …
6/19/2018



BPA
How Contact Centers Can Benefit from Predictive Analytics
Data mining and predictive analytics can help contact centers identify and recruit the best possible candidates. And they can enable a contact center …
6/13/2018



BPA
How to Interact with 'Grudge Customers'
BPA Quality offers tips on how to deal with "grudge customers".
5/31/2018



BPA
Choose Wisely When Deciding What Call Center KPIs to Measure
Many organizations measure certain call center-related behaviors. Yet, if you ask them why, they aren't sure why they have chosen those particular met…
5/29/2018



BPA
How to Gain Maximum Value from Call Recording
Call recording and review can go a long way toward improving agent performance and customer experiences, realizing the desired business outcomes, in c…
5/18/2018



BPA
BPA, Bliss: Don't Forget the Human Touch
Artificial intelligence and automation are awesome. But as we adopt AI and create policies and processes that can be triggered without human intervent…
5/11/2018



BPA
VA Tackles Veteran Suicide Epidemic with Predictive Analytics
The Veterans Affairs Department (VA) is trying to solve the ongoing crisis of millions veterans committing suicide through its REACH Vet program.
5/11/2018



BPA
Creating Reports That Enable Understanding
With some work and the right tools, you can create reports to help your business uncover what's going on in your contact center.
4/27/2018



BPA
How Agents Can Become Better Listeners
Tips agents should consider to improve call center interactions and become better representatives.
4/26/2018



BPA
Speech Analytics Provide Contact Centers Internal, External Benefits
Contact centers that embrace analytics can reduce their operating costs while keeping customer satisfaction levels high.
4/20/2018



BPA
Big Data Brings Better Results in Call Center
Artificial intelligence and sentiment analytics, for example, can flag key words and phrases uttered by callers in contact center environments, and id…
4/13/2018



BPA
Customer Service Is Going Omnichannel & More
The always-connected and, thus, empowered consumer has elevated customer service expectations. That's why call centers are becoming contact centers, m…
4/11/2018



BPA
Staying on Track with Quality Assurance
Companies are always looking for ways to enhance customer experience. Over 200 senior marketing managers contributed to a survey regarding quality ass…
4/6/2018



BPA
How to Ensure Acceptable Call Quality for Remote Agent Interactions
However, there are a few ways that call centers using remote workers can address poor call quality so it doesn't become a major barrier. Call centers …
4/4/2018



BPA
Analytics Enable Understanding, Preparedness & Improved Products and Services
Analytics can help businesses better understand their customers. That can enable them to better staff their contact centers, better outfit their field…
3/28/2018



BPA
How to Make Call Centers Work Better
Call center improvement hinges on understanding key goals, mapping KPIs to those goals, knowing where you are and where you need to go, and creating a…
3/22/2018



BPA
How to Use Psychometrics to Understand Call Center Behaviors
Psychometricians analyze call center data to help you better understand human behavior.
3/21/2018



BPA
How to Get More Out of Call Recording
Contact centers commonly record conversations with customers. But, a far fewer number of those organizations make use of those recordings to improve t…
3/15/2018



BPA
How to Implement Call Center Quality Assurance
A quality assurance program can help ensure your call center is delivering the level customer experience it desires. Of course, no one has unlimited r…
3/13/2018



BPA
AI + CX = New Value
Businesses are increasingly moving their applications to the cloud. Artificial intelligence, cloud-based contact centers, and customer experience toge…
3/9/2018



BPA
Call Centers Can Find Value in Speech Analytics
Speech analytics detect patterns in live or recorded conversations. There's lots of value in calling out this kind of detail.
3/5/2018



BPA
Words Matter: So Mind Your Ps and Qs
Words matter. Just look at what Jerry Seinfeld, USC scientists, and Psychology Today have to say about that. So, contact centers agents and managers s…
3/2/2018



BPA
BPA Quality: Great CX Happens by Design
As BPA Quality says, great customer experience doesn't happen by accident. It happens by design. And contact center experiences quality solutions can …
2/28/2018



BPA
BPA Quality Emphasizes Pro-sourcing Benefits
Quality monitoring involves much more than listening to and rating agent-customer calls, and coaching based on that. Pro-sourcing Quality puts experts…
2/23/2018



BPA
Debating ICOs and the Next Wave of Investing at The Blockchain Event
Today at The Blockchain Event in Ft. Lauderdale, TMC CEO Rich Tehrani led a panel discussion that tackled this critical question head on. Tehrani was …
2/16/2018



BPA
What the Heck is GDPR and Why Should I Care?
With trade between the US and the European Union topping $1trillion a year, the chances are that, if you are in business, you are in business with Eur…
2/12/2018



BPA
Agents Making Customers into Friends
As a contact center agent, telephone exchanges must be as meaningful as possible. The connection must feel personal, not like a hard pressing salesper…
2/9/2018



BPA
Teleperformance Wins Gold for Best Multilingual Contact Center
Teleperformance has received a 2017 European Contact Centre & Customer Service Awards. BPA Quality's Martin Teasdale was the lead judge for the Best M…
2/8/2018



BPA
Steps That May Help with TCPA Compliance
TCN suggests that cell phone scrubbing, manual dialing, predictive dialing, and call recording can help organizations comply with TCPA rules.
2/2/2018



BPA
A Little QA Can Go a Long Way
You don't have to listen in on absolutely every call center interaction to enable quality assurance. But the ability to do that on at least some calls…
1/29/2018



BPA
The Many Benefits of Speech Analytics
Speech analytics leverages solutions, which are available today, that automatically and in real time, score every call to see how it aligns with the c…
1/26/2018



BPA
How Speech Analytics Can Stem Churn, Drive Opportunity
Companies that implement speech analytics can benefit from more sales, happier customers, better first call resolution rates, and more effective agent…
1/24/2018



BPA
Newcastle Crowns Verint Its Digital Engagement Supplier
Verint is supplying the U.K. city with its digital first engagement management solution. That promises to help improve automated digital customer serv…
1/19/2018



BPA
QA Shows Who & What's Working
QA programs let's you know what's really going on. They help you measure what's important to your business. They show to what extent employees - like …
1/18/2018



BPA
International Businesses Should Consider Language Choice, Tone
Businesses call on BPA Quality to do quality monitoring of their text and voice interactions with customers in multiple languages. Helen Beaumont Mana…
1/10/2018



BPA
Understanding Performance Can Aid in Improvement
Contact centers are made up of a lot of moving pieces. So it's important to keep a constant eye on what's happening in such dynamic environments. But …
1/8/2018



BPA
Memphis Lowers 911 Wait, Enhances Quality
In case of emergency, you are supposed to call 911. But, what if calling the emergency number actually could cost you your life rather than saving it?…
1/5/2018



BPA
Verint Vaults into AI with Next IT Acquisition
Recently, Verint announced the acquisition of Next IT - A Spokane-based company that specializes in the development of conversational artificial intel…
12/27/2017



BPA
Pelorus Pegs Verint Global Market Leader
Pelorus Associates announced Verint as the global leader for contact center, back office and branch applications in its recently released report Under…
12/19/2017



BPA
The Impact of Mobile Recording Solutions on Compliance, Security and Quality Monitoring
As mobile communications become more prevalent and the ubiquitous iPhone is integrated into everyday life around the globe, mobile network operators a…
12/18/2017



BPA
New Partnership Asks Analytics to Hear Voice of the Customer
CallMiner announced a new partnership with IP Integration Limited (IPI) this week, which will see CallMiner technology embedded within IPI's customer …
12/14/2017



BPA
India's Recording Requirements Take Effect Next Month
2017 is coming to a close. And just after the stroke of midnight on New Year's Eve, some organizations in India are going to go KOOKOO.
12/11/2017



BPA
Alorica Turns to Verint to Hear VoC
Alorica announced it is augmenting its CX intelligence and analytics capabilities with the addition of Verint's advanced Speech Analytics technology. …
12/7/2017



BPA
Verint Doubles Up on Industry Honors
This week, Verint announced it earned a couple of different honors. First named one of the top IT innovators in Brazil as an IT Midia 100+ Innovators …
12/6/2017



BPA
Choose Speech Analytics or Second Place
Customer service is a primary focus of businesses, this we all know. But, what is enabling the modern contact center to deliver the exceptional servic…
12/1/2017



BPA
Verint Adds AI & Automation to Contact Center Operations
This week, Verint announced unveiled new automation capabilities to enable modern workers with a user-friendly way to gain access to work schedules th…
11/30/2017



BPA
Daisy Group Picks Resilient's Call Recording
Daisy Group is offering Resilient plc's business mobile call recording solutions to its unified communications customers. That prepares the U.K. suppl…
11/20/2017



BPA
TeleWare, Pennine Partner to Provide Compliant Call Recording
This week, TeleWare and Pennine announced a new partnership aimed at bringing compliant call recording solutions to the channel, which will also expan…
11/14/2017



BPA
Salesforce Adds CXone Agent to AppExchange
NICE inContact announced the CXone Agent is now available on the Salesforce AppExchange. With the addition, users gain the ability to unify the agent …
11/10/2017



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