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EvaluAgent Blog

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Is your back office becoming an organisational backwater?

By Michelle Dinsmore | 25 May 2015
Traditionally, the customer-facing contact centre is the focus for scrutiny when efficiency and customer satisfaction are concerned, but back office performance affects these areas just as much.
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Are your call centre metrics fit for purpose?

By Michelle Dinsmore | 16 May 2015
Measurement - It’s absolutely crucial to any successful call centre. But traditional metrics don’t provide a clear picture into how their teams are really performing. To make a real difference in the call centre - and to have a positive impact on...
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Why contact centres are failing when it comes to tracking newer channels.

By Michelle Dinsmore | 19 Apr 2015
In a previous blog we shared some findings from our recent report Are your customers lost in the multichannel maze? that revealed that while adoption of newer channels is widespread, the industry doesn't fare well when it comes to tracking...
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When the key differentiator is rubbish service, agent empowerment matters.

By Michelle Dinsmore | 11 Apr 2015
Just after the new year, Scottish Power was awarded the infamous Wooden Spoon award for the UK’s worst customer service. It’s not the most desirable accolade, especially for a company with 5.5 million customers – a very large number that some...
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Is it time to let your agents set the goals?

By Michelle Dinsmore | 4 Mar 2015
Sound radical? A step too far? It seems to me that most contact centres are using hollow words to describe agent empowerment and paying lip service to the concept of great customer service. I’m sure intentions are good but in reality, the focus on...
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A nation of Veruca Salts: are brands losing control?

By Michelle Dinsmore | 16 Feb 2015
it’s official.  We are now a nation of complainers.  According to the Ombudsman Service Consumer Action Monitor, a record 66 million consumers vented their fury against shops, banks, tradesmen, energy firms and phone companies last year, almost...
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