The latest news and views from the EvaluAgent Team

EvaluAgent Blog


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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Call centre culture: do you walk the walk or simply talk the talk?

By Jaime Scott | 26 Jun 2016
Only the brave (or foolish) would argue against the notion that behind every great company is a great corporate culture. These forward-thinking organisations reap many rewards including: recruiting and retaining the very best employees, motivating...
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What exactly is call centre agent empowerment?

By Michelle Dinsmore | 8 May 2016
As the customer experience continues to emerge as the key service differentiator for businesses, employee empowerment is becoming a common theme in many boardroom and management conversations. Empowering staff is a concept that can be defined in...
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What’s the real cost of agent turnover?

By Michelle Dinsmore | 28 Mar 2016
Call centre turnover, employee churn, agent attrition - it’s a big issue for any business. The call centre industry in particular has typically higher turnover rates than businesses in other industries. Life as a call centre agent or customer...
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