In the modern contact center, the sheer volume of interactions offers a goldmine of insights into customer behavior and agent performance. evaluagentCX has long been at the forefront of providing a robust quality assurance platform that automates QA processes and uncovers key insights from conversation data.  With the ability to export data into third-party Business…

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

Learn how AI can help elevate your QA today Download this white paper to learn:  AI for QA has the potential to drive widespread positive changes in contact centers – don’t get left behind. Download the white paper today!

As we plough forward with global digitalisation and see weekly, mind-blowing strides in AI, one thing remains critical as far as the Customer Experience goes…Customers want a humanised experience.

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 value of an effective call centre script cannot be overstated when it comes to providing a consistent and high quality level of service. The right script can boost sales, improve the customer experience and go a long way towards increasing employee morale. It ensures the customer experience is as consistent as possible across the…

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Automatically score every call, email, live chat and ticket against your own measures of success with Conversation Analytics. Available now! For years, software providers in the contact center industry have been promising a speech and text analytics solution that does more than simply generate customer data and dashboards, but so far, you may argue, many…

As of Q4 2021, it’s official that 47% of businesses view their contact center as a valuable source of customer insight. One in six contact centers has even achieved the much-coveted status of being considered a “profit center”. So, what’s their secret? Their superior performance and intelligent operations drive value for teams throughout their organisation – from…