BPA Featured Articles

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



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