Contact center automation: 7 ways to improve performance

There is so much scope for simplification in today’s contact centres. Team Leaders and evaluators alike face high pressure and intense workloads, which can sometimes result in 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 centre, providing…

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5 predictions shaping the contact center in 2024

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…

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Artificial Intelligence: Its place in the Contact Center

You’ll be in good company

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Does AI really have a place in Quality Assurance?

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?

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Consumer Duty Scorecard Template

In regulated industries such as financial services, every conversation has the power to make or break your brand. Beyond bad reviews, non-compliance can leave businesses facing fines from the Financial Conduct Authority (FCA). Without EvaluAgent, 95% of conversations remain unchecked, leaving your business exposed to risks such as: Read more on compliance

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Consumer Duty compliance through effective QA

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10 Contact Centre Technologies You Should Know About

In today’s competitive business landscape, exceptional customer service is crucial for success. Contact centres, whether focused on inbound or outbound calls, SMS, chat, email, or social interactions, play a critical role in delivering outstanding customer experiences. To achieve this, contact centre technologies are key. In this article, we’ll outline ten key contact centre technologies that…

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The Future of Call Centres

The world of call centres is constantly evolving, and the call centre of the near future is poised to look vastly different from its predecessors. From relying solely on phone calls to utilising multiple communication channels, the evolution of technology has transformed the way businesses interact with their customers – and as these changes occur,…

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What To Expect: The Call & Contact Center Expo US

We caught up with Jaime Scott, Evaluagent CEO, to talk all things Auto-QA and the launch of SmartScore, as we gear up for the Call & Contact Center Expo in Vegas on the 26th and 27th of April. What will EvaluAgent be doing at the Expo next week?We’re at the Call & Contact Center Expo…

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5 Must Haves in your Contact Centre in 2023

From AI to Analytics and everything in between, we’ve been busy finding out what the Contact Centre must haves are for 2023! As the world continues to evolve and change, it’s important to regularly assess your systems and make any updates as necessary to insure you’re keeping up with the latest trends and technology that will take your business to the next level.

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