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….

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…

The contact center is no longer just a hub for customer service; it’s becoming the heartbeat of customer experience strategy. As we approach 2025, rapid advancements in technology and shifting consumer expectations are poised to reshape how contact centers operate. We asked our team and clients to share their predictions for next year – from…