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EvaluAgent Blog

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How to create a great Quality Scorecard in your contact centre

By Jaime Scott | 7 Aug 2018
We all know that delivering an effective Quality Assurance program has the potential to completely transform agent performance, and the level of service delivered to every customer - but it’s often difficult to get buy-in from stakeholders who...
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Is the contact centre sector heading toward another costly mistake?

By Jaime Scott | 12 Jun 2017
We all make mistakes, it’s fact of life. But when we see the same mistakes being played out over and over again, at the very least we have to question the cause behind the effect, otherwise we will never learn.
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Introducing the groundbreaking EvaluAgent WEM platform: the vision is now a reality.

By Jaime Scott | 2 Mar 2017
If you only read one CX blog this year, we advise reading this one. An open letter to contact centre professionals from Jaime Scott, CEO, EvaluAgent.
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On a scale of 1 to 10, how effective are your surveys?

By Jaime Scott | 10 Dec 2016
These days it seems that you can’t even buy a cup of coffee without a company asking you to complete a survey.
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To debate or not to debate, that is the question.

By Jaime Scott | 18 Nov 2016
Last week, I wrote a blog in response to an article in the The Guardian about the opening of a new contact centre in Salford staffed entirely by resting actors.
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To be professional, or not to be professional? That is the question.

By Jaime Scott | 4 Nov 2016
A recent article in the Guardian reported on the launch of a new call centre in Salford that will be staffed entirely by ‘resting’ actors.
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