The latest news and views from the EvaluAgent Team

EvaluAgent Blog


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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Targets are good to know, advice on how to achieve them is priceless!

By Michelle Dinsmore | 23 Nov 2016
Over the last decade, the drive to ever increasing productivity has resulted in Workforce Optimisation becoming the mantra for thousands of contact centres across the world.
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What happens to a brand without customer service empowerment?

By Michelle Dinsmore | 15 May 2016
In our previous blog, we explored what exactly employee empowerment is, and the benefits of an empowered call centre for the staff, customer and the business. But what does ignoring empowerment mean for the call centre, and its customers? The...
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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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