The latest news and views from the EvaluAgent Team

EvaluAgent Blog


5 Things to Save Your Scaling Customer Support Team

By Michelle Dinsmore | 1 Apr 2020
Regardless of the size of the company, any scaling Customer Support team needs to set up a framework that is tried and tested to deliver success. From establishing the right targets, to having the right people in the right roles, industry experts...
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EvaluAgent team up with Call Centre Helper to deliver webinar masterclass

By Michelle Dinsmore | 17 Jan 2019
We’re absolutely delighted to confirm that EvaluAgent will be joining Call Centre Helper and Martin Jukes next week, as a proud sponsor of ‘The Best Ways to Design a Quality Scorecard’ webinar.
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What is Workforce Engagement Management?

By Michelle Dinsmore | 30 Mar 2017
Workforce Engagement Management has become one of the hottest topics on the agenda for contact centres seeking to deliver a superior customer experience (CX).
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What exactly is call centre agent empowerment?

By Michelle Dinsmore | 8 May 2016
As the customer experience continues to emerge as the key service differentiator for businesses, employee empowerment is becoming a common theme in many boardroom and management conversations. Empowering staff is a concept that can be defined in...
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What’s the real cost of agent turnover?

By Michelle Dinsmore | 28 Mar 2016
Call centre turnover, employee churn, agent attrition - it’s a big issue for any business. The call centre industry in particular has typically higher turnover rates than businesses in other industries. Life as a call centre agent or customer...
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Five essential tips for empowering your agents to take ownership.

By Michelle Dinsmore | 23 Aug 2015
It’s not uncommon for some agents in the call centre to feel like they sometimes might lack the skills or the know-how to do their job to a high standard. Recent research conducted by EvaluAgent across the UK’s leading contact centres found that...
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