BPA Featured Articles

BPA
New Partnership Asks Analytics to Hear Voice of the Customer
CallMiner announced a new partnership with IP Integration Limited (IPI) this week, which will see CallMiner technology embedded within IPI's customer …
12/14/2017



BPA
India's Recording Requirements Take Effect Next Month
2017 is coming to a close. And just after the stroke of midnight on New Year's Eve, some organizations in India are going to go KOOKOO.
12/11/2017



BPA
Alorica Turns to Verint to Hear VoC
Alorica announced it is augmenting its CX intelligence and analytics capabilities with the addition of Verint's advanced Speech Analytics technology. …
12/7/2017



BPA
Verint Doubles Up on Industry Honors
This week, Verint announced it earned a couple of different honors. First named one of the top IT innovators in Brazil as an IT Midia 100+ Innovators …
12/6/2017



BPA
Choose Speech Analytics or Second Place
Customer service is a primary focus of businesses, this we all know. But, what is enabling the modern contact center to deliver the exceptional servic…
12/1/2017



BPA
Verint Adds AI & Automation to Contact Center Operations
This week, Verint announced unveiled new automation capabilities to enable modern workers with a user-friendly way to gain access to work schedules th…
11/30/2017



BPA
Daisy Group Picks Resilient's Call Recording
Daisy Group is offering Resilient plc's business mobile call recording solutions to its unified communications customers. That prepares the U.K. suppl…
11/20/2017



BPA
TeleWare, Pennine Partner to Provide Compliant Call Recording
This week, TeleWare and Pennine announced a new partnership aimed at bringing compliant call recording solutions to the channel, which will also expan…
11/14/2017



BPA
Salesforce Adds CXone Agent to AppExchange
NICE inContact announced the CXone Agent is now available on the Salesforce AppExchange. With the addition, users gain the ability to unify the agent …
11/10/2017



BPA
MegaPath Passes 2017 HIPAA Compliance Audit
MegaPath announced its business communications services officially passed its annual HIPAA audit. This achievement demonstrates MegaPath's dedication …
11/7/2017



BPA
Verint Unveils Automated Quality Management
This week, Verint unveiled its Automated Quality Management (AQM) solution that comes as an integrated element of the Verint workforce optimization su…
11/3/2017



BPA
CallMiner Releases Eureka Success Playbooks
At the recently concluded LISTEN 17 Conference, CallMiner announced the release of a number of playbooks of its own - Eureka Success Playbooks. The pl…
10/30/2017



BPA
DMG Report Dubs Verint Perfect
This week, DMG Consultings LLC's new 2017/2018 Speech Analytics Product and Market report was unveiled, with Verint Speech Analytics earned perfect sc…
10/27/2017



BPA
Voxbone Gains Analytics Processing Power with Gridspace Partnership
This week, CaaS provider Voxbone unveiled a new partnership with Gridspace to integrate the Gridspace AI capability into the Voxbone platform as a nic…
10/27/2017



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



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