The success of a contact center hinges not just on the technology it employs, but on the effectiveness of its coaching and training programs. As the frontline of customer interaction, contact center agents require ongoing support and development to deliver exceptional service and drive customer satisfaction.   Yet, many organizations struggle to keep their training programs…

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…

Guest blog kindly shared by our partners at Assembled In the rapidly evolving world of customer support, the choice of technology can make or break the quality of service. Assembled, Intercom, evaluagent, and CX expert Brad Herrington recently took to the virtual stage to highlight the transformative power of a best-in-category tech stack for customer…

Attenzione!   We are delighted to share that evaluagentCX now supports multiple languages, making it easier than ever for contact centers across the globe to leverage the full potential of the platform.  As part of this update, international users can now benefit from a host of great new features. Enhanced user interface experience  Users can now…

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…

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…

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