Upcoming Events

Events

Discover insights on the essential tips and best practice in taking your QA programme to the next level.

Upcoming Training

Training courses

A range of opportunities to improve individual and team performance with our training & development consultants who are contact centre professionals.

Latest Insight

Feb 26 2025

February 2025 Client Community Webinar – The Impact of Our Words in Customer Conversations

Effective communication builds trust in every customer interaction. Our recent BPA Quality webinar explored the power of language, highlighting how Empathy + Clarity +...
Nov 25 2024

November 2024 Client Community Session – Must-Have Listening Skills for the Contact Center

Active Listening – The Contact Center’s Must-Have Skill In today’s highly competitive market, the contact center is often the front line of a business. Every customer...
Oct 28 2024

October 2024 Client Community Session – Coaching Tips for Supervisors

Enhancing Supervisory Coaching Skills with BPA Quality As part of our commitment to advancing quality interactions within contact centers, BPA Quality presents the...
Aug 22 2024

August 2024 Client Community Session – Leaving a Lasting Impression by Maximising Moments of Truth

Customer experience (CX) has become a crucial differentiator for businesses. During the recent BPA Client Community session, experts highlighted the importance of...
Aug 12 2024

July 2024 Client Community Session – Mastering World-Class 1-2-1s for Supervisors and Managers

Elevate your leadership skills with BPA Quality by mastering the art of 1-2-1s—essential touchpoints that drive performance and boost employee engagement. Discover how...
Jul 02 2024

June 2024 Client Community Webinar – Enhancing Customer Care with BPA’s Vulnerable Customer Training

Our June webinar focused on the importance of recognizing and supporting vulnerable customers within contact centers. The session delved into the “Spectrum of...
May 16 2024

May 2024 Client Community Webinar – Emotionally Intelligent Coaching

Discover how emotionally intelligent coaching can enhance agent performance and customer satisfaction in our comprehensive guide, “Emotionally Intelligent...
Apr 25 2024

Hidden Treasures – Identifying Opportunities in Your QA Program April Client Community Session

Quality assurance (QA) transcends mere compliance—it's a pivotal tool for elevating customer service. The insights shared in our April Client Community Webinar, and...
Apr 05 2024

VRS Webinar ‘Supporting Your Team in Supporting Vulnerable Customers’ 20th Feb 2024 | Helen Manahan

In an era where digital transformation is at the forefront of business strategy, this latest webinar, “Supporting Your Team in Supporting Vulnerable...
Mar 22 2024

March 2024 Client Community Session – Boosting Leadership Skills Through Coaching: Tips for Supervisors

In the latest installment of BPA Quality’s exclusive monthly webinar series for clients, the focus was squarely on empowering supervisors with advanced coaching...

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