Did you miss our exclusive live event on “Empathy in Contact Center Written Interactions” featuring the renowned Leslie O’Flahavan? Don’t worry; we’ve got you covered. Welcome to the replay of this engaging and informative session. ? What You’ll Discover: ?️ Guest Speaker Insights: Watch Leslie O’Flahavan, an expert in customer communications, share invaluable insights on the critical role of empathy in written interactions within the contact center. Speakers: Karyn Dupree, BPA Quality Neal Eggers, BPA Quality Special Guest: Leslie O’Flahavan, Principal and OwnerPrincipal and Owner of E-WRITE ..read more

? “Quality Perks” Session Now Available for Replay If you couldn’t join us live, don’t worry! The insightful session of “Quality Perks” featuring BPA Quality’s Karyn Dupree, Neal Eggers, and special guest Daniel Reed  with HB Home Services is now available for replay. ? Revisit the Insightful Discussion on “Is the Art of Conversation Dead?” Our panel of experts delved into this thought-provoking topic, exploring the intricate balance between digital communication and the human touch in customer service. It’s a must-watch for professionals keen on enhancing customer experience and quality ..read more

In an industry where the focus is often on metrics and analytics, we’re here to bring you a fresh perspective that can potentially redefine the parameters of success in contact centers. ?️ Speakers: – Karyn Dupree, BPA Quality – Neal Eggers, BPA Quality – Special Guest: Utibe Bassey, VP of Customer Experience Join us in this stirring episode where we pair up with the insightful Utibe Bassey to explore an unconventional yet crucial KPI in contact centers – Love. Get ready to immerse yourself in a conversation that merges the heart and science of customer service. ☕ Topics to be Discussed: – The ..read more

Stream Now season 2 episode 5, where we chatted with Elle Neal Data Scientist at BPA Quality UK | STEM Ambassador | Cohere AI Community Champion] about AI, Data Analytics, Coffee & Mermaids. ?️ Speakers: – Karyn Dupree, Co-host of Quality Perks – Neal Eggers, Co-host of Quality Perks – Special Guest: Elle Neal In this episode, we delve deep into the groundbreaking potential of Artificial Intelligence and Data Analytics in reshaping the contact center landscape. Our experts, Karyn Dupree and Neal Eggers, team up with the dynamic Elle Neal to provide insights that promise to revolutionize cu ..read more

In season 2 episode 4, we’ll be chatting with Vern Fernandez, a strategic alliances manager, focused on contact center agent and customer experiences and go-to-market strategies on helping stakeholders solve their challenges and maximize investments. During our discussion, we’ll discuss real-time sentiment analysis and dig deeper into agent tone. During our last discussion with Vern, he took us with him to his favorite #coffee shop and showed us how Jabra ? allow for our current #customerservice gig economy to work for the new workforce. Bring your ☕️ coffee and let’s make some ?️ NOISE! Learn ..read more

In this episode of Quality Perks, the hosts Karyn Dupree and Neal Eggers are joined by guest Matt Gryntysz. They discuss their upcoming participation at the VERINT Engage 2023 event in Las Vegas. They also talk about their coffee preferences and the importance of having a strategic vision and resources for a successful quality monitoring program. Highlights ⭐ The hosts and guest are excited about their participation at the Engage event in Las Vegas. ☕ Karyn enjoys Charleston organic medium roast coffee while Matt explores different types of coffee. ? Having the right resources and bench streng ..read more

In this episode, Shaun Marshall joins Neal Eggers & Karyn Dupree as a guest to discuss leadership and customer experience. They also touch upon the challenges of remote work and the importance of employee engagement. Highlights ☕ Neal, Karyn & Shaun talk about their coffee choices for the day. ? Shaun emphasizes the significance of continuous learning and pouring back into others as a leader. ? The hosts discuss the impact of leadership on industries and the need for attention to detail. ? Shaun highlights the importance of giving back to employees and providing them with opportunities ..read more

Quality Perks Live event where we chat about #Coffee and Call Centers. In episode 13, we’ll be chatting with Neal Topf the President of Callzilla about contact center Quality & Performance Excellence. Neal Topf Callzilla President Since 2005 Neal has led Callzilla, an outsourced contact center providing customer care and customer acquisition to top brands. Clients tap us to improve the customer experience, add channels such as live chat, gain market share among English and Spanish speakers, and more. QUICK LINKS https://twitter.com/NealTopf https://twitter.com/Callzilla #QA #Callzilla #con ..read more

Quality Perks Live event where we chat about #Coffee and Call Centers. In episode 12, we’ll be chatting with Lisa Diehl, SOCAP Director & Freshpet Director of Consumer Care about contact center networking and how it is important in adding the human element to vendor relationships. *Lisa Diehl Bio* Freshpet Director, Consumer Care Secaucus, NJ Lisa defines strategies and solutions that improve the experience of Freshpet’s Pet Parents. She has a keen focus on the enhancement of operational effectiveness and is very committed to a high-octane, fun, and collaborative work environment that focu ..read more

Quality Perks Live event where we chat about #Coffee and Call Centers. In episode 11, we’ll be chatting with Vicki Herrell, #QATC‘s (Quality Assurance & Training Connection) Executive Director about contact center employee development. We are looking forward to your questions and insights! #QA #QATC #employeedevelopment #contactcenter #CSAT #employeesatisfaction https://qatc.org/ TAKEAWAYS… Increase Company & Employee engagement by having multiple touch points each day, as often as possible. Working in a virtual environment, have your cameras on for more engagement. Rewards / Recogniti ..read more