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…

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…

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: the need for clarity in guidelines, how to write QA guidelines, how to write GREAT guidelines. If…

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…