Agent Assist has been around for years, evolving from basic scripting tools into more sophisticated systems designed to support agents during live conversations. But as these tools have grown more complex, the results have often fallen short of the hype.  In today’s contact centers, the real question isn’t “Should we have real-time support?”. It’s “What kind…

As customer service automation advances, contact centers are undergoing a fundamental shift. Routine enquiries are being increasingly handled by AI and self-service tools, while live agents manage the most complex, high-stakes interactions – all while taking notes and dealing with potentially difficult customers. Elsewhere, regulated industries are under increasing pressure to demonstrate compliance, while inefficiencies…

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….

A well-structured quality assurance program is more than a checklist – it’s a strategic approach that ensures your products and services consistently meet (and exceed!) standards, helping to build trust and satisfaction among your customers.  This article explores the essential components you need in a quality assurance program, the benefits it’ll bring, and best practices…