As contact centres, we are a hotbed of high-risk compliance activity and are tasked with balancing complex and contradicting requirements: 75% of contact centres agree that compliance is a top priority. Yet, when faced with shaky compliance processes, many fall short of proactive intervention. And it’s no wonder. Without the right tools, compliance auditing can…

Contact centres have always been a key touchstone for customer satisfaction, customer experience, and customer resolution – the difference now is the power that a single conversation can have. In today’s climate, our customers are empowered by: All this means it’s easier than ever for customers to go elsewhere. According to PwC, 1 in 3…

Listening to a huge range of customer interactions and scoring each one quickly, fairly, accurately and consistently is no easy task. That’s why so many evaluators find scoring difficult when they start – and that’s nothing to be ashamed of! If you’re a newly appointed evaluator in a contact centre – or you have a…

There’s lots of great content out there if you want to go into the QA process in depth. Including our Ultimate Guide To Quality Assurance here. Sometimes however – particularly when you’re starting out – you want a top-level guide to contact centre QA that runs you through the basics and allows you to find…

Your QA scorecard is one of the most important elements to the QA process. If you design it well, your evaluators will be able to easily define whether your agents are providing great customer service, adhering to key industry compliance regulations and meeting the needs of your wider business. It’s not easy to create a…

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…

In your contact centre, you can probably all agree on a few, high-level standards for a great customer interaction. Most contact centres would like their agents to sound approachable to customers, whatever channel they’re using to communicate. But what does an approachable interaction look like when it comes down to it? Evaluating agent interactions with…

As a contact centre manager, how can you keep on top of how well your agents are performing? One option, of course, is to rely on customer feedback and look at trends in customer data. Are your customers sticking around longer and spending more with the company? Are your NPS and CSAT scores increasing or…

Many people regard scoring as being the most difficult part of the Quality Assurance (QA) process. In this blog we look at scoring in more detail and discuss: If you’re just beginning with QA, or want to have a refresher, check out our Getting Started With QA Guide. Why Do We Need To Score? There…

EvaluAgent CEO, Jaime Scott, shares how Integrated Surveys, Speech Analytics and new coaching workflows can be combined within one platform to empower CX teams to close the loop on Quality Assurance. If you’d like to learn how to align CSAT and QA, are interested in Speech Analytics or looking at ways to adapt your coaching…