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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 professionals can exchange ideas, knowledge, and personal interests in a relaxed and informative setting.
21 Episodes
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Tune into "Quality Perks": Heart-Centered Leadership, Empathy and Authenticity with Valerie McSorleyDive 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 w...
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 QualityNeal Eggers...
🔁 “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 cu...
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 ExperienceJoin 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 c...
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 NealIn 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 Ne...
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 #customerservi...
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 l...
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...
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.💼...
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 TopfCallzilla PresidentSince 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, ...
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*FreshpetDirector, Consumer CareSecaucus, NJLisa defines strategies and solutions that improve the experience of Freshpet’s Pet Parents. She has a keen focus on the enhancement of operational effec...
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 possi...
SummaryIn 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 diffe...
SummaryIn 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 ...
SummaryIn 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 with customers on a personal level.Highlights☕ Yvette Renda, a connoisseur of coffee, shares insights into her coffee preferences and the signi...
SummaryIn 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. Matt Gryntysz, Director of Analytics, discusses the collaboration between the data science and analytics teams, focusing on leveraging speech ana...
SummaryIn 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, emphasizing the importance of continually updating and adapting quality programs to meet evolving customer expectations.Highlights☕ The hosts s...
SummaryIn 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 rating on Apple and frequent placement in the top 200 business charts for podcasts. Martin reflects on the key takeaways from his guests, highlighti...
Episode 3: Quality Perks – Coffee & Call Center Quality Chat – March 8, 2022SummaryIn 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 from Zulily, emphasizing the importance of personalized and individualized customer service.Highlights🌐 International Women's Day: Neil ...
SummaryIn 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. The conversation touches on the importance of tailoring approaches to individual businesses and understanding the customer's unique needs.Highlights☕...
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