We’re excited to bring you a new, free white paper on one of this year’s biggest breakout technologies: Artificial Intelligence. But what does AI actually mean in the context of the contact center? What can it actually do? With uncertainty surrounding AI as an augmenter or replacer of agents, we commissioned data-backed research to uncover…

Last week we held our inaugural Agent Engagement Summit, an event focused entirely on the agent experience and how it can be improved. The atmosphere was upbeat, the lobby was buzzing, and the ideas brilliant… and it was all achieved online!  If you weren’t able to make it (or you simply want to revisit the…

First contact resolution has long been the holy grail of customer service. Resolve that initial call completely and the case is closed, right?  Not so fast. In today’s omnichannel environment, the customer journey doesn’t end when that first call does.  Recent research by ContactBabel reveals first contact resolution ranks highly among priorities for UK and…

Quality Assurance (QA) is an essential component of any Contact Center’s operations, ensuring that customer interactions continuously meet and exceed the desired standards. Over the years, QA practices have evolved from manual processes relying on spreadsheets to incorporating dedicated software solutions. However, with the invention of artificial intelligence (AI), there is a tremendous opportunity to revolutionize QA and achieve unparalleled accuracy and efficiency. So, how do you integrate AI into QA and what is its potential impact on organizations?

At EvaluAgent, we are committed to continuously enhancing our platform to meet the evolving needs of our users. We are excited to announce a range of new features and updates that will simplify and streamline your data management, and empower you to elevate your customer service, training, and learning experiences. Let’s dive into the details!…