Quality Perks - Call Center & Coffee Chats

Send us a text

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 / Recognition on an individual basis is more important now. Find out what motivates the individual. #donuts #wine #coffee #callcenterlife #employeesatisfaction #recognition #corporateculture #quietquitting #boomerangemployees #virtualengagement #musclemilk #caffeinefree

Neal’s Coffee: https://www.midwaycafecoffeebar.com/

Karyn’s Coffee: https://www.youtube.com/c/SFBCoffee

Vicki’s Morning Drink: https://www.musclemilk.com/

Learn more about Quality Perks, our guests & upcoming episodes by visiting our website.
If you would like to be a guest, please email us at [email protected].
As always, Have a Quality Day!

Send us a text

Tune into "Quality Perks": Heart-Centered Leadership, Empathy and Authenticity with Valerie McSorley

Dive deep into the essence of heart-centered leadership with "Quality Perks," where our hosts, Karyn Dupree and Neal Eggers, engage with the visionary Valerie McSorley. This episode takes you beyond traditional metrics, into the realm of leadership that values empathy, authenticity, and genuine connections.

Why You Can't Miss This Episode:

• Personal Insights Meet Professional Wisdom: Start with a warm, relatable introduction over coffee preferences, setting the stage for a conversation that blends personal anecdotes with transformative professional insights.
• Inspirational Stories from the Frontlines: Valerie McSorley shares her journey of empowering women and fostering connections in the digital age, offering valuable lessons on resilience and innovation.
• Empathy at the Heart of Service: Discover how a heart-centered approach to leadership can elevate customer experiences and enhance team dynamics, especially in remote and hybrid work environments.
• Practical Leadership Strategies: Learn actionable strategies for bridging the gap between management and frontline agents, emphasizing the importance of listening and supporting your team.
• A Motivating Call to Action: The episode concludes with a powerful challenge to listeners, encouraging personal growth and the fostering of positive workplace cultures.

Transform Your Leadership Approach:

This episode is more than just a discussion; it's an invitation to rethink leadership in the contact center industry. By prioritizing empathy and authenticity, you can create a more engaged, motivated team and drive exceptional customer experiences. Join us on "Quality Perks" for insights that inspire change and lead with heart.
J7loY9rc6d1CXi2uMhR9

Learn more about Quality Perks, our guests & upcoming episodes by visiting our website.
If you would like to be a guest, please email us at [email protected].
As always, Have a Quality Day!

Send us a text

Summary
In this episode of "Quality Perks Coffee & Quality Chat," Karyn Dupree, Quality Solutions Director at BPA Quality, and Neal Eggers, VP of Managed QA Services at BPA Quality discuss the engagement capacity gap with guest Gregg Stone from Verint. They explore challenges in customer interactions, employee retention, and leveraging technology for a superior customer experience.
Highlights
☕ Greg Stone, Account Executive at Verint, emphasizes the importance of brand loyalty as a key differentiator in today's market.
☕ The engagement capacity gap is defined as the challenge of managing the exponentially growing interactions, especially in the digital age.
☕ Employee retention is crucial, and flexibility in scheduling is identified as a key factor, allowing agents to build their own schedules.
☕ Leveraging AI and automation in workforce management helps streamline processes, reduce costs, and maintain a competitive edge.
☕ Customers now expect brands to be present on various communication channels and demand consistency in service across those channels.
☕ Insights from digital behavior analysis, post-interaction analysis, and survey data are essential for operational changes to enhance customer satisfaction.
☕ The engagement capacity gap narrows for organizations that understand and implement streamlined, predictive, and personalized customer experiences.

Learn more about Quality Perks, our guests & upcoming episodes by visiting our website.
If you would like to be a guest, please email us at [email protected].
As always, Have a Quality Day!

Send us a text

Summary
In this episode of "Quality Perks - Coffee & Quality Chat," hosts Karyn Dupree and Neal Eggers are joined by guests Christine Clarson and Steve Hide to discuss healthcare and the call center industry. The conversation begins with a lighthearted discussion about the hosts' beverage choices. The main focus of the discussion revolves around the challenges faced by healthcare call centers, emphasizing the complexity of patient engagement and the importance of providing quality service throughout the patient's journey. The guests highlight the unique aspects of healthcare call centers, including the need for flexibility, adherence to regulations, and the role of call center associates as integral members of the patient's care team. The conversation delves into the two phases of the patient life cycle that call centers support: pre-service activities like enrollment and benefit coverage, and post-care activities such as billing, reimbursement, and disease management. The challenges identified include documentation accuracy, HIPAA compliance, and ensuring patient compliance with prescribed therapy. The guests stress the importance of a robust quality assurance program, like the one offered by BPA Quality, in addressing these challenges and providing valuable insights for improvement.
Highlights
🎙️ Lighthearted discussion on beverage choices sets a friendly tone for the episode.
🏥 Healthcare call centers focus on patient engagement, facing unique challenges compared to traditional call centers.
🔄 Flexibility and adherence to regulations are crucial for healthcare call centers, dealing with constant changes in the industry.
🔄 Call center associates are viewed as members of the patient's care team, emphasizing the holistic approach to healthcare.
🔄 Quality program insights help address challenges like documentation accuracy, HIPAA compliance, and patient therapy compliance.
🔄 Patient life cycle involves pre-service (enrollment, benefit coverage) and post-care activities (billing, reimbursement, disease management).
🚀 Robust quality assurance programs, such as BPA Quality's, play a vital role in enhancing patient experience and addressing industry challenges.

Learn more about Quality Perks, our guests & upcoming episodes by visiting our website.
If you would like to be a guest, please email us at [email protected].
As always, Have a Quality Day!

Send us a text

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

🗓️ Agenda Recap:

1️⃣ Empathy in Written Interactions: Dive deep into the nuances of conveying empathy in written formats, including emails, chat, and social media, and understand its direct impact on customer experience.

2️⃣ Coffee Break: Enjoy a virtual coffee break as you delve into the latest trends in contact center quality monitoring, training, and customer experience management. Discover what fuels our conversations.

3️⃣ Q&A Session: Get answers to your burning questions about empathy, written communications, and more from our panel of experts.

Learn more about Quality Perks, our guests & upcoming episodes by visiting our website.
If you would like to be a guest, please email us at [email protected].
As always, Have a Quality Day!