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EvaluAgent Blog

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How the best Quality, Compliance and Operational Leaders work together to improve service and sales performance

By Jaime Scott | 11 Jun 2020
Quality Assurance and Compliance have a bad rep, because, when it’s not working… Agents can feel unfairly treated – “why do you always choose to mark my really bad calls?” QA Teams can feel unfairly criticised – “Careful, here come the Gestapo!”
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The power of a clear, concise and captivating MI report

By Jaime Scott | 28 May 2020
Whether I’m trying to get to Barnard Castle, or understand how to get better at my job, I need some guidance to understand the roads / steps I need to take to get to my end point – my goal. These days, I use my iPhone for travelling because I...
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Spotlight on how a UK Outsourcer is driving BAU through Covid-19

By SJ Thompson | 26 May 2020
We’ve spoken to a number of EvaluAgent customers over the last few weeks. We’ve asked them all the same, how they managed the move to remote working, how are their teams remaining motivated and engaged and how are they maintaining service quality...
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Team Engagement: 4 Steps to maintain service quality with remote teams

By SJ Thompson | 22 May 2020
“Productivity may dip, wrap times may increase but you will need to monitor that individuals don’t let standards slip. Ensure your Team / Ops Managers work closely with your Real Time Planning Team to review performance at all levels and start...
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Managers MUST continue doing these things when leading a remote team!

By SJ Thompson | 22 May 2020
It’s not only front-line agents who are experiencing new things. The majority of team leaders and managers won’t have managed a remote team or worked remotely themselves either. Bare that in mind when looking at where support is needed most.
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Never underestimate the power of constructive feedback!

By Jaime Scott | 19 May 2020
We all love doing it – telling our friends and family about the shop assistant who went the extra mile, the nurse who showed extra care or the colleague who promised that job would be done by 4pm, but then didn’t follow through… Grrr! But how...
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