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The latest news and views from the EvaluAgent Team

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How much abuse do your agents have to suffer?

By Jonny Bradshaw | 17 Dec 2016
"Then he shouted, ‘you f***ing P**i b***h!" I was shocked and said ‘pardon?’ Then he shouted it again. I said, ‘I could report you for that sort of language’ but he carried on yelling and screaming so I ended the call.”
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Are your agents about to sue you for mental abuse?

By Jonny Bradshaw | 11 Nov 2016
What can be done to improve call centre absenteeism? This is the burning question that call centre management raises at every available opportunity.
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The rise of the call centre super-agent.

By Jaime Scott | 4 Sep 2016
When it comes to digital transformation, the call centre has already come a long way. As we enter an age where customers want and expect fast resolutions to their queries, call centres have taken steps to implement and maximise the effectiveness of...
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What style of call centre manager are you?

By Jaime Scott | 29 Aug 2016
It’s not the easiest job in the world. As a team of customer service experts who have experienced the best and the worst of being a call centre manager, we know it can sometimes be a little bit of a struggle. Managing large teams of colourful...
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Demotivated Millennials are killing call centre productivity!

By Jaime Scott | 15 Aug 2016
Over the years, the call centre has faced a huge number of challenges. We’ve accomplished a great deal, whether it’s keeping tabs on constantly-changing customer needs, or evolving the business to handle multichannel interactions. The versatility...
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