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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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This episodes discusses the interaction between patients, providers, and health systems and how that impacts patients’ technical quality of care. Cover art photo provided by rawpixel on Unsplash: https://unsplash.com/@rawpixel
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S3 Ep1 Quality Perks Crew Discusses Heart-Centered Leadership with Valerie McSorley
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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…
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S2 Ep8, Quality Perks with Leslie O’Flahavan – E-WRITE Owner
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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 commu…
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S2 E7, Quality Perks with Daniel Reed, Customer Care Manager at HB Home Services - Nov 15, 2023
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Send us 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 …
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S2 Ep6, Quality Perks with Utibe Bassey, VP of Customer Experience with Dominion Power - Oct 4, 2023
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Send us 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…
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S2 Ep5, Quality Perks with Elle Neal, Data Scientist & STEM Ambassador - Sept 26, 2023
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Send us 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 del…
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S2 Ep4, Quality Perks with Vern Fernandez of Jabra - July 13, 2023
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Send us 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 int…
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S2 Ep3, Quality Perks with Milan Batinich, Motivational Speaker with Milan Motivates - June 29, 2023
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Send us 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. High…
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S2 Ep2, Quality Perks & the Verint Engage 2023 Chat
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Send us 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 monito…
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S2 Ep1, Quality Perks with Shaun Marshall - May 23, 2023
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Send us 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 c…
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S1 Ep13 Quality Perks with Neal Topf, President of Callzilla - Sept 30, 2022
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Send us 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 acq…
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S1 Ep12 Quality Perks with Lisa Diehl, SOCAP Director & Freshpet Director of Consumer Care - Aug 31, 2022
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Send us a text 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 Sec…
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S1 Ep11 Quality Perks with Vicki Herrell, QATC's Exec Director - Aug 25, 2022
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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 #contactcente…
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S1 Ep10 Quality Perks Coffee & Quality Chat with Gregg Stone June 10, 2022
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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 leveragi…
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S1 Ep9 Quality Perks - Coffee & Quality Chat with Christine Clarson & Steve Hide May 6, 2022
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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 rev…
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S1 Ep8 Quality Perks - Coffee & Quality Chat with Yvette Renda April 22, 2022
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Send us a text 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 coac…
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S1 Ep6 Quality Perks - Coffee & Quality Chat with Matt Gryntysz & Dane Newman April 5, 2022
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Send us a text 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 insight…
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S1 Ep 5 Quality Perks - Coffee & Quality Chat with Stephanie Taylor March 29, 2022
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Send us a text 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 i…
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S1 Ep4 Quality Perks - Coffee & Quality Chat with Martin Teasdale March 22, 2022
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Send us a text 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 …
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S1 Ep3 Quality Perks - Coffee & Quality Chat with Karyn Dupree & Neal Eggers Mar 8, 2022
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Send us a text 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…
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S1 Ep2 Quality Perks - Coffee & Quality Chat with David Blackwell March 1, 2022
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Send us a text 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…
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S1 Ep1 Quality Perks - Coffee & Quality Chat - Feb 23, 2022 - PILOT
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Send us a text 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. Hig…
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Cultural competence, Patient centeredness, and Patient Quality of Care
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This episodes discusses the interaction between patients, providers, and health systems and how that impacts patients’ technical quality of care.
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