BPA Featured Articles

BPA
Call Tracking Can Drive Customer Service, Marketing, Sales Improvements
Call tracking is an effective customer service, marketing, and sales tool.
12/13/2018

BPA
Advanced QM Offers Greater Objectivity
BPA Expert Call Center Quality Assurance and Independent Analysis allows organizations to focus on coaching and feedback trends instead of listening t…
12/10/2018

BPA
Verint Unveils Automated Verification
This week, Verint announced the arrival of its patent-protected Automated Verification solution providing organizations with end-to-end health of comm…
12/7/2018

BPA
Why Positive Language Contributes to Positive CX Outcomes
The words call center agents use can make the difference between escalating an already bad situation and calming a disgruntled customer. And they can …
12/6/2018

BPA
CX: Why They Want It, How To Do It
Customer experience is a key driver of loyalty, and lots of things - including employee engagement - contribute to building positive CX.
11/27/2018

BPA
How Voice Biometrics Can Improve Customer Service
Voice biometrics is the solving customer experience problems by creating a faster and more efficient authentication process for the everyday customer.
11/21/2018

BPA
How & Why to do Quality Monitoring
Why quality monitoring matters. And what matters you'll need to address to make it work for you.
11/14/2018

BPA
Delivering the Human Factor
BPA offers Human Factor training for call center agents and leaders. It allows for quality assurance and continuous improvement.
11/13/2018

BPA
Customer Delight, Satisfaction & Retention
How to delight customers - or just satisfy them, which may be completely fine.
11/6/2018

BPA
The Value of a Professional Voice
Getting your auto-attendant and IVR prompts voiced by a professional not only *might not* be a bad idea - it's an astute move that will inform your ca…
11/5/2018

BPA
Verint Named Market Share Leader
The 2018 Workforce Management (WFM) Systems Market report was released by Pelorus Associates this week, awarding Verint with the top ranking in overal…
11/2/2018

BPA
Learning the ABCs of Customer Care
Contact center operations should also consider using automated scheduling, biometric verification, and chat to make for more hospitable customer servi…
11/1/2018

BPA
Verint Earns Top Marks
The 2018 Workforce Management (WFM) Systems Market report was released by Pelorus Associates this week, awarding Verint with the top ranking in overal…
10/31/2018

BPA
Notification on Both the Front-End and Back-End is Key to GDPR
The challenge of complying with the European Union's General Data Protection Regulation is about more than simply safeguarding user data through encry…
10/31/2018

BPA
Benchmarking Lets You Know Where You Stand; QA Helps You Stand Taller
Monitoring solutions - particularly those that employ natural language processing, and have the ability to understand and allow call center managers t…
10/29/2018

BPA
Speech Analytics - A Great, New VoC Feedback Mechanism
Surveys can be useful. But real-time speech analytics can provide more immediate voice of the customer feedback.
10/24/2018

BPA
Predictive Capabilities Deliver Savings, Security, Revenue Potential
Knowing what to expect based on relevant available data can be very beneficial in the call center.
10/18/2018

BPA
Speech Analytics: Many Use Cases & Players, A Few Important Tips
Speech analytics can go a long way toward driving improvements in contact center environments. But that's not all.
10/8/2018

BPA
Verint Enhances Community Solution
Verint - which will be a presenter at The Future of Work Expo - has enhanced its self-service Community solution.
10/5/2018

BPA
Contact Center Agents: Help Me Help You
A recent report from Dimensional Research and Squelch indicates that most customer support people want to do a good job, but may struggle to do so usi…
10/2/2018

BPA
Verint Joins One Commercial Partner Program
Verint Systems announced an expanded partnership with Microsoft, joining the One Commercial Partner Program. Membership makes for co-sell ready status…
9/28/2018

BPA
Best Practices for Call Center Quality Assurance
Call centers tend to be very controlled environments that seem to exist to meet key performance indicators. There are several best practices these fac…
9/26/2018

BPA
How To Drive Customer Engagement
Use mobile channels, social media, your own website to tell your story, demonstrate your value proposition and customer success stories, and engage wi…
9/24/2018

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

BPA
Examine Processes to Improve Conversion, CX
Showing customers love by providing them with great products and service starts as an inside job. Businesses need to create the policies and processes…
9/5/2018

BPA
Speech Analytics Improve Contact Center Efficiency
Speech analytics systems can boost contact center operational efficiency.
8/31/2018

BPA
Ensuring 911 Call Centers Are Ready to Help
In addition to providing emergency call center personnel with ease-to-use interfaces and appropriate and targeted questions to ask, organizations also…
8/28/2018

BPA
Google Duplex Makes AI Assistants Incredibly Lifelike
Artificial intelligence is not perfect. But it's pretty darned good. Just consider the AI assistant Duplex that Google demonstrated in May.
8/23/2018

BPA
Analyze Individual Experiences to Understand Total Customer Experiences
To deliver better CX, organizations should look at the user experience their individual processes and systems - like their interactive voice response …
8/21/2018

BPA
Tools & Technologies to Drive CX, Conversion, Retention
You can use automation - and artificial intelligence, machine learning, and natural language processing -to support such efforts - on the front and ba…
8/16/2018

BPA
5 Business Uses for Natural Language Processing
From a business standpoint, the most fundamental and important piece of unstructured data is text, and organizations have the potential to harness the…
8/15/2018

BPA
CUSTOMER, DMG, Others Recognize Verint
Verint Systems Inc. today got top marks in DMG Consulting's report on intelligent virtual agent solutions. The supplier also recently received a handf…
8/8/2018

BPA
What AI Requires to Meet Its Promise
The opportunities for artificial intelligence to enhance productivity and influence the future of work seem to be limitless. One place businesses are …
8/7/2018

BPA
How to Measure & Achieve FCR
First contact resolution is a good metric for gauging the extent to which an organization is easy to do business with. But what exactly is FCR and how…
8/6/2018

BPA
Agents Should Speak With Authority, Keep It Simple
Why do so many people love Costco? Why do brands pay athletes and actors to push their products? The same reasons that agents need to keep it simple a…
8/2/2018

BPA
Contact Center Trends Taking Shape
While the contact center wrestles with meeting modern customer expectations and compliance requirements, there is a brave new world ahead. Offering a …
7/27/2018

BPA
Verint Vying for Workforce Optimization Leadership
Verint has shown a commitment to equipping the contact center with the tools required to meet the rigorous demands of customer service. The workforce …
7/13/2018

BPA
Getting Ahead of Customer Complaints in the Call Center
The call center is the front line for customer service, serving as a typical initial point of contact. Each interaction poses the opportunity to build…
7/12/2018

BPA
How AI & QA Deliver Better Results
Businesses can leverage AI-based solutions to capture and identify important words and phrases in all their interactions with customers. That can help…
7/5/2018

BPA
Using Advanced Call Center Technology to Drive Results
Businesses can employ an array of call center technology to help agents carry the heavy load. At the same time, these organizations can meet their bus…
7/2/2018

BPA
Canada Revenue Agency Improves Call Centre Experiences
The Canada Revenue Agency has been working to ensure Canadian citizens get the help they need when they reach out to one of the CRA's call centres. An…
6/28/2018

BPA
Optimizing Your Contact Center for Emotive, Loyalty-boosting Conversations
When sales and service questions become complex or emotional, people still prefer speaking to a human being than to a chatbot. Learn why emotional con…
6/20/2018

BPA
How to Keep Remote Agents in the Loop
Whether a contact center agent is on the other side of the world or just miles away, they need help getting and staying up-to-speed on business tools …
6/19/2018

BPA
How Contact Centers Can Benefit from Predictive Analytics
Data mining and predictive analytics can help contact centers identify and recruit the best possible candidates. And they can enable a contact center …
6/13/2018

BPA
How to Interact with 'Grudge Customers'
BPA Quality offers tips on how to deal with "grudge customers".
5/31/2018

BPA
Choose Wisely When Deciding What Call Center KPIs to Measure
Many organizations measure certain call center-related behaviors. Yet, if you ask them why, they aren't sure why they have chosen those particular met…
5/29/2018

BPA
How to Gain Maximum Value from Call Recording
Call recording and review can go a long way toward improving agent performance and customer experiences, realizing the desired business outcomes, in c…
5/18/2018

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