BPA Featured Articles
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
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
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
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
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
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 Quality offers advice on how to turn customer service from a cost center into a profit center.
7/27/2017
There are several components that contribute to a brand's overall success. Targeted marketing, creative advertising, product quality, stellar customer…
7/25/2017
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
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
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
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
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
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 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
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
