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Increase customer engagement with these five tips for measuring quality

By Charlotte Ward | 25 Nov 2019
Most businesses measure their customer service using metrics that only tell part of the story. Measures such as NPS and CSAT are highly contextual, fraught with instrumentation difficulties and only relate some of your customers’ experience and...
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Make the most of your quality assurance measures with an effective QA process

By Martin Jukes | 22 Nov 2019
A Quality Score is a great metric, yes, but QA can go way beyond just presenting a score to your business. The outcome of quality assurance, like any measurement inside your customer service teams, should be to improve customer satisfaction.
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Five ways quality assurance improves employee engagement

By Charlotte Ward | 5 Nov 2019
Can quality assurance have an impact on employee engagement? The benefits of high levels of employee engagement have long been understood. In fact, that so-called "wonder drug” has high correlations not just with customer satisfaction, but,...
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Mythbusters: Are Quality Assurance teams all that bad?

By SJ Thompson | 8 Oct 2019
If you’ve ever worked in a customer service or regulated industry, chances are you’ve either done some form of quality management yourself or you’ve come across a team who has. Quality Assurance or QA teams have never been the most popular area...
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Top tips for introducing agent self-scoring to your team

By Jaime Scott | 24 Sep 2019
Self-scoring, self evaluations, self reflection, whatever you call it, it's the process where your front-line employees mark their own work, listen back to their own calls and evaluate their own performance against the same guidelines used by the...
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Quality Assurance: How to improve the perception and achieve great results

By Martin Jukes | 5 Sep 2019
The perception of Quality Assurance is a struggle for many. It’s often still seen through a negative lens, as a way of ‘catching people out’ or ‘Big Brother is watching’ and for agents it is seen as a necessary evil, a mundane process that...
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