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…

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.

We recently surveyed over 300 respondents to understand current behaviours and find out how organisations are planning on optimising the performance of their contact centres and their strategic priorities for the year ahead. 

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The combination of a time-strapped work week and the lingering effects of the Covid-19 pandemic has caused consumers to rely on call centres for support. Critically, this has placed them at the centre of all businesses’ customer care services. That’s why having a call centre agent who is an efficient call handler and is effective…

We’ve all been hearing more about how automated quality assurance can improve the customer experience – but can it manage your contact center’s compliance risks too? Our auto-QA expert and analytics PhD, David Naylor, has valuable insights on AQA’s compliance applications and shares his thoughts on where the technology is currently at. “It’s important to know…