Quality Assurance and Compliance have a bad rep, because, when it’s not working… Agents can feel unfairly treated – “why do you always choose to mark my really bad calls?” QA Teams can feel unfairly criticised – “Careful, here come the Gestapo!”

Whether I’m trying to get to Barnard Castle, or understand how to get better at my job, I need some guidance to understand the roads / steps I need to take to get to my end point – my goal. These days, I use my iPhone for travelling because I...

We’ve spoken to a number of EvaluAgent customers over the last few weeks. We’ve asked them all the same, how they managed the move to remote working, how are their teams remaining motivated and engaged and how are they maintaining service quality...

“Productivity may dip, wrap times may increase but you will need to monitor that individuals don’t let standards slip. Ensure your Team / Ops Managers work closely with your Real Time Planning Team to review performance at all levels and start...

It’s not only front-line agents who are experiencing new things. The majority of team leaders and managers won’t have managed a remote team or worked remotely themselves either. Bare that in mind when looking at where support is needed most.

We all love doing it – telling our friends and family about the shop assistant who went the extra mile, the nurse who showed extra care or the colleague who promised that job would be done by 4pm, but then didn’t follow through… Grrr! But how...