Optimising Contact Centre Performance Through Employee Engagement

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.

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Say Hello to EvaluAgent LMS – Out Now

We’re thrilled to announce that EvaluAgent LMS is now available for general release. The latest addition to the EvaluAgent product suite cementing our place as THE complete Quality Assurance and Performance Improvement platform for customer service and sales teams. EvaluAgent LMS is a game-changer for the Contact Centre industry. By connecting Quality Assurance data, Coaching…

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5 Things To Consider When Creating Your First eLearning Lesson

When done right, eLearning is a massive asset to your contact centre. The National Center for Education Statistics suggests that 58% of employees prefer to learn at their own pace, whilst multiple studies show that eLearning improves performance by 15%-25%, with potential cost savings of 45% or more on instructor-led classes. However, research has repeatedly…

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5 Reasons To Invest In An Integrated Learning Management System (LMS)

Contact centre eLearning: the way forward for your business? Time is tight in a contact centre. It seems that there are not enough hours in the day, and you are juggling onboarding team members while chasing FCR, QA, and CSAT targets. Continuous development is vital for success but finding a way to offer effective, relevant…

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QA Teams: Time To Turn Into E-Learning Superstars

Right now, there’s a gap developing between your agents current skills and rising customer expectations. As self-service and chatbots take care of easy, low-value inquires, your human agents are picking up increasingly complex interactions at a growing rate. These interactions are now happening over multiple channels, with agents having to keep up with constantly changing…

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EvaluAgent – LMS Triggers: What Are They And How You Can Use Them

What if we told you there was a way to enrol your agents on highly targeted eLearning courses with no extra admin at all? You’d be pretty excited, right? Well. EvaluAgent SmartTriggers inside our new Learning Management Software (LMS) allow you to do just that. Smart Triggers automate agent enrolment using QA data, resulting in…

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