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EvaluAgent Blog

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An Analytics Expert’s Tips to Improve Compliance with Automated Quality Assurance

By Matthew Jones | 20 Jan 2022
We’ve all been hearing more about how conversation analytics and automated quality assurance can improve the customer experience – but can it manage your contact centre’s compliance risks too? Our auto-QA expert and analytics PhD, David Naylor, has...
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5 ways optimising your contact centre QA can save you money

By Matthew Jones | 2 Dec 2021
Do you ever feel like you struggle to make the business case for investment in quality assurance (QA) in your contact centre?    You’re not alone.    On the one hand, the underlying logic is simple – low morale, undertrained agents, and inadequate...
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Contact Centre Compliance: Why Every Conversation Needs Coverage

By Matthew Jones | 23 Nov 2021
As contact centres, we are a hotbed of high-risk compliance activity and are tasked with balancing complex and contradicting requirements:  Protecting customer data while making it accessible to the right people at the right time  Providing...
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Improving Customer Satisfaction: Make Every Conversation Count

By Matthew Jones | 11 Nov 2021
Contact centres have always been a key touchstone for customer satisfaction, customer experience, and customer resolution – the difference now is the power that a single conversation can have.    In today’s climate, our customers are empowered by:
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Say Hello to EvaluAgent LMS - Out Now

By Matthew Jones | 1 Sep 2021
We're thrilled to announce that EvaluAgent LMS is now available for general release. The latest addition to the EvaluAgent product suite cementing our place as THE complete Quality Assurance and Performance Improvement platform for customer service...
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EvaluAgent - LMS Triggers: What Are They And How You Can Use Them

By Matthew Jones | 25 Aug 2021
What if we told you there was a way to enrol your agents on highly targeted eLearning courses with no extra admin at all? You’d be pretty excited, right? Well. EvaluAgent SmartTriggers inside our new Learning Management Software (LMS) allow you to...
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