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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...
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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...
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Increase customer engagement with these five tips for measuring quality

By Charlotte Ward | 25 Nov 2019
Most businesses measure their customer service using metrics that only tell part of the story. Measures such as NPS and CSAT are highly contextual, fraught with instrumentation difficulties and only relate some of your customers’ experience and...
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Make the most of your quality assurance measures with an effective QA process

By Martin Jukes | 22 Nov 2019
A Quality Score is a great metric, yes, but QA can go way beyond just presenting a score to your business. The outcome of quality assurance, like any measurement inside your customer service teams, should be to improve customer satisfaction.
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Five ways quality assurance improves employee engagement

By Charlotte Ward | 5 Nov 2019
Can quality assurance have an impact on employee engagement? The benefits of high levels of employee engagement have long been understood. In fact, that so-called "wonder drug” has high correlations not just with customer satisfaction, but,...
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