BPA Featured Articles
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
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
Quality assurance can provide contact center agents with the guidance they need to treat customers respectfully, address their needs efficiently, and …
9/11/2018
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
