Contact centres are automating interactions faster than they’re governing quality. Bots handle initial enquiries. Agents assist with complex cases. Outsourced teams manage overflow. Digital channels multiply. And somewhere in the middle, quality management struggles to keep up. Most leaders believe they have governance in place. What they actually have is a patchwork of disconnected quality…

As we enter 2026, contact centers are no longer debating whether AI belongs in customer operations – that question has been decisively answered. Rather, the real challenge is how organizations blend automation, human expertise, and quality assurance into something customers actually trust. evaluagent CEO Jaime Scott has a clear perspective on where the industry is…

With AI, automation, and agentic technologies becoming more widespread, contact centres are recognising the potential to do more with their QA data. There’s a growing appetite for change in how quality is measured and acted upon. With that in mind, we’ve collated the three big shifts every contact centre leader – and especially those in…

Discover how you can automate your QA scorecards to improve customer interactions and improve call centre performance.  Contact centre quality assurance (QA) scorecards have undergone a remarkable transformation in recent years. The traditional scorecard, once a rigid checklist of agent behaviours, has the potential to evolve into a far more dynamic tool – one that…

We explore how the standard call disposition process prevents you from getting the best customer insights.  Organizations need to understand why customers are contacting their customer service teams. Doing so enables you to optimize the customer experience, deflect unwanted demand to self-service and improve productivity.  Traditionally, disposition codes have been the go-to method for categorizing…

We’ve all been hearing more about how automated quality assurance can improve the customer experience – but can it manage your contact centre’s compliance risks too? Our auto-QA expert and analytics PhD, David Naylor, has valuable insights on AQA’s compliance applications and shares his thoughts on where the technology is currently at. “It’s important to know…

A year ago, we launched evaluagentCX with a simple goal: give Quality teams a complete picture of the customer by uniting Conversation Intelligence, Voice of the Customer (VoC) and Quality data into one platform.        In the 12 months since, we’ve loved watching our customers unlock the efficiency and power of creating a…

The contact center is now at a pivotal point. It’s evolving into a dynamic hub of innovation, personalization, and customer intelligence thanks to advanced reporting, automation, and predictive metrics.  But predictive metrics aren’t just transforming the way businesses measure performance – they’re also influencing the fundamental role of contact centers. In this blog, we explore…

Between technology developing at lightning speed, and customer behavior forever shifting, 2024 has been another fast-paced year for contact centers – and 2025 shows no signs of slowing down.  But before you go setting your Out of Office for Christmas, make sure you’ve bookmarked these resources for 2025. Whether you’re looking at upgrading your software…

Screen capture and playback have emerged as tools to gain deeper insights into agents’ desktop behavior during customer interactions – and it’s undoubtedly a great addition to the QA process. But with plenty of vendors vying to offer screen capture, there can be as many risks as there are benefits if they’re not a specialist….