BPA Featured Articles

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

BPA
BPA, Bliss: Don't Forget the Human Touch
Artificial intelligence and automation are awesome. But as we adopt AI and create policies and processes that can be triggered without human intervent…
5/11/2018

BPA
VA Tackles Veteran Suicide Epidemic with Predictive Analytics
The Veterans Affairs Department (VA) is trying to solve the ongoing crisis of millions veterans committing suicide through its REACH Vet program.
5/11/2018

BPA
Creating Reports That Enable Understanding
With some work and the right tools, you can create reports to help your business uncover what's going on in your contact center.
4/27/2018

BPA
How Agents Can Become Better Listeners
Tips agents should consider to improve call center interactions and become better representatives.
4/26/2018

BPA
Speech Analytics Provide Contact Centers Internal, External Benefits
Contact centers that embrace analytics can reduce their operating costs while keeping customer satisfaction levels high.
4/20/2018

BPA
Big Data Brings Better Results in Call Center
Artificial intelligence and sentiment analytics, for example, can flag key words and phrases uttered by callers in contact center environments, and id…
4/13/2018

BPA
Customer Service Is Going Omnichannel & More
The always-connected and, thus, empowered consumer has elevated customer service expectations. That's why call centers are becoming contact centers, m…
4/11/2018

BPA
Staying on Track with Quality Assurance
Companies are always looking for ways to enhance customer experience. Over 200 senior marketing managers contributed to a survey regarding quality ass…
4/6/2018

BPA
How to Ensure Acceptable Call Quality for Remote Agent Interactions
However, there are a few ways that call centers using remote workers can address poor call quality so it doesn't become a major barrier. Call centers …
4/4/2018

BPA
Analytics Enable Understanding, Preparedness & Improved Products and Services
Analytics can help businesses better understand their customers. That can enable them to better staff their contact centers, better outfit their field…
3/28/2018

BPA
How to Make Call Centers Work Better
Call center improvement hinges on understanding key goals, mapping KPIs to those goals, knowing where you are and where you need to go, and creating a…
3/22/2018

BPA
How to Use Psychometrics to Understand Call Center Behaviors
Psychometricians analyze call center data to help you better understand human behavior.
3/21/2018

BPA
How to Get More Out of Call Recording
Contact centers commonly record conversations with customers. But, a far fewer number of those organizations make use of those recordings to improve t…
3/15/2018

BPA
How to Implement Call Center Quality Assurance
A quality assurance program can help ensure your call center is delivering the level customer experience it desires. Of course, no one has unlimited r…
3/13/2018

BPA
AI + CX = New Value
Businesses are increasingly moving their applications to the cloud. Artificial intelligence, cloud-based contact centers, and customer experience toge…
3/9/2018

BPA
Call Centers Can Find Value in Speech Analytics
Speech analytics detect patterns in live or recorded conversations. There's lots of value in calling out this kind of detail.
3/5/2018

BPA
Words Matter: So Mind Your Ps and Qs
Words matter. Just look at what Jerry Seinfeld, USC scientists, and Psychology Today have to say about that. So, contact centers agents and managers s…
3/2/2018

BPA
BPA Quality: Great CX Happens by Design
As BPA Quality says, great customer experience doesn't happen by accident. It happens by design. And contact center experiences quality solutions can …
2/28/2018

BPA
BPA Quality Emphasizes Pro-sourcing Benefits
Quality monitoring involves much more than listening to and rating agent-customer calls, and coaching based on that. Pro-sourcing Quality puts experts…
2/23/2018

BPA
Debating ICOs and the Next Wave of Investing at The Blockchain Event
Today at The Blockchain Event in Ft. Lauderdale, TMC CEO Rich Tehrani led a panel discussion that tackled this critical question head on. Tehrani was …
2/16/2018

BPA
What the Heck is GDPR and Why Should I Care?
With trade between the US and the European Union topping $1trillion a year, the chances are that, if you are in business, you are in business with Eur…
2/12/2018

BPA
Agents Making Customers into Friends
As a contact center agent, telephone exchanges must be as meaningful as possible. The connection must feel personal, not like a hard pressing salesper…
2/9/2018

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