Contact centers are operating against an ever-shifting tide of changes. Whether it’s the break-neck speed of technology developments, or customer behaviors. AI is rewriting how we think about service and efficiency. Customers expect empathy and connection even in the most automated journeys. And the role of QA and team leaders is seemingly constantly in flux…

It’s just one month to go until evaluagent’s Contact Center Performance Summit! Our virtual, half-day conference has been designed to help you tackle some of the biggest challenges facing contact centers today, giving you pragmatic advice and handy tips and resources to take away with you.   There are plenty of great sessions to look forward…

At our recent Agent Engagement Summit, people from all over the world gathered to hear expertise from some of the world’s leading minds on contact center trends, technology and tactics. Backed by data, the keynote speakers shared their insights to help tackle some of the big challenges facing the industry today – here are some…

For our recent #webinarwednesday we were joined by Chris Dealy, WFM Evangelist at injixo, who has been in the contact centre WFM industry for over 20 years. Our Quality and Coaching Specialist, Chris Mounce, talked to Chris about unlocking operational excellence through combining workforce management (WFM) and quality assurance (QA) in your contact centre.

On Tuesday, we spent the day talking all things CX at the virtual Customer Experience Conference.  As well as proudly sponsoring the event itself, our CEO Jaime Scott joined panellists from Sky, Deliveroo and Atom bank amongst others to discuss how the role of contact centre agents in CX is set to evolve over the…