Quality Perks - Call Center & Coffee Chats

Hosted by BPA Quality - Quality Crew

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Latest episode

Feb 2024

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About the show

Quality Perks is a special series hosted by Karyn Dupree and Neal Eggers, presented by BPA Quality. This unique program invites top leaders and experts from the contact center industry to engage in insightful discussions. While delving into the nuances of the contact center field, the hosts and their distinguished guests also share their passion for coffee. Quality Perks combines industry insights with a casual and enjoyable conversation about the world of coffee, creating a platform where professionals can exchange ideas, knowledge, and personal interests in a relaxed and informative setting.

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21 recent

February 15, 2024Episode 127 min

S3 Ep1 Quality Perks Crew Discusses Heart-Centered Leadership with Valerie McSorley

Send 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: 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. Learn more about BPA Quality at BPAQuality.com . If you would like to be a guest, please email Karyn Dupree at Karyn.Dupree@BPAQuality.com . As always, Have a Quality Day!

December 18, 2023Episode 823 min

S2 Ep8, Quality Perks with Leslie O’Flahavan – E-WRITE Owner

Send 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 BPA Quality at BPAQuality.com . If you would like to be a guest, please email Karyn Dupree at Karyn.Dupree@BPAQuality.com . As always, Have a Quality Day!

November 15, 2023Episode 723 min

S2 E7, Quality Perks with Daniel Reed, Customer Care Manager at HB Home Services - Nov 15, 2023

Send a text 🔁 “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 assurance. 🔗 Why Watch the Replay? Access valuable insights from industry leaders. Discover strategies to elevate your customer interactions. Learn from the experiences of seasoned professionals in the field. 📅 Available Now on YouTube 📢 Share with Your Network Know someone who would benefit from this discussion? Share the replay with them. It’s an invaluable resource for anyone interested in keeping the art of conversation alive in our digital world. #CustomerExperience #QualityAssurance #EventReplay #BPAQuality #DigitalConversations Learn more about BPA Quality at BPAQuality.com . If you would like to be a guest, please email Karyn Dupree at Karyn.Dupree@BPAQuality.com . As always, Have a Quality Day!

October 4, 2023Episode 621 min

S2 Ep6, Quality Perks with Utibe Bassey, VP of Customer Experience with Dominion Power - Oct 4, 2023

Send a text 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 Concept of Love as a Key Performance Indicator in Contact Centers – Leveraging Empathy and Compassion in Customer Interactions – The Perfect Brew: Integrating Love KPI with Traditional Metrics for a Holistic Approach – Coffee Conversations: Stirring Discussions over a Cup of Warmth 🌟 Why You Should Watch? Delve into the transformative concept of integrating ‘Love’ as a KPI to enhance the quality of interactions between customers and agents. Explore how this innovative approach can foster deeper connections and elevate customer experience. #BPAQuality #QualityPerksSeries #LoveAsAKPI #CustomerExperience #CoffeeConversations Learn more about BPA Quality at BPAQuality.com . If you would like to be a guest, please email Karyn Dupree at Karyn.Dupree@BPAQuality.com . As always, Have a Quality Day!

September 26, 2023Episode 524 min

S2 Ep5, Quality Perks with Elle Neal, Data Scientist & STEM Ambassador - Sept 26, 2023

Send a text 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 customer experience management. ☕ What’s Brewing: – Harnessing the Power of AI in Enhancing Customer-Agent Interactions – Leveraging Data Analytics for Actionable Insights – Special Segment: Coffee & Mermaids – A Conversation on Innovation and Inspiration 🤝 Join us for an engaging and insightful session filled with quality perks ☕️ that will inspire you to think beyond the conventional boundaries. Stay tuned for an invigorating discussion complemented by some coffee and mermaid AI tales to keep the spirits high and the conversation flowing! #BPAQuality #QualityPerksSeries #AI #DataAnalytics #CustomerExperienceManagement #CallCenterQANews Links discussed: There’s an AI For That Mermaid AI for Mindmaps 🧜🏽‍♀️ Learn more about BPA Quality at BPAQuality.com . If you would like to be a guest, please email Karyn Dupree at Karyn.Dupree@BPAQuality.com . As always, Have a Quality Day!

July 13, 2023Episode 421 min

S2 Ep4, Quality Perks with Vern Fernandez of Jabra - July 13, 2023

Send a text 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 more about BPA Quality at BPAQuality.com . If you would like to be a guest, please email Karyn Dupree at Karyn.Dupree@BPAQuality.com . As always, Have a Quality Day!

June 29, 2023Episode 323 min

S2 Ep3, Quality Perks with Milan Batinich, Motivational Speaker with Milan Motivates - June 29, 2023

Send a text In this episode of “Quality Perks,” the hosts discuss various topics related to employee engagement and communication in contact centers. Milan Batinich , a guest speaker, shares his insights on the importance of treating employees based on their individual preferences and needs, rather than applying a one-size-fits-all approach. Highlights 📢 Using the “Platinum Rule” in employee engagement: Milan emphasizes the significance of treating employees the way they want and need to be treated, which leads to higher engagement and satisfaction. 🗣️ Communication preferences: Milan suggests asking employees about their preferred communication styles and adapting accordingly to foster better connections and understanding. 💼 Positive results: When employees feel valued and managed according to their preferences, it results in higher retention rates, increased productivity, and improved metrics such as first call resolution in contact centers. 💡 Attracting potential hires: Organizations that prioritize employee engagement and culture become more attractive to prospective employees during the hiring process. 👥 Frontline agents matter: The hosts emphasize the importance of taking care of frontline agents who interact with customers directly, as their experiences shape the company’s reputation and customer relationships. Useful links: Predictive Index Assessment Milan Motivates Learn more about BPA Quality at BPAQuality.com . If you would like to be a guest, please email Karyn Dupree at Karyn.Dupree@BPAQuality.com . As always, Have a Quality Day!

June 7, 2023Episode 217 min

S2 Ep2, Quality Perks & the Verint Engage 2023 Chat

Send a text 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 strength is crucial for maximizing the value of a quality monitoring program. 🔍 A strategic vision helps identify opportunities and address challenges within an organization. 📈 Quantifying observations through speech analytics drives results and impacts key performance indicators. 👥 A dedicated team with experience and expertise in quality monitoring is essential for supporting organizations in achieving their goals. Learn more about BPA Quality at BPAQuality.com . If you would like to be a guest, please email Karyn Dupree at Karyn.Dupree@BPAQuality.com . As always, Have a Quality Day!

May 23, 2023Episode 123 min

S2 Ep1, Quality Perks with Shaun Marshall - May 23, 2023

Send a text 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 to grow. 🌍 They address the Employee Engagement Gap and the challenges faced during the pandemic. 📈 Shaun emphasizes the need for trust and independence in remote work. 🔍 They discuss the importance of quality monitoring and speech analytics in managing contact centers effectively. Learn more about BPA Quality at BPAQuality.com . If you would like to be a guest, please email Karyn Dupree at Karyn.Dupree@BPAQuality.com . As always, Have a Quality Day!

September 30, 2022Episode 1325 min

S1 Ep13 Quality Perks with Neal Topf, President of Callzilla - Sept 30, 2022

Send a text 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 #contactcenter #CSAT #businessinsights #businesssolutions #qualityfirst #custserv #DallasCowboys #WashingtonCommanders #washingtoncommanders #NewYorkGiants #SOCAP #BPOWorld #confersationalAI #speechanalytics #BPAQuality #TedLasso #BeCurious #SevenWhys #LeanSigma #Lavazza #Mccafe #Islamoradacoffeecompany Lavazza #Islamoradacoffeecompany @Callzilla “Be Curious” – Neal Topf & Ted Lasso “And miles to go before I sleep” – Robert Frost Learn more about BPA Quality at BPAQuality.com . If you would like to be a guest, please email Karyn Dupree at Karyn.Dupree@BPAQuality.com . As always, Have a Quality Day!