The primary goal of a call centre is to deliver a service to anyone who interacts with your company. Call centres don’t look to be going anywhere, with surveys completed by Hubspot and Salesforce indicating that the majority of customers prefer to communicate issues via live calls. But a good experience remains of critical importance,…
Read moreUncover hidden insights by digging deeper than ever before with our new KPI Performance Report
We’ve all been there. Finding yourself drowning in numerous data points that not only leave your original questions unanswered, but presents new ones along the way. Things need to change… and they are with our new KPI Performance Report. The KPI report enables QA teams to unlock new insights, customise reports and share performance with stakeholders…
Read moreSay Hello to EvaluAgent LMS – Out Now
We’re thrilled to announce that EvaluAgent LMS is now available for general release. The latest addition to the EvaluAgent product suite cementing our place as THE complete Quality Assurance and Performance Improvement platform for customer service and sales teams. EvaluAgent LMS is a game-changer for the Contact Centre industry. By connecting Quality Assurance data, Coaching…
Read moreEvaluAgent – LMS Triggers: What Are They And How You Can Use Them
What if we told you there was a way to enrol your agents on highly targeted eLearning courses with no extra admin at all? You’d be pretty excited, right? Well. EvaluAgent SmartTriggers inside our new Learning Management Software (LMS) allow you to do just that. Smart Triggers automate agent enrolment using QA data, resulting in…
Read morePerformance Improvement in the Contact Centre: A Guide
All too often, contact centre agents are treated as disposable. There’s a ready supply of labour, after all, and frontline workers come and go. Isn’t that how it’s always been? As well as creating a negative atmosphere for your employees and taking its toll on their mental health, this approach is fast becoming incompatible with…
Read moreThe power of a clear, concise and captivating MI report
Whether I’m trying to get to Barnard Castle, or understand how to get better at my job, I need some guidance to understand the roads / steps I need to take to get to my end point – my goal. These days, I use my iPhone for travelling because I like the simplicity of the…
Read moreNever underestimate the power of constructive feedback!
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,…
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