7 reasons why CX can’t hang up on the voice channel

May 1st saw our CCO James Marscheider team up with Director of Product Marketing and GTM Nadine Edmondson to explain why customers need not overinvest in digital channels. There were tons of great insights, but we’ve whittled down the masterclass into seven great takeaways that might have you reconsidering your channel mix.  We’ve got plenty…

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Myth: I should implement real-time QA in my contact center

Here at evaluagent, we’re huge advocates of AI and its potential to bring positive change to contact centers all over the world. Naturally, an innovation as far-reaching as AI isn’t welcomed by everyone – and some applications of it are more divisive than others.  Enter: real-time QA.  What is real-time QA?  Sometimes known as Agent…

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In conversation: How to unlock agent improvement and preserve QA integrity

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…

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Complaints Scorecard Template

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Vulnerability Scorecard Template

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What is the difference between BPO and call centers?

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…

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What is Omnichannel Contact Center Software?

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…

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Discover the average call wait time in call centers and how to reduce yours

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…

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5 Key Components of a Successful Call Centre

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…

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Consumer Duty Scorecard Template

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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