BPA Featured Articles
You can use automation - and artificial intelligence, machine learning, and natural language processing -to support such efforts - on the front and ba…
8/16/2018
From a business standpoint, the most fundamental and important piece of unstructured data is text, and organizations have the potential to harness the…
8/15/2018
Verint Systems Inc. today got top marks in DMG Consulting's report on intelligent virtual agent solutions. The supplier also recently received a handf…
8/8/2018
The opportunities for artificial intelligence to enhance productivity and influence the future of work seem to be limitless. One place businesses are …
8/7/2018
First contact resolution is a good metric for gauging the extent to which an organization is easy to do business with. But what exactly is FCR and how…
8/6/2018
Why do so many people love Costco? Why do brands pay athletes and actors to push their products? The same reasons that agents need to keep it simple a…
8/2/2018
While the contact center wrestles with meeting modern customer expectations and compliance requirements, there is a brave new world ahead. Offering a …
7/27/2018
Verint has shown a commitment to equipping the contact center with the tools required to meet the rigorous demands of customer service. The workforce …
7/13/2018
The call center is the front line for customer service, serving as a typical initial point of contact. Each interaction poses the opportunity to build…
7/12/2018
Businesses can leverage AI-based solutions to capture and identify important words and phrases in all their interactions with customers. That can help…
7/5/2018
Businesses can employ an array of call center technology to help agents carry the heavy load. At the same time, these organizations can meet their bus…
7/2/2018
The Canada Revenue Agency has been working to ensure Canadian citizens get the help they need when they reach out to one of the CRA's call centres. An…
6/28/2018
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
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
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 Quality offers tips on how to deal with "grudge customers".
5/31/2018
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
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
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
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
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
Tips agents should consider to improve call center interactions and become better representatives.
4/26/2018
Contact centers that embrace analytics can reduce their operating costs while keeping customer satisfaction levels high.
4/20/2018
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
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
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
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
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
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
Psychometricians analyze call center data to help you better understand human behavior.
3/21/2018
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
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
Businesses are increasingly moving their applications to the cloud. Artificial intelligence, cloud-based contact centers, and customer experience toge…
3/9/2018
Speech analytics detect patterns in live or recorded conversations. There's lots of value in calling out this kind of detail.
3/5/2018
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
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
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
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
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
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
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
TCN suggests that cell phone scrubbing, manual dialing, predictive dialing, and call recording can help organizations comply with TCPA rules.
2/2/2018
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
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
Companies that implement speech analytics can benefit from more sales, happier customers, better first call resolution rates, and more effective agent…
1/24/2018
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
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
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
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
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
