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A Step-by-Step Guide to the Contact Centre QA Process

By Matthew Jones | 21 Jun 2021
There’s lots of great content out there if you want to go into the QA process in depth. Including our Ultimate Guide To Quality Assurance here.   Sometimes however - particularly when you’re starting out - you want a top-level guide to contact...
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3 Big Discussion Points From the Customer Engagement and Transformation Conference

By Matthew Jones | 17 Jun 2021
Last week, we participated in the virtual Customer Engagement and Transformation Conference to talk about the evolving customer experience and Contact Centre landscape.   EvaluAgent Co-Founder, Michelle Dinsmore was joined by leading UK insurance...
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Techniques for Training, Coaching, and Employee Engagement Conference roundup

By Matthew Jones | 16 Jun 2021
Last Thursday, CEO Jaime enjoyed discussing all things employee engagement-related at CRM XChange’s Techniques for Training, Coaching, and Employee Engagement Conference.    Running for four days, attendees were treated to a variety of viewpoints...
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Five Tips For Creating a Next-Level QA Scorecard

By Matthew Jones | 14 Jun 2021
Your QA scorecard is one of the most important elements to the QA process.    If you design it well, your evaluators will be able to easily define whether your agents are providing great customer service, adhering to key industry compliance...
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How to Set Remote Agents Up For Success

By Matthew Jones | 9 Jun 2021
It’s fair to say that, in many cases, remote working was an unwelcome imposition on contact centres in early 2020. That said, many have since embraced the model because of the cost saving and employee wellbeing benefits it offers.  If you...
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Why You Should Build a Culture of Recognition in Your Contact Centre

By Matthew Jones | 2 Jun 2021
We’ve likely all had jobs where we weren’t recognised for the work we put in. Remember how that felt?    Did it inspire you to work harder for the organisation that employed you? Or did your performance stagnate, knowing that whatever you did...
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