BPA Featured Articles

BPA
The Importance of Reporting & Analytics in Call Monitoring
One of the key components needed for successful call monitoring is reporting and analytics. Recording all calls is step one when it comes to collectin…
8/16/2017



BPA
Nine Points to Keep in Mind when Monitoring Calls
According to The Call Evaluation Model, which is a registered trademark of Resource International, there are nine key ingredients on which to base a c…
8/15/2017



BPA
The Importance of Monitoring KPIs in the Contact Center
By keeping a close eye on agent performance through call monitoring and quality assurance practices, agents can ensure that agents are meeting KPIs an…
8/9/2017



BPA
Best Practices in 3rd Party Remote Call Monitoring
Here are a couple best practices to keep in mind when implementing 3rd party remote call monitoring solutions into a contact center.
8/7/2017



BPA
How Effectively Are You Monitoring Calls?
There are a number of benefits to 3rd party remote call monitoring. The tech allows managers to listen in on calls in real time, consult recordings fo…
8/2/2017



BPA
Call Monitoring: The Consumer Perspective
When talking about 3rd party remote call monitoring, it's easy to focus on how it benefits the agents. But what about the flip side of the coin? Call …
7/31/2017



BPA
Transforming CX from Cost to Profit Center
BPA Quality offers advice on how to turn customer service from a cost center into a profit center.
7/27/2017



BPA
QA Contributes to Brand Success
There are several components that contribute to a brand's overall success. Targeted marketing, creative advertising, product quality, stellar customer…
7/25/2017



BPA
How to Improve Call Center Quality
At the end of the day, agents are supposed to be providing quality customer service that will keep consumers coming back for more. But how can call ce…
7/20/2017



BPA
Tips for Effective Call Quality Monitoring
Call quality monitoring is an essential practice within contact centers and other organizations. It's a great way for managers to keep track of what t…
7/18/2017



BPA
Browser-based Call Monitoring Empowers Remote Workers
One form of monitoring that's grown increasingly popular over the years is browser based call monitoring. This solution does exactly what the name sug…
7/12/2017



BPA
Verint Partners with NewVoiceMedia for Better CX
The popularity of WFM is leading many companies to team up with one another. The latest partnership was revealed today when NewVoiceMedia, a provider …
7/10/2017



BPA
The Benefits of a Hybrid Approach to QA
Quality assurance is a vital part of any call center operation, as it ensures that all customer interactions go smoothly. Without constant quality che…
7/6/2017



BPA
Call Monitoring: The Backbone of Agents and Sales Reps
3rd party remote call monitoring is applicable in several scenarios. However, it's most useful in telemarketing and the call center. Some agents or sa…
7/3/2017



BPA
How Many Calls Should You Monitor Each Week?
BPA Quality believes that the right number of calls to monitor is "as many as it takes to improve performance, while not exceeding the cost of quality…
6/28/2017



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



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