With scorecards taking time to define, it can be tempting to take a ‘one-and-done’ approach. However, doing so can put you at risk of not only using outdated line items, but skewing your QA to outdated concepts.  Why should you review your scorecards? Having data from regular evaluations enables your team leaders and managers to…

Struggling make your QA program meaningful and impactful? Thanks to decades of experience working on the frontlines in contact centers, we’ve created a platform that helps you address common issues, deliver tangible improvements and better support your agents. Check out our infographic below for more details!

Our Quality and Coaching Specialist, Chris Mounce, caught up with Martin Teasdale on the Get out of Wrap podcast to chat about the agent experience, AI and evaluagentCX.  With decades of experience between Chris and Martin, they shared anecdotes and teaching moments from their careers as well as what’s top-of-mind for contact centers today. Watch the…

The contact center has always been a challenging place to work – but today’s contact centers have to deal with more strains than ever. Whether it’s the demands of different customers, the expectations to deliver exceptional service across multiple channels, changing industry regulations or keeping your agents engaged… it’s a lot. You know this, of…

If you thought Consumer Duty would be an initial tick-box exercise you just have to get through, you’d be wrong.  Nisha Arora, Director of Cross Cutting Policy and Strategy at the Financial Conduct Authority (FCA) has gone on record to emphasize that Consumer Duty will not be a ‘once and done’ exercise. That means you…

October 2023 saw the Gambling Commission issue updated formal guidelines to remote gambling operators, bringing customer safety to the forefront. The new framework outlines how operators must take a more proactive approach to customer interaction, placing more responsibility on contact centers and quality assurance teams to consistently and compliantly safeguard their customers.  But what are…

What if you realized your contact center only analyzed 2% of customer interactions? You’d be rightly alarmed at the scale of those missed opportunities. Yet that’s the reality for most firms according to new research. The remaining 98% of conversations represent a goldmine of untapped customer intelligence. A sea of untapped information How much do…

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