The latest news and views from the EvaluAgent Team

EvaluAgent Blog


How much abuse do your agents have to suffer?

By Jonny Bradshaw | 17 Dec 2016
"Then he shouted, ‘you f***ing P**i b***h!" I was shocked and said ‘pardon?’ Then he shouted it again. I said, ‘I could report you for that sort of language’ but he carried on yelling and screaming so I ended the call.”
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Are your agents about to sue you for mental abuse?

By Jonny Bradshaw | 11 Nov 2016
What can be done to improve call centre absenteeism? This is the burning question that call centre management raises at every available opportunity.
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Zen and the art of dealing with difficult people.

By Jaime Scott | 6 Oct 2016
Someone has a go at you, or says something that upsets you, and the resultant feelings of upset and anger just won’t go away. In fact, you end up carrying this negativity around with you, ready to unleash it upon the next unfortunate soul who...
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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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