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EvaluAgent Blog

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How the best Quality, Compliance and Operational Leaders work together to improve service and sales performance

By Jaime Scott | 11 Jun 2020
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!”
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The power of a clear, concise and captivating MI report

By Jaime Scott | 28 May 2020
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...
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Never underestimate the power of constructive feedback!

By Jaime Scott | 19 May 2020
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...
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Securing the right customer service software in challenging times

By Jaime Scott | 30 Apr 2020
This article originally appeared on Business Matters.
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How to Maintain Service Quality with Remote Teams

By Jaime Scott | 7 Apr 2020
Due to the government advice that people should currently be working from home wherever possible, many companies have been experiencing a completely new way of working. This can be a very challenging time if remote working hasn’t been fully...
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Top tips for introducing agent self-scoring to your team

By Jaime Scott | 24 Sep 2019
Self-scoring, self evaluations, self reflection, whatever you call it, it's the process where your front-line employees mark their own work, listen back to their own calls and evaluate their own performance against the same guidelines used by the...
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