Working remotely as a customer support team has its own unique challenges from being office based. However, neither your agents nor your customers need to suffer. Not all team leaders will have experience in managing a team that's in a different...

Due to the government advice that people should currently be working from home wherever possible, many companies have been experiencing a completely new way of working. This can be a very challenging time if remote working hasn’t been fully...

Regardless of the size of the company, any scaling Customer Support team needs to set up a framework that is tried and tested to deliver success. From establishing the right targets, to having the right people in the right roles, industry experts...

Having an effective QA programme is essential for any scaling business but how do you ensure that it really works? In this blog, we look in detail at how you can ensure that your QA framework is working as effectively as possible. - What is...

Luckily my fellow EvaluAgent team and I have worked remotely for years, so apart from stepping up the video calls (meaning you need to swap your university hoody for a smarter jumper), the recent remote working requests haven’t impacted us much...

If you’re considering implementing a Quality Assurance programme or rubric, and are unsure exactly what that should look like in practice, here’s our guide on how to write great QA guidelines.