No two customers are the same. Some may have a straightforward query that you’re able to solve in a matter of moments. Others, meanwhile, may need extra care for any number of reasons – and recognizing these vulnerabilities is not just a matter of good service; it’s a necessity. In this blog, we’ll explore what…

Nearly one-third of customers say they will stop doing business with a brand after one negative customer experience (PwC, 2025). For contact centre leaders, that may not be a surprise, but it is going to be concerning amid rising contact volumes and limited capacity. All of this highlights a simple truth: there’s untapped insight hiding…

Register for the 2026 Contact Center Performance Summit Want more expert insights like this? Want the chance to ask experts questions directly? Register your place for our free, virtual conference happening in autumn. Or, see what last year’s Summit looked like.

As we enter 2026, contact centers are no longer debating whether AI belongs in customer operations – that question has been decisively answered. Rather, the real challenge is how organizations blend automation, human expertise, and quality assurance into something customers actually trust. evaluagent CEO Jaime Scott has a clear perspective on where the industry is…

I’d just booked a flight. All I needed was a receipt so I could expense it back. Straightforward, you’d think. Finding no joy in the portal, I opened the airline’s live chat and typed my request. The first reply set the tone: “Ok, thank you. My digital brain is still learning, and I am unable…

Many businesses are rushing to deploy AI – in fact, we’ve seen it already with Klarna and Duolingo missteps. The problem is, they’re often in a race to be the first to make efficiency (and cost) gains, while overlooking fundamental prerequisites. This approach risks implementing sophisticated technology on top of unresolved operational issues. And perhaps,…

Every team across your business – marketing, sales, customer success, support – wants the same thing: a complete picture of the customer. After all, it’s the holy grail for delivering a seamless, personalized service.  And while many departments have made big strides towards this so-called ‘single view of the customer’, there’s one huge source of…

We’ve said it before, and we’ll say it again: AI is an augmenter, not (yet) a human replacement. Recently, there has been a surge of bold declarations from high-profile companies around artificial intelligence. Some have announced sweeping changes to how they work – halting new hires, or restructuring entire teams – all in the name…

Turn regulatory expectations into better outcomes – for both your customers and your contact center. Consumer Duty isn’t just another compliance tick-box. It’s a strategic opportunity to raise the bar on customer outcomes. This year, the FCA’s focus is firmly on how firms evidence their progress. That means your next board report isn’t about what…

Driving a customer experience (CX) transformation is no small feat. You understand the value of customer feedback, and you see the opportunity to create meaningful change. Yet, time and again, you hit a roadblock: your contact center and operations leaders aren’t buying in. Their hesitation often boils down to one core issue: sample size. The…