We recently surveyed over 300 respondents to understand current behaviours and find out how organisations are planning on optimising the performance of their contact centres and their strategic priorities for the year ahead.

You already know that Quality Assurance is a non-negotiable for your Contact Centre, maybe you’re already using a platform or you’re still sticking it out with spreadsheets, but are you sure you’re getting the best from your programme?

Often, contact centers should have a long-term goal to implement Quality Assurance or at least create a more structured process than what they currently have. It may be that they don’t have anything in place at all, or are using spreadsheets to try keeping costs down. More often than not, they know they need to…

You’ll be in good company

You’ll be in good company

Let’s face it, Quality Assurance will always play a part in the ongoing review and maintenance of our business. We love to monitor and track what we do, we love to measure how well we do it and all of this gives us the confidence and reassurance that we are doing what we say we…

We are happy to announce we just released three… yes that’s right, three brand new features that are set to make your Quality Assurance processes more efficient and ensure your Quality team are evaluating the right conversations! Evaluate the right conversations with Conversation Search This is one to get excited about… Conversation Search has landed,…

We know how important internal quality scoring is for the modern call centre, in fact we’re experts, but we also know the most effective QA teams constantly evolve their measures of success based on Customer Feedback too. So, what if you could combine your existing survey solution seamlessly with Evaluagent? Well, we have the answer…..

In the world of customer service and contact centres, there are a number of different terms for quality assurance. Quality assurance, call monitoring, QA, interaction analytics, quality management, CRQM, conversation reviews, performance management, quality monitoring… it’s all pretty much talking about the same thing. Over time these terms were born from the development of operations…

Confusion and uncertainty shouldn’t be a rite of passage in the contact centre quality assurance (QA) journey… . Though it often is. With a noisy market and constantly evolving technology, figuring out what QA features your centre needs to thrive becomes a throbbing headache. We want to change that. Welcome to Maturity. With our new…