Knowledge Hub

Catch up on the latest news, advice and tips from the contact center world here.

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What style of call centre manager are you?

Demotivated Millennials are killing call centre productivity!

Call centre culture: do you walk the walk or simply talk the talk?

What exactly is call centre agent empowerment?

What’s the real cost of agent turnover?

Resistance is futile: the impact of bad change management on the call centre.

The secret to effective call centre communication.

What’s the difference between a good team leader and a bad one?

Agent Attrition: The real reasons why call centre agents quit…

Using call centre incentives to tackle the post-Christmas blues.

Is process adherence ruining your customer experience?

Why your overall call quality score is useless.

Five essential tips for empowering your agents to take ownership.

Want to reduce AHT? Tell your agents to ignore it!

EvaluAgent shortlisted for employee engagement award.

Can rudeness kill customer experience?