One-to-ones: an essential but far too often overlooked part of the Quality Assurance and Performance Improvement Cycle.   One-to-one meetings between managers and employees are often one of those things that everyone agrees is important, but that...

Listening to a huge range of customer interactions and scoring each one quickly, fairly, accurately and consistently is no easy task.    That’s why so many evaluators find scoring difficult when they start - and that’s nothing to be ashamed of!

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...

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...

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 on...

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...