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BPA Featured Articles

BPA
Receiving & Responding to Customer Feedback at the Moment of Truth
The most important time for companies and their employees to receive and respond to customer feedback is when the customer is right in front of them.
9/21/2018

BPA
QA Frameworks Bring Value to Contact Centers
Hiring good people, outfitting them with the right tools and training to get the job done, and supporting them by creating the right culture and posit…
9/12/2018

BPA
Why QA Should Be Part of Every Outsourcing Experience
Quality assurance can provide contact center agents with the guidance they need to treat customers respectfully, address their needs efficiently, and …
9/11/2018

BPA
How AI Can Aid in First Call Resolution
First call resolution is an important term. It's also a somewhat muddy one. But organizations that can get FCR right stand to clean up big time.
9/6/2018

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