LATEST NEWS

Insurance Collections Bureau

As well as improving the customer experience, our work with USwitch also had an impact on sales performance; demonstrated by an increase in sales of 12% year-on-year across two outsourced call centres.

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Webinar: Using Quality Management to create a new, improved normal

Helen Beaumont-Manahan and Pete Dunn discuss what’s changed for Contact Centres, Quality Management and Customers, and how we can utilise that for the better.

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Special Interest Group: Exploring Empathy

Our latest SIG included a brief introduction to the topic of Empathy as a coachable Emotional Intelligence competence, and a focus on delivering feedback to remote teams.

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Quality Enabled Business Transformation

How you can utilise Quality Enabled Business Transformation to move your employees and business from a survive to a thrive mindset.

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Podcast: The 4 Pillars of an Effective Quality Framework in the Multilingual Contact Centre Setting

BPA Quality’s EMEA Quality Solutions and CX Manager Helen Beaumont-Manahan appeared on the Rutz Consulting podcast to discuss the four pillars of an effective quality framework in a multilingual contact centre.

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USwitch

As well as improving the customer experience, our work with USwitch also had an impact on sales performance; demonstrated by an increase in sales of 12% year-on-year across two outsourced call centres.

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Dignity

Our work with Dignity helps ensure that sales are being made ethically and in line with not only the FPA guidelines but also with their own exacting standards.

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Tips for self-care

These quick tips help combat stress, increase positivity and improve our wellbeing with self-care, and can be done anywhere, any time.

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Five steps to mental wellbeing

The NHS has created a wonderful ‘five steps to mental wellbeing’ graphic to help us stay calm, balanced and centred during these tricky times.

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Work-life habits – balancing work & home effectively

As we move into unprecedented times, many of us are finding ourselves working from home for the first time. Here are our tips to find the perfect work-life balance.

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