For our recent #webinarwednesday we were joined by Chris Dealy, WFM Evangelist at injixo, who has been in the contact centre WFM industry for over 20 years. Our Quality and Coaching Specialist, Chris Mounce, talked to Chris about unlocking operational excellence through combining workforce management (WFM) and quality assurance (QA) in your contact centre.

In today’s competitive business landscape, exceptional customer service is crucial for success. Contact centres, whether focused on inbound or outbound calls, SMS, chat, email, or social interactions, play a critical role in delivering outstanding customer experiences. To achieve this, contact centre technologies are key. In this article, we’ll outline ten key contact centre technologies that…

The world of call centres is constantly evolving, and the call centre of the near future is poised to look vastly different from its predecessors. From relying solely on phone calls to utilising multiple communication channels, the evolution of technology has transformed the way businesses interact with their customers – and as these changes occur,…

Read our FCA Consumer Duty summary and learn how quality assurance teams in contact centres an help businesses comply with this new regulation.

Quality assurance is paramount when it comes to keeping both call centre agents and customers satisfied. It can be used to monitor how customers are responding to agents, as well as helping team leaders identify any agents in need of help. Essentially, quality assurance is the process of determining whether a product or service meets…

Welcome to EvaluAgent’s 2022 annual product update blog!   It feels like 2022 just flew by! Our product team has grown significantly in size to better support our customers and has been working hard to deliver numerous updates and releases. If you missed any of them, don’t worry – we’re here to highlight some of our…

We recently surveyed over 300 respondents to understand current behaviours and find out how organisations are planning on optimising the performance of their contact centres and their strategic priorities for the year ahead. 

You already know that Quality Assurance is a non-negotiable for your Contact Centre, maybe you’re already using a platform or you’re still sticking it out with spreadsheets, but are you sure you’re getting the best from your programme?

Often, contact centers should have a long-term goal to implement Quality Assurance or at least create a more structured process than what they currently have. It may be that they don’t have anything in place at all, or are using spreadsheets to try keeping costs down. More often than not, they know they need to…

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