We’ve all been hearing more about how conversation analytics and automated quality assurance can improve the customer experience – but can it manage your contact centre’s compliance risks too? Our auto-QA expert and analytics PhD, David Naylor, has...

Do you ever feel like you struggle to make the business case for investment in quality assurance (QA) in your contact centre?    You’re not alone.    On the one hand, the underlying logic is simple – low morale, undertrained agents, and inadequate...

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...

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 by:

***An EvaluAgent News Special***

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 service...