In an era where every customer interaction can make or break your brand reputation, understanding the likelihood of your customers to recommend your organisation to a friend, and the wider “voice of your customer” is more crucial than ever before – but how the industry has done it so far is quite broken.   Traditionally, companies…

How many of us have felt that workplace communications have been a little too heavy on the ‘top-down’ variety?   This can feel especially true in contact centers, particularly for agents, who are often on the receiving end of comms from management, team leaders and evaluators. It can make the employee experience feel rather one-sided and…

In the dynamic world of customer service, contact centers play a pivotal role in delivering exceptional experiences to customers. However, the high-pressure nature of the job can sometimes lead to burnout and decreased morale among agents. This can result in a chain reaction with far-reaching consequences: impacting customer interactions, escalating agent turnover rates, and amplifying…

Introducing SmartView Custom Dashboards: Take Control of Your QA Data Like Never Before! Today is an exciting day as we unveil the latest addition to our QA and Improvement platform: SmartView Custom Dashboards. With this groundbreaking feature, you can now take control of your QA data like never before, gaining deeper insights and making data-driven…

At EvaluAgent, we are committed to continuously enhancing our platform to meet the evolving needs of our users. We are excited to announce a range of new features and updates that will simplify and streamline your data management, and empower you to elevate your customer service, training, and learning experiences. Let’s dive into the details!…

Welcome to EvaluAgent’s 2022 annual product update blog!   It feels like 2022 just flew by! Our product team has grown significantly in size to better support our customers and has been working hard to deliver numerous updates and releases. If you missed any of them, don’t worry – we’re here to highlight some of our…

The holiday season is upon us! And for all EvaluAgent users, we’re delighted to be able to bring you an early gift in the form of a BETA release of… Badges! Our first step towards greater Gamification inside EvaluAgent, and a brand-new feature designed to recognize and reward agents when Evaluators believe they have gone…

Understanding the wants and needs of our customers plays a crucial part in how we continue to make EvaluAgent the smartest QA and Performance Improvement platform on the market today. Over the last few years, we’ve been gathering valuable feedback and seeing how it can be implemented into our platforms so it can make working…

We are happy to announce we just released three… yes that’s right, three brand new features that are set to make your Quality Assurance processes more efficient and ensure your Quality team are evaluating the right conversations! Evaluate the right conversations with Conversation Search  This is one to get excited about… Conversation Search has landed, giving you the ability to search the content of conversations for specific key…

We know how important internal quality scoring is for the modern call centre, in fact we’re experts, but we also know the most effective QA teams constantly evolve their measures of success based on Customer Feedback too. So, what if you could combine your existing survey solution seamlessly with Evaluagent? Well, we have the answer.. Ta da!…