How customers ideas can contribute to EvaluAgent’s roadmap

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…

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Introducing our latest features: Helping you find extreme conversations and evaluate them faster!

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…

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Introducing Nicereply for EvaluAgent- Closing the loop between Quality Assurance and Customer Feedback

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!…

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Uncover hidden insights by digging deeper than ever before with our new KPI Performance Report

We’ve all been there. Finding yourself drowning in numerous data points that not only leave your original questions unanswered, but presents new ones along the way. Things need to change… and they are with our new KPI Performance Report. The KPI report enables QA teams to unlock new insights, customise reports and share performance with stakeholders…

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Say Hello to EvaluAgent LMS – Out Now

We’re thrilled to announce that EvaluAgent LMS is now available for general release. The latest addition to the EvaluAgent product suite cementing our place as THE complete Quality Assurance and Performance Improvement platform for customer service and sales teams.  EvaluAgent LMS is a game-changer for the Contact Centre industry. By connecting Quality Assurance data, Coaching…

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EvaluAgent – LMS Triggers: What Are They And How You Can Use Them

What if we told you there was a way to enrol your agents on highly targeted eLearning courses with no extra admin at all? You’d be pretty excited, right? Well. EvaluAgent SmartTriggers inside our new Learning Management Software (LMS) allow you to do just that. Smart Triggers automate agent enrolment using QA data, resulting in…

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Introducing One-to-Ones & Actions from EvaluAgent

We’re super excited to formally announce the release of One-to-Ones and Actions. The latest innovation in our Quality Assurance and Performance Improvement platform and the next natural step for Contact Centres looking to have more impactful One-to-Ones with frontline teams.  Studies have shown employees who have regular One-to-Ones are 3x more likely to be engaged than their peers…

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User Management: The elephant in the room

SaaS vendors unite! “No one gets sacked for buying…..” There was a time, not so long ago when contact centres bought all their contact centre management and workforce optimization software from one of the big boys. NICE, Verint, Avaya, CISCO, Genesys, Calabrio to name a few. As a buyer of such software when I worked…

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Our latest Integration – EvaluAgent for Intercom

Is your team having conversations with customers through Intercom? Relying on reactions and customer feedback alone can be a risky business. Do you actually know what your customer service reps are saying to customers? With the majority of Intercom users having hundreds of chats a day, it’s hard to understand the quality of those conversations and the…

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