The latest news and views from the EvaluAgent Team

EvaluAgent Blog


6 Common Challenges with Calibration and how to overcome them.

By Reg Dutton | 11 Jan 2019
Welcome to the first Webinar of 2019 as our ongoing Webinar Wednesdays series continues.  
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The Ultimate Guide To Call Centre Quality Assurance

By Reg Dutton | 30 Sep 2017
According to Microsoft’s Global State of Multichannel Customer Service Report 2017, an eye-watering 97% of consumers say that customer service is crucial to retaining their loyalty.
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Resistance is futile: the impact of bad change management on the call centre.

By Reg Dutton | 29 Feb 2016
Drastic change can be one of the most disruptive things to operations and performance in the call centre. Over time, both processes and software can become outdated and ineffective - but due to employee resistance to change, things only change when...
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Agent Attrition: The real reasons why call centre agents quit...

By Reg Dutton | 18 Jan 2016
Every contact centre has an array of challenges to face week in, week out. Whether management are battling to improve efficiency, reduce call handling times or simply better the customer experience, there’s always something to tackle.
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Using call centre incentives to tackle the post-christmas blues.

By Reg Dutton | 31 Dec 2015
It’s the time of the year that many of us look forward to all year round, it’s also a time many of us anticipate with sheer hatred. No matter how you feel about Christmas, it’s usually a time that’s hard to adjust to afterward - for whatever reason.
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Why your overall call quality score is useless!

By Reg Dutton | 18 Nov 2015
Quality monitoring is essential - being able to gather information about agent performance is absolutely key for management, benchmarking and knowing which individuals need coaching or development.
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