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?

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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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…

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,…

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…

ChatGPT and AI have both become buzzwords in the contact center industry, with many advancements enabling automation in various areas. The recent buzz around ChatGPT has many businesses excited about the prospect of increasing their quality assurance coverage (and for good reason) however we wanted to share a dose of truth having tested ChatGPT for…

Evaluate any conversation in seconds with just one press of the button with the world’s FIRST ChatGPT-powered Quality Management platform! For years, contact center software providers have promised to automate evaluations and improve efficiency in the Quality Management process, but many solutions still require costly and complex implementation processes resulting in the majority of contact…

With ever-increasing competition and customer demand, the modern contact centre must keep evolving to ensure it offers a positive customer experience. But when it comes to evaluating customer interactions, it can be a lengthy and manual process, meaning you don’t get a true representation of the customer service you offer. That’s where Auto QA can…

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.