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How to develop a successful quality assurance framework

By Martin Jukes | 7 Dec 2021
One of the biggest issues for growing customer service teams is the inability or failure to measure and manage the quality of service and conversation that front-line advisors are having with customers.
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3 Barriers To Successful One-to-Ones and How to Overcome Them

By Matthew Jones | 6 Jul 2021
There’s no doubt about it - One-to-Ones are one of the foundational pillars of strong contact centre performance.    Without a clearly defined commitment to One-to-One sessions with your frontline agents, you have limited opportunity to identify...
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3 Top QA Scoring Tips for New Evaluators

By Matthew Jones | 24 Jun 2021
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!
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5 Things to Save Your Scaling Customer Support Team

By Michelle Dinsmore | 1 Apr 2020
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...
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How to ensure your QA programme really works

By Reg Dutton | 31 Mar 2020
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 Quality...
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How do you stay motivated and productive working from home?

By SJ Thompson | 18 Mar 2020
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 at...
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