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Filed under: 3rd Party Monitoring, Calibration, Coaching, Customer Experience, Customer Loyalty, Customer Satisfaction Survey, Global Quality, Human Element, KPIs, Managed QA Services, Speech Analytics, Training, United Kingdom Tagged: #cctr, #custserv, 3rd party call monitoring, Calibration, Call Center, Call Center Training, Call Monitoring, CSAT, Human Element BPA Quality, Managed QA Services, ...
Here at BPA Quality, one of the services we offer under the umbrella of managed quality services is to unde rtake large-scale quality monitoring of text and voice interactions in multiple languages. On some global, multi-lingual projects, the client expectation is that agent tone should remain consistent, regardless of the customer’s language or chosen contact channel. […]
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