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…

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…

At evaluagent, we’re committed to delivering a user experience that not only meets the demands of modern evaluation workflows, but makes them simpler and more impactful.   That’s why we’re excited to release our redesigned evaluation screen, now with a streamlined, intuitive layout. This update enables you to assess and engage with conversation data more effectively,…

If you’ve been following our series on how to make a business case for QA software, you’ll have already weighed up the challenges, got to grips with the key benefits, carried out extensive research, and now be ready to make your decision. But there are a few last things you’ll want to consider before you…

With so many software providers to choose from, how do you start to narrow it down? Be specific in your search. ‘Contact center software’ is going to overwhelm you, since you’ll get everything from workforce management to call recording. Here at evaluagent, we focus specifically on quality assurance and agent improvement, and integrate with a…

You understand the challenges your contact center is facing, and you’re convinced you’re ready for a great QA tool to help you tackle them. And yet, the C-Suite and Board’s priorities will be to tighten the purse strings while confidence in the economy is low. Few will sign off investment into contact center software without…

The contact center has always been a challenging place to work – fortunately, technology can help alleviate a lot of the most common obstacles, blockers and issues. In fact, Deloitte’s 2023 contact center report shows that modernizing infrastructure and agent-enablement technologies feature as two of the top three investment priorities. So what challenges can best-in-category…