Driving a customer experience (CX) transformation is no small feat. You understand the value of customer feedback, and you see the opportunity to create meaningful change. Yet, time and again, you hit a roadblock: your contact center and operations leaders aren’t buying in. Their hesitation often boils down to one core issue: sample size. The…

Quality Assurance (QA) has become a critical element for modern customer service and sales teams. Auto-QA tools have gained significant traction due to their ability to efficiently assess performance and help organizations scale. However, there’s a risk that auto-QA could turn into nothing more than a box-ticking exercise, speeding through scorecard completion without any real…

What if you could understand the tone, emotion and intent behind a customer interaction, all in an instant? Well, you can. Under the broader umbrella of conversation intelligence, customer sentiment analytics provide contact centers with unparalleled insight. Having this information to hand, with minimal human effort, gives organizations all the qualitative information they need to…

We discuss how human interaction and customer service conversations will be overtaken by the evolution of AI.  It’s 8 years since Alice & Bob, two Facebook AIs, had their famous conversation on Meta’s (Facebook’s) digital channels. The result was a trip to say the least. Facebook shut them down and we all had a giggle…

Voice analytics, sometimes called conversation analytics, offers businesses the ability to decode tone, sentiment, and intent to improve customer experience and drive smarter decisions. By analyzing both the words spoken and the emotions behind them, voice analytics allows businesses to uncover actionable insights that would otherwise go unnoticed.  In this post, we explain how voice…

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…