Upcoming
Events
Discover insights on the essential tips and best practice in taking your QA programme to the next level.
Upcoming
Training courses
A range of opportunities to improve individual and team performance with our training & development consultants who are contact centre professionals.
Personalizing Customer Engagement
Personalizing Customer Engagement
Date July 24, 2025Time 9:00 am - 12:00 pm EDTOrganizer BPA QualityCategory Training - Customer Experience
Harnessing the Human Element in Customer Interactions
Harnessing the Human Element in Customer Interactions
Date July 29, 2025Time 9:00 am - 12:00 pm EDTOrganizer BPA QualityCategory Training - Customer Experience
Personalizing Customer Engagement
Personalizing Customer Engagement
Date August 7, 2025Time 9:00 am - 12:00 pm EDTOrganizer BPA QualityCategory Training - Customer Experience
Harnessing the Human Element in Customer Interactions
Harnessing the Human Element in Customer Interactions
Date August 12, 2025Time 9:00 am - 12:00 pm EDTOrganizer BPA QualityCategory Training - Customer Experience
Personalizing Customer Engagement
Personalizing Customer Engagement
Date August 21, 2025Time 9:00 am - 12:00 pm EDTOrganizer BPA QualityCategory Training - Customer Experience
Harnessing the Human Element in Customer Interactions
Harnessing the Human Element in Customer Interactions
Date August 26, 2025Time 9:00 am - 12:00 pm EDTOrganizer BPA QualityCategory Training - Customer Experience
Latest
Mar
20
2025
March 2025 Client Community Webinar – Right First Time? Impacts of FCR
Thank You for Joining Our March 2025 Webinar! A heartfelt thank you to everyone who attended our March 2025 First Contact Resolution (FCR) Client Community Webinar. We...
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...