The latest news and views from the EvaluAgent Team

EvaluAgent Blog


User Management: The elephant in the room

By Jaime Scott | 22 Sep 2020
SaaS vendors unite! “No one gets sacked for buying…..” There was a time, not so long ago when contact centres bought all their contact centre management and workforce optimization software from one of the big boys. NICE, Verint, Avaya, CISCO,...
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Our latest Integration - EvaluAgent for Intercom

By Matthew Jones | 15 Jul 2020
Is your team having conversations with customers through Intercom? Relying on reactions and customer feedback alone can be a risky business.
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How the best Quality, Compliance and Operational Leaders work together to improve service and sales performance

By Jaime Scott | 11 Jun 2020
Quality Assurance and Compliance have a bad rep, because, when it’s not working… Agents can feel unfairly treated – “why do you always choose to mark my really bad calls?” QA Teams can feel unfairly criticised – “Careful, here come the Gestapo!”
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The power of a clear, concise and captivating MI report

By Jaime Scott | 28 May 2020
Whether I’m trying to get to Barnard Castle, or understand how to get better at my job, I need some guidance to understand the roads / steps I need to take to get to my end point – my goal. These days, I use my iPhone for travelling because I...
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Spotlight on how a UK Outsourcer is driving BAU through Covid-19

By SJ Thompson | 26 May 2020
We’ve spoken to a number of EvaluAgent customers over the last few weeks. We’ve asked them all the same, how they managed the move to remote working, how are their teams remaining motivated and engaged and how are they maintaining service quality...
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Team Engagement: 4 Steps to maintain service quality with remote teams

By SJ Thompson | 22 May 2020
“Productivity may dip, wrap times may increase but you will need to monitor that individuals don’t let standards slip. Ensure your Team / Ops Managers work closely with your Real Time Planning Team to review performance at all levels and start...
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