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Contact Centre Compliance: Why Every Conversation Needs Coverage

By Matthew Jones | 23 Nov 2021
As contact centres, we are a hotbed of high-risk compliance activity and are tasked with balancing complex and contradicting requirements:  Protecting customer data while making it accessible to the right people at the right time  Providing...
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Improving Customer Satisfaction: Make Every Conversation Count

By Matthew Jones | 11 Nov 2021
Contact centres have always been a key touchstone for customer satisfaction, customer experience, and customer resolution – the difference now is the power that a single conversation can have.    In today’s climate, our customers are empowered...
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Say Hello to EvaluAgent LMS - Out Now

By Matthew Jones | 1 Sep 2021
We're thrilled to announce that EvaluAgent LMS is now available for general release. The latest addition to the EvaluAgent product suite cementing our place as THE complete Quality Assurance and Performance Improvement platform for customer...
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EvaluAgent - LMS Triggers: What Are They And How You Can Use Them

By Matthew Jones | 25 Aug 2021
What if we told you there was a way to enrol your agents on highly targeted eLearning courses with no extra admin at all? You’d be pretty excited, right? Well. EvaluAgent SmartTriggers inside our new Learning Management Software (LMS) allow you...
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5 Things To Consider When Creating Your First eLearning Lesson

By Matthew Jones | 25 Aug 2021
When done right, eLearning is a massive asset to your contact centre.    The National Center for Education Statistics suggests that 58% of employees prefer to learn at their own pace, whilst multiple studies show that eLearning improves...
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