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…

The primary goal of a call centre is to deliver a service to anyone who interacts with your company. Call centres don’t look to be going anywhere, with surveys completed by Hubspot and Salesforce indicating that the majority of customers prefer to communicate issues via live calls. But a good experience remains of critical importance,…

All too often, contact centre agents are treated as disposable. There’s a ready supply of labour, after all, and frontline workers come and go. Isn’t that how it’s always been?   As well as creating a negative atmosphere for your employees and taking its toll on their mental health, this approach is fast becoming incompatible with…

Whether I’m trying to get to Barnard Castle, or understand how to get better at my job, I need some guidance to understand the roads / steps I need to take to get to my end point – my goal. These days, I use my iPhone for travelling because I like the simplicity of the…

We all love doing it – telling our friends and family about the shop assistant who went the extra mile, the nurse who showed extra care or the colleague who promised that job would be done by 4pm, but then didn’t follow through… Grrr!  But how many times do we tell the actual shop assistant,…