Interviews with real contact center customers to discuss what companies are doing correctly and incorrectly in customer experiences & interactions via today's omnichannel call center.
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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 p ...
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S3 Ep1 Quality Perks Crew Discusses Heart-Centered Leadership with Valerie McSorley
27:15
27:15
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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 …
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S2 Ep8, Quality Perks with Leslie O’Flahavan – E-WRITE Owner
23:41
23:41
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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, shar…
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S2 E7, Quality Perks with Daniel Reed, Customer Care Manager at HB Home Services - Nov 15, 2023
23:59
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🔁 “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 pane…
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S2 Ep6, Quality Perks with Utibe Bassey, VP of Customer Experience with Dominion Power - Oct 4, 2023
21:03
21:03
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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 …
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S2 Ep5, Quality Perks with Elle Neal, Data Scientist & STEM Ambassador - Sept 26, 2023
24:08
24:08
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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 th…
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S2 Ep4, Quality Perks with Vern Fernandez of Jabra - July 13, 2023
21:56
21:56
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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. D…
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S2 Ep3, Quality Perks with Milan Batinich, Motivational Speaker with Milan Motivates - June 29, 2023
23:40
23:40
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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 …
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S2 Ep2, Quality Perks & the Verint Engage 2023 Chat
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17:44
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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. H…
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S2 Ep1, Quality Perks with Shaun Marshall - May 23, 2023
23:09
23:09
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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 learn…
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S1 Ep13 Quality Perks with Neal Topf, President of Callzilla - Sept 30, 2022
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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…
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S1 Ep12 Quality Perks with Lisa Diehl, SOCAP Director & Freshpet Director of Consumer Care - Aug 31, 2022
20:42
20:42
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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 …
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S1 Ep11 Quality Perks with Vicki Herrell, QATC's Exec Director - Aug 25, 2022
25:01
25:01
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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 #employ…
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S1 Ep10 Quality Perks Coffee & Quality Chat with Gregg Stone June 10, 2022
23:52
23:52
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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 f…
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S1 Ep9 Quality Perks - Coffee & Quality Chat with Christine Clarson & Steve Hide May 6, 2022
19:23
19:23
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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 th…
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S1 Ep8 Quality Perks - Coffee & Quality Chat with Yvette Renda April 22, 2022
22:45
22:45
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Summary In this episode of "Quality Perks - Coffee & Quality Chat," Yvette Renda, the Director of People Development at BPA Quality, discusses the importance of the human element in contact centers. The conversation covers topics such as coffee preferences, the negative impact of scripted interactions, and the need for effective coaching to connect…
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S1 Ep6 Quality Perks - Coffee & Quality Chat with Matt Gryntysz & Dane Newman April 5, 2022
20:45
20:45
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Summary In this episode of Quality Perks Coffee & Quality Chat, Karyn Dupree, Neal Eggers, Dane Newman, and Matt Gryntysz discuss various topics related to their roles at BPA Quality. Dane Newman, an Inside Product Manager, talks about his role as a data journalist and storyteller, emphasizing the importance of conveying data insights to clients. M…
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S1 Ep 5 Quality Perks - Coffee & Quality Chat with Stephanie Taylor March 29, 2022
20:46
20:46
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Summary In this episode titled "Quality Perks - Coffee & Quality Chat Episode 5 - 3.29.22," the hosts discuss various topics, including their coffee choices, personal experiences, and transitions into the realm of contact center quality monitoring. Stephanie Taylor, a guest on the show, shares insights into her extensive experience in the industry,…
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S1 Ep4 Quality Perks - Coffee & Quality Chat with Martin Teasdale March 22, 2022
20:30
20:30
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Summary In this episode titled "Quality Perks - Coffee & Quality Chat," Martin Teasdale, Senior Director of Quality Experience at BPA Quality, discusses his podcast, "Get Out of Rap," which recently celebrated its 100th episode. The podcast is the first in the UK dedicated to the contact center industry and has received acclaim with a 4.8-star rati…
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S1 Ep3 Quality Perks - Coffee & Quality Chat with Karyn Dupree & Neal Eggers Mar 8, 2022
15:47
15:47
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Episode 3: Quality Perks – Coffee & Call Center Quality Chat – March 8, 2022 Summary In this episode of "Quality Perks - Coffee & Quality Chat," Neal Eggers and Karyn Dupree discuss their coffee preferences and then delve into a customer experience story shared by Karyn. The story revolves around a positive interaction with a contact center agent f…
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S1 Ep2 Quality Perks - Coffee & Quality Chat with David Blackwell March 1, 2022
24:22
24:22
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24:22
Summary In this episode of "Quality Perks," the team discusses their coffee preferences before delving into the topic of contact center quality monitoring. David Blackwell, President and Co-founder of BPA Quality, shares insights into the evolution of quality monitoring, emphasizing its role in improving customer experience and agent performance. T…
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S1 Ep1 Quality Perks - Coffee & Quality Chat - Feb 23, 2022 - PILOT
15:21
15:21
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Summary Neal Eggers and Karyn Dupree from BPA Quality initiate a new series, "Coffee & Quality," aiming to discuss both coffee and contact center quality monitoring. They share personal coffee preferences and experiences while connecting it to the importance of proactive business intelligence in contact center quality monitoring. Highlights ☕ Neal …
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Episode 5 - Voice of the Customer with Tyson Goeltz Reasonable Expectations & Trust
16:18
16:18
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In episode five of the Voice of the Customer, we talk to Tyson Goeltz, who spreads the gospel about setting expectations, managing them, and delivering on those expectations. After a tragic, but very "national lampoon vacation handyman moment," he was rescued by a fantastic contractor named Tim, whom he found on taskrabbit.com...hit Tyson up if you…
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Episode 4 - Voice of the Customer with Aarthi Gonela - EMPATHY
21:50
21:50
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21:50
In episode four of the Voice of the Customer, we meet Aarthi Gonela who really knows how to put the "feel" of a customer experience into words. After a fantastic experience with Overstock.com, she helps our audience understand the importance of making a customer feel like they matter, and that often products and services are much more to a client t…
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Episode 3 - Voice of the Customer with Freddy and Mary Martinez on Engaged Customer Experiences
19:32
19:32
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19:32
In episode three of the Voice of the customer, we host our FIRST couples cast. In this episode, you get to hear what customer service means from people who have served their country, a fantastic experience on the Disney Cruise Line, and a mishap at Burger King that went south fast...oh, we also talk about the AFC East and the Bills-Patriots dynamic…
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Episode 2 - Voice of the Customer & the Simple things when it comes to Customer Experience & Getting Loyal Customers with guest Chris Drury
29:28
29:28
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29:28
Welcome to our second episode of Voice of the Customer, with Chris Drury. This podcast talks to REAL customers voicing REAL opinions about the good and bad of their customer experiences. In this episode, we talk about a wonderful experience at the Bristol Oyster Bar, and a horror trip to JC Penney. (with a bonus discussion about chewy.com!) All our…
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Inaugural Episode - Voice of the Customer with Henry Scalfo and the VALUE of Communication
16:37
16:37
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Welcome to our first episode of Voice of the Customer, with our good friend Henry Scalfo. This podcast talks to REAL customers voicing REAL opinions about the good and bad of their customer experiences. In this episode, we talk about the Moore Brothers Wine special service, a difficult doctor's office, and an Airbnb trip gone bad ... and the VALUE …
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