Enhance your QA, insight and customer experience: top 10 resources for the year ahead
Between technology developing at lightning speed, and customer behavior forever shifting, 2024 has been another fast-paced year for contact centers – and 2025 shows no signs of slowing down.
But before you go setting your Out of Office for Christmas, make sure you’ve bookmarked these resources for 2025. Whether you’re looking at upgrading your software to make more gains, or tackling strategic puzzles, we’ve got guides and expert advice ready for you.
Decision-making
Article: Making a business case for QA software
With some contact centers cutting back budget, or already having extensive tech stacks and processes, it can be difficult to ask the powers with the purse strings for additional investment.
The good news is, proving the value of QA software like evaluagentCX doesn’t have to be difficult, but it does need to be well-considered. Check out our extensive guide to putting together your own business case.
Webinar: Think all-in-one solutions get you better CX? Think again
We teamed up with Intercom, Assembled, and leading CX consultant Brad Herrington to present an alternative approach to the all-in-one contact center solution.
After all, we understand the temptation – but there’s plenty of good reasons to consider otherwise. Customization, in-house expertise and the value of specificity just to name a few…
Tune into the webinar for an in-depth view of this hot topic. If you’re pushed for time, take a look at our summary round-up instead.
Infographic: 5 reasons to choose evaluagent
Well, we’d be remiss to not throw our hat in the ring for consideration. If you’re looking for a comprehensive platform to enhance your QA, surface deeper insights, and drive performance, you’re in the right place.
Check out our infographic for a succinct summary of all the ways we can help you solve your biggest challenges.
Artificial intelligence
Ebook: Get started with AI: a step-by-step guide
Too many contact centers that would benefit from AI are stuck on how to launch it successfully. Getting into the detail is no bad thing, but if overplanning or getting bogged down in working out the process is stopping you moving forward, we’ve got just the thing.
AI is undoubtedly clever, but getting up and running with it doesn’t have to be complicated. From setting your goals, to running a pilot scheme, this guide takes you through each step of successfully bringing AI into your contact center.
Article: Artificial intelligence for call centers: A guide to enhancing the customer experience
Still need convincing on the AI front? Or need to persuade others within your contact center? This writeup covers it all from start to finish. Discover the difference AI could make in your contact center, including its applications, benefits and challenges.
Webinar: Does AI spell the end of NPS surveys?
This webinar, in partnership with The Forum, explores how the development of AI could impact your contact center metrics and measurement sooner than you think. In fact, it’s happening right now.
Predictive metrics like evaluagent’s xNPS (Expected Net Promoter Score) uses powerful AI to assess an interaction and estimate what a customer would have rated it, all without the need for historic data or surveys.
Watch the webinar on demand to learn why traditional measurement is becoming more problematic – and how AI can help.
Strategic insights
Virtual conference: Contact Center Performance Summit, on demand
Missed our flagship virtual conference? You won’t get the on-the-day action back, but all the recordings are accessible for on-demand viewing. Register your details and get instant access to our recordings hub, featuring talks from:
- AI expert and TEDx speaker, Erica Farmer
- CEO of leading transcription software Deepgram, Scott Stephenson
- Founder and host of Get out of Wrap podcast, Martin Teasdale
- Product Director at evaluagent, Ben Cave
- CX consultant and Founder of CULTIVATE, Katie Stabler
Plus, hear from Ubisoft, First Central and AllClear Insurance Services on their challenges, successes and predictions for next year as part of our panel.
Research: Using contact center insights to elevate customer and colleague experience
This focus-group-led research by CCMA, supported by evaluagent, gives you the opportunity to hear directly from contact center leaders about how they’re using data. Benchmark your own initiatives and activity, get inspiration, and discover new ways to elevate your EX and CX.
Article: Top contact center automation trends
Automation typically goes hand-in-hand with AI. While there is significant overlap, this article gives a good idea of just how broad automation – and its benefits – can be.
With different types of automation to explore, leaning into only one or two of them still had the potential to bring about great gains in efficiency and productivity. How many of these seven trends are you looking into?
Article: Contact center predictions 2025
We couldn’t let you head into the new year without arming you with some predictions! The contact center industry is ever-changing, and there’s plenty to be excited about as 2025 looms.
Our expert team and customers volunteer their thoughts on what could be coming in the new year – from renewed focus on handling AI responsibly, to keeping chatbots from going rogue.
And there we have it! Ten resources to inspire you, equip you with the right tools, and elevate your CX strategy. Wishing you all a great festive season – we’ll be back with more insights in 2025.
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