How to Set Remote Agents Up For Success

It’s fair to say that, in many cases, remote working was an unwelcome imposition on contact centres in early 2020. That said, many have since embraced the model because of the cost saving and employee wellbeing benefits it offers.  If you initially viewed remote working as a temporary measure, but are now considering it a…

Read more
Managers MUST continue doing these things when leading a remote team!

It’s not only front-line agents who are experiencing new things. The majority of team leaders and managers won’t have managed a remote team or worked remotely themselves either. Bare that in mind when looking at where support is needed most. EvaluAgent CEO Jaime Scott says; “The current remote working scenario is a chance for managers…

Read more
How Ubisoft support Agents and Players through team engagement

Over the last few weeks we’ve been speaking to our customers. We’ve asked them all the same, how are they managing the move to remote working, how are their teams remaining motivated and engaged and how are they maintaining service quality throughout this period of uncertainty and unrest.  Oh, and to share some tips they’d…

Read more
A virtual High-Five for recognition and positive reinforcement

Times are tough right now. You’ve resolved the technical challenges of your team working from home: laptops, work phones, systems and technology, but now there’s a new challenge… Keeping your agents motivated and recognising great performance remotely.  One way you can do this is through positive reinforcement. Many consider positive reinforcement as the most powerful…

Read more
How CQC embraced team engagement to support their remote working team

Care Quality Commission (CQC) was established in 2009 to regulate and inspect care homes, hospitals, doctors & dentists, social care providers and mental health services etc. They’re the independent regulator of all health and adult social care in England, making sure these services provide people with safe, effective, compassionate, high-quality care. Given the industry they’re…

Read more
Securing the right customer service software in challenging times

This article originally appeared on Business Matters. With staff from many businesses now working from home, and customers having increased opportunity to engage with companies and different brands, customer support workers will be increasingly stretched. Throughout the ongoing challenges of the COVID-19 pandemic, businesses are particularly reliant on their customer service teams to provide a consistently…

Read more
How to Motivate Remote Customer Support Teams

Working remotely as a customer support team has its own unique challenges from being office based. However, neither your agents nor your customers need to suffer. Not all team leaders will have experience in managing a team that’s in a different location, and spread out in multiple locations. There will be a number who will…

Read more
How to Maintain Service Quality with Remote Teams

Due to the government advice that people should currently be working from home wherever possible, many companies have been experiencing a completely new way of working. This can be a very challenging time if remote working hasn’t been fully embedded in your company before, particularly when it comes to maintaining service quality, for example. In…

Read more
Maintaining Service Quality Remotely

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…

Read more
How do you stay motivated and productive working from home?

Luckily my fellow EvaluAgent team and I have worked remotely for years, so apart from stepping up the video calls (meaning you need to swap your university hoody for a smarter jumper), the recent remote working requests haven’t impacted us much at all. But that’s not the case for everyone. Some of my friends have…

Read more