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Why transcription accuracy doesn't matter as much as you think

By Jodie Rhodes | 19 May 2022
Software vendors want you to believe that transcription accuracy is make or break for the success of your Conversation Analytics project. But you might be surprised by what the analytics experts think.   Speech analytics suppliers are always racing...
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Conversation Analytics: The Secret Sauce for Superior Contact Centre Performance

By Jodie Rhodes | 19 May 2022
As of Q4 2021, it’s official that 47% of businesses view their contact centre as a valuable source of customer insight. One in six contact centres has even achieved the much-coveted status of being considered a “profit centre”. So what’s their...
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Introducing our latest features: Helping you find extreme conversations and evaluate them faster!

By Jodie Rhodes | 9 May 2022
We are happy to announce we just released three... yes that’s right,threebrand new features that are set to make your Quality Assurance processes more efficient and ensure your Quality team are evaluating the right conversations!
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CX and QA - The Dream Team

By Katie Stabler | 11 Mar 2022
Quality Assurance (QA) has been an integral part of operations since the middle ages (really! Craft Guilds were responsible for assuring the standards of Blacksmiths and cobblers alike) and over the last couple of decades, it’s also fair to say that...
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Introducing Nicereply for EvaluAgent- Closing the loop between Quality Assurance and Customer Feedback

By Jodie Rhodes | 9 Mar 2022
We know how important internal quality scoring is for the modern call centre, in fact we’re experts, but we also know the most effective QA teams constantly evolve their measures of success based on Customer Feedback too. So, what if you could...
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International Women's Day 2022 - #BreakTheBias

By Sara Price | 8 Mar 2022
Here at EvaluAgent, we're proud to celebrate International Women’s Day. The theme this year is #BreakTheBias. We're all responsible for our own thoughts and actions - all day, every day. We can all choose to live in a gender-equal world, where we...
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