From AI to Analytics and everything in between, we’ve been busy finding out what the Contact Centre must haves are for 2023! As the world continues to evolve and change, it’s important to regularly assess your systems and make any updates as necessary to insure you’re keeping up with the latest trends and technology that will take your business to the next level.

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’ll be in good company

You’ll be in good company

We’ve likely all had jobs where we weren’t recognised for the work we put in. Remember how that felt? Did it inspire you to work harder for the organisation that employed you? Or did your performance stagnate, knowing that whatever you did would make no difference to your esteem or position in the company? Recognition…

What motivates agents to do a good job? How can contact centres get the best out of their frontline – even when they’re working remotely? How can we stand out when increasing numbers of businesses are competing on CX? Contact centre leaders around the world have been asking themselves these questions as COVID-19 continues to…

Employee engagement is a hot topic at the moment – especially within fast paced environments like contact centres. Agents have to deal with many frustrations during a shift, including difficult customers, heavy workloads and unpredictable IT systems. All of these things have a sizeable impact on their ability to deliver a great customer experience. We…

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…

“Productivity may dip, wrap times may increase but you will need to monitor that individuals don’t let standards slip. Ensure your Team / Ops Managers work closely with your Real Time Planning Team to review performance at all levels and start any conversations early with supportive measures put into place.” Richard Lancaster, Head of CQC…

We all love doing it – telling our friends and family about the shop assistant who went the extra mile, the nurse who showed extra care or the colleague who promised that job would be done by 4pm, but then didn’t follow through… Grrr! But how many times do we tell the actual shop assistant,…