One of the biggest challenges Quality Assurance teams face today is managing their time effectively. Under pressure, under-resourced and often under-valued, being responsible for running a Quality Assurance programme in any organisation can be a challenge. Throw in a global pandemic and businesses needing to cut costs and you may have felt the pressure dial…

Is your team having conversations with customers through Intercom? Relying on reactions and customer feedback alone can be a risky business. Do you actually know what your customer service reps are saying to customers? With the majority of Intercom users having hundreds of chats a day, it’s hard to understand the quality of those conversations and the…

Quality Assurance and Compliance have a bad rep, because, when it’s not working… Factor in the physical separation that comes with remote home-working, and the resulting pain can be amplified. When I worked for Vertex, a global customer management outsourcer (CMO), my role involved supporting account teams to help them “sell” quality management and improvement…

Regardless of the size of the company, any scaling Customer Support team needs to set up a framework that is tried and tested to deliver success. From establishing the right targets, to having the right people in the right roles, industry experts have established these five key factors that can save your scaling Customer Support…

Having an effective QA programme is essential for any scaling business but how do you ensure that it really works? In this blog, we look in detail at how you can ensure that your QA framework is working as effectively as possible. We all intuitively know that quality is important, when you speak to a…

Customer support leaders must have the ability to maintain quality of customer service no matter the emergency, natural disaster or virus outbreak. They must also be able to support, motivate and coach their team, no matter the location. EvaluAgent was built by a remote team, so we understand the complexities and unique challenges a remote…

If you’re considering implementing a Quality Assurance programme or rubric, and are unsure exactly what that should look like in practice, here’s our guide on how to write great QA guidelines. In this blog we’re going to cover: If you’re just beginning with QA, or want to have a refresher, check out our Getting Started With…

Giving feedback is something that almost all leaders still find a stressful experience, yet it’s a key part of the duties of anyone with direct reports. For your customer service to be world-class, you can’t just rely on the usual ‘go-to’ of quarterly or half-yearly reviews. Consistent and regular feedback cycles (of both positive and…

Most businesses measure their customer service using metrics that only tell part of the story. Measures such as NPS and CSAT are highly contextual, fraught with instrumentation difficulties and only relate some of your customers’ experience and success. Customer engagement, by contrast, tells the objective tale of how willing your clients are to engage with…

A Quality Score is a great metric, yes, but QA can go way beyond just presenting a score to your business. The outcome of quality assurance, like any measurement inside your customer service teams, should be to improve customer satisfaction. Within our guide to Getting Started with QA, there’s a number of quality assurance themes but…