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Ebooks and Guides from the EvaluAgent Team

EvaluAgent eBooks and Guides

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The Ultimate Guide To Call Centre Quality Assurance

This guide has been created to ensure your call centre quality assurance process is following best practice, and will equip you with everything you need by covering: The essential metrics and KPIs your quality assurance process must measure. How to...
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CX and the Fourth Industrial Revolution

CX and the Fourth Industrial Revolution In this thought-provoking eBook we will examine how the Fourth Industrial Revolution is already affecting the customer experience (CX), and specifically the role of the agent at the frontline of your contact...
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A survival handbook for the 21st-century contact centre

Your guide to overcoming the challenges of the next decade and securing your place among the service elite. In less than 10 years the contact centre as we know it will no longer exist. In its place will be a new generation of contact centre; staffed...
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The guide to spreadsheet-free call centre performance reporting

A guide for contact centre professionals who want to improve performance reporting To maintain a successful call centre operation, managers are finding smarter, more efficient ways to work across almost every area of the business. So why is it so...
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The Essential Guide to Call Centre Quality Monitoring

A guide for contact centre professionals who want to empower staff and improve business efficiency through quality monitoring To deliver a great customer experience means treating quality monitoring as more than just a simple box-ticking exercise. ...
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The Team Leader’s Guide to Motivating Disengaged Agents

A guide for call centre Team Leaders and Managers who want to address attrition and disengagement amongst their teams The challenge of keeping agents motivated to work hard is now more important, and difficult, than ever.  It’s down to Team Leaders...
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The essential guide to using VoC to improve agent performance

A guide for contact centre professionals who want to harness the power of VoC in order to measure, manage and reward the performance of frontline agents The Voice of the Customer (VoC) is about capturing, first hand, how customers feel about their...
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Stories from Customer Service Support

Tales from the call centre and the lessons we can learn The call centre is often a vibrant, busy and sometimes chaotic place to work. This means it’s an eventful environment where there are many lessons to be learnt. The EvaluAgent team have spent...
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The Most Overlooked Ways to Reward Contact Centre Staff

A guide to understanding the importance of reward and recognition in the contact centre, and tips on how to maximise the effectiveness of call centre rewards The culture of recognition has always been absolutely key to achieving success in the...
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The Manager’s Handbook to Agent Happiness

A guide for leaders and managers in the contact centre industry who want to create happy and motivated teams Creating a contact centre that is home to great customer service means getting the balance right between efficiency, cost and the happiness...
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