BPA Featured Articles

BPA
NurseConnect Enables Exceptional Patient Engagement
Avella unveiled NurseConnect, a new patient support program with the aim of educating and engaging those managing health conditions with specialty dru…
10/20/2017



BPA
PTP Partners with CallMiner
This week, speech and customer analytics firm CallMiner announced a new partnership with PTP, which brings together CallMiner contact center expertise…
10/19/2017



BPA
Dialog Direct Declares 'Eureka!'
Dialog Direct selected CallMiner's Eureka platform and MyEureka solution in order to enhance its Dialog Direct platform to provide a more comprehensiv…
10/13/2017



BPA
Enhanced Verint WFO Unveiled
Verint unveiled the new and improved Verint Workforce Optimization (WFO) offering. Embracing mobile, the enhanced solution brings secure mobile access…
10/11/2017



BPA
Nexidia Analytics Adds Insight to Nimble Operations
Nimble recently announced the selection of NICE's Nexidiia Analytics solutions to improve customer service operations. Nimble will leverage Nexidia An…
10/6/2017



BPA
DFAS Deploys Click2Coach in Contact Centers
This week, the Department of Defense Finance and Accounting Service (DFAS) augmented its arsenal of workforce optimization tools in place with the dep…
10/6/2017



BPA
Resilient plc and Business Systems Partner to Provide Compliant Call Recordings
Resilient plc and Business Systems (UK) announced a partnership aimed at meeting the escalating demand for MiFID II and GDPR compliant call recording …
9/28/2017



BPA
Scorebuddy Offers Tips on CX QA
Scorebuddy co-founder says that contact center quality assurance should start with goal identification, include KPI measurement, and then entail using…
9/25/2017



BPA
Call Recorder Creates Holistic Caller Management
CallApp announced Call Recorder, a completely free caller ID and Spam blocker. In downloading the CallApp application, users can take advantage of the…
9/21/2017



BPA
BT Group Employs NICE to Revive Contact Center
The BT Group has done away with Legacy WFO Solutions and opted to employ NICE as a way to revitalize its contact center.
9/8/2017



BPA
A Wide Variety of Communications Recording Applications
Customer service, quality assurance, regulatory compliance, public safety - these functions drive the need for comprehensive communications recording …
9/5/2017



BPA
How to Keep Improving Customer Satisfaction
By evaluating agents, call centers can keep customer satisfaction, KPIs headed in the right direction.
9/1/2017



BPA
How Active Call Monitoring Addresses Harvey Flooding and Other Emergencies
Active call monitoring allows emergency service organizations to prioritize calls for help.
8/31/2017



BPA
Getting Top Dollar from Debt Collection
Rank Miner offers tips on quality assurance related to call center debt collection efforts.
8/21/2017



BPA
Five Stats That Prove Your Agents Need Better Coaching
But having the time to impart your knowledge and experience onto your agents is another story entirely. Nonetheless, you should never stop striving to…
8/21/2017



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



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