Masterclasses by evaluagent Our Masterclass series focuses on busting topical myths in the CX space. In these sessions, you’ll get data-backed insights and research, alongside actionable takeaways to start using in your contact center today. Pop your details in the form to watch on-demand now, or take a look at our events page to see…

So, you’re convinced AI is the next frontier for your contact center. Exciting times! But before embarking on your AI journey, there are a few things you’ll need to have in place to prevent getting too ahead of yourself. 1. Supporting infrastructure This is a big one. Without solid processes, defined roles and responsibilities, and…

Get started with AI today  This guide covers:  Download your copy today for a no-frills guide to safely and effectively implementing AI in your contact center – so you can start reaping the rewards. 

Masterclasses by evaluagent Our Masterclass series focuses on busting topical myths in the CX space. In these sessions, you’ll get:  Pop your details in the form to watch on-demand today, or take a look at our events page to see what else is coming up.

In the fast-paced world of customer service, delivering satisfaction is key. Contact centers, the frontline of customer interaction, have long relied on post-call surveys to gauge a range of metrics like customer satisfaction, customer effort and Net Promoter Scores (NPS), in a bid to try and unearth what their customers really think. It could be…

The contact center agent’s role has never been easy. Long hours, irritated customers, and constant monitoring can lead to quick burnout. But what if AI and automation could help make their jobs more enjoyable? Forward-thinking contact centers know that satisfied employees lead to satisfied customers. By leveraging the latest AI and automation tools, you can…

There is so much scope for simplification in today’s contact centers. Team Leaders and evaluators alike face high pressure and intense workloads, which can sometimes result in quality assurance (QA) being less about improvement and more about ticking boxes.  Thankfully, technology has come a long way in how it can support roles across the contact…

It’s beginning to look a lot like… predictions season! With customer expectations shifting, technology advancing and contact centers in high demand, there’s a lot to consider for 2024. Whether it’s ever-evolving tech stacks, or a renewed focus on agent wellbeing, contact centers will have their work cut out for them if they want to ensure…

Learn how AI can help elevate your QA today Download this white paper to learn:  AI for QA has the potential to drive widespread positive changes in contact centers – don’t get left behind. Download the white paper today!