Ebooks and Guides from the EvaluAgent Team

EvaluAgent eBooks and Guides


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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The Generation Game

Transforming the culture of multi-generation contact centres Learn more about the generations in your contact centre, what makes them tick as individuals, and exactly how call centre gamification can engage and motivate everyone across the board.  
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The Six Golden Rules of Agent Engagement

A guide for leaders and managers in the contact centre industry who want to engage their teams Engaged employees are the key to the success of any business, and the contact centre is no different. Discover what engagement means, how it affects the...
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The Team Leader’s Guide to Providing Call Centre Agent Feedback

A guide for leaders and managers in the contact centre industry who want to engage their teams through effective feedback Providing effective feedback to call centre agents is absolutely key to the performance of the contact centre, but is also one...
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The Essential Team Leader Playbook

If you’re a Team Leader, this short guide is designed to help you. EvaluAgent has worked closely with the UK’s leading contact centres to identify the most common challenges facing today’s Team Leaders, and how to address them. Team Leaders rarely...
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Customer Journey Mapping Guide

Six guiding principles that will help you become an expert in mapping the customer journey across all your contact channels so that you can create a truly customer-centric contact centre. Nine in ten contact centres do not have a clear picture of...
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Multichannel Maze Report

Find out how your industry peers are embracing multichannel strategies and learn how you can transform your contact centre into a customer-centric strategic asset. Are you under pressure to respond to consumer demand for new communication channels?...
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12 must reads to ensure a successful CX strategy in 2017

A round-up of last year’s most compelling contact centre news, views, analyses and influencers Throughout 2016 we continued in our mission to deliver the very latest sector insights; keeping you up to date with analyses, news, viewpoints and...
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