The undoubted power of Artificial Intelligence (AI) comes with real worries and responsibilities, particularly concerns over how providers use their customers’ data. At evaluagent, we recognise these concerns and that’s why we develop to an ethical, and customer-centric standard often called ‘responsible AI’. In this article, we’ll explore what responsible AI means, why it matters,…

Imagine you could understand the specific reason why customers are repeatedly contacting you, at scale. What if you could uncover not only the number of customers you have that are vulnerable, but why?   Enter predictive Voice of the Customer metrics: AI-driven insights that allow contact centers to anticipate customer experience issues before they escalate….

As CTO at evaluagent, I’m constantly inspired by the rapid evolution of AI and its potential to revolutionize how businesses understand their customers. Here at evaluagent, we’re exploring that potential all the time. Our platform harnesses the latest advancements in AI and machine learning (ML) to help contact centers unlock valuable insights from customer data….

Customer service and support (CS) leaders face mounting challenges in capturing actionable insights about the customer experience (CX). While 94% of CS organizations use customer surveys as part of their voice of the customer (VoC) programs, Gartner research reveals that surveys bring less value than alternative feedback methods.   In light of these findings and…

The contact center is now at a pivotal point. It’s evolving into a dynamic hub of innovation, personalization, and customer intelligence thanks to advanced reporting, automation, and predictive metrics.  But predictive metrics aren’t just transforming the way businesses measure performance – they’re also influencing the fundamental role of contact centers. In this blog, we explore…

Customer service is changing, and artificial intelligence (AI) is at the forefront of this transformation. As competition intensifies, businesses are increasingly turning to AI to reshape how their call centers function. Their goals? Improve efficiency, cut costs, and most importantly, enhance customer experiences.  What does AI in call centers mean?  AI in call centers involves the…

Drive performance in your contact center evaluagent’s Contact Center Performance Summit played host to an array of talks focused on everything from AI, to leading CX innovation. As part of our hub, you can view recordings of talks including: And much, much more! Register your details today to get immediate access.

In today’s fast-paced world, where customer expectations are continually shifting, it can be challenging to work out which AutoQA and Improvement platform is right for your business, since many make similar promises.  As experts with a deep understanding of the contact center industry, we know that an effective platform must support you in unlocking valuable…

Not all AI is created equal – which presents some obstacles when you’re shopping around for a partner that can help you apply AI and automation in meaningful ways. So how do you go about doing due diligence on potential vendors you have your eye on? Check out our infographic below…

Any big change, in any company, can often be met with resistance and skepticism. What’s wrong with the old way? The problem is, if you don’t get on board with AI soon, you risk getting left behind. So how can you persuade your team and internal stakeholders that AI is a positive step forward? We…