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The secret to effective call centre communication.

What’s the difference between a good team leader and a bad one?

Agent Attrition: The real reasons why call centre agents quit…

Using call centre incentives to tackle the post-Christmas blues.

Is process adherence ruining your customer experience?

Why your overall call quality score is useless.

Five essential tips for empowering your agents to take ownership.

Want to reduce AHT? Tell your agents to ignore it!

EvaluAgent shortlisted for employee engagement award.

Can rudeness kill customer experience?

Are your customers lost in the multichannel maze?

Why is it all about “average time to answer”?