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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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Resistance is futile: the impact of bad change management on the call centre.

By Reg Dutton | 29 Feb 2016
Drastic change can be one of the most disruptive things to operations and performance in the call centre. Over time, both processes and software can become outdated and ineffective - but due to employee resistance to change, things only change when...
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The secret to effective call centre communication.

By Chris Keelan | 22 Feb 2016
Quite often, a business strategy is put into effect without being properly communicated to the frontline staff. When it comes to call centre communication, you can put together the most detailed and well-structured business strategy, but if you...
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What's the difference between a good team leader and a bad one?

By Chris Keelan | 18 Feb 2016
What's the importance of being a good Team Leader? Over the many years I’ve spent in the call centre industry, I’ve learnt how to improve results, increase customer satisfaction and motivate agents. Above everything else, nothing achieves these...
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