Our Quality and Coaching Specialist, Chris Mounce, caught up with Martin Teasdale on the Get out of Wrap podcast to chat about the agent experience, AI and evaluagentCX.  With decades of experience between Chris and Martin, they shared anecdotes and teaching moments from their careers as well as what’s top-of-mind for contact centers today. Watch the…

Read more on compliance

Read more on compliance

BPO and call centers are fast-growing industries that play a pivotal role in streamlining business processes and enhancing customer service. While they have similarities, they are not synonymous and have different scopes and objectives. What is a BPO? BPO, or Business Process Outsourcing, refers to the process where companies delegate specific business functions to external…

Omnichannel contact center software is designed to meet the demands of customer expectations by providing a seamless, integrated experience across all engagement channels. Nowadays, people demand exceptional service across email, chat, social media, phone calls, and more. In fact, some 37% of customers expect to connect to the same agents across multiple support channels. Omnichannel software centralizes…

Today’s customers value their time more than ever and expect to have issues dealt with quickly. It’s why customer service increasingly plays a pivotal role in shaping the reputation and success of every modern business. Average call wait time in call centers is a key metric that companies can use to assess the quality of…

Call centres are important in today’s fast-paced corporate world, acting as the front lines of client interactions and moulding the overall customer experience. To thrive in this extremely competitive sector, you must understand and implement the essential factors driving call centre success.  EvaluAgent is a well-known provider of contact centre quality assurance solutions. They have…

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

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…

A study by Whistl has suggested that up to 38% of customers value a quick resolution the most when contacting a call centre. But despite customer service technology improving across the board, many call centres are still using separate telephone and computer systems, and flicking between the two can increase the handling time of each…