evaluagent®

Want to get the most out of auto-QA? You'll need to stop treating it as a 'tick-box' exercise. Instead, focus on the value that the insights can provide, and how you can translate them into concrete actions that drive performance. Want to know more? It's all in our latest newsletter ⬇️

Some 41% of customers say they haven’t noticed any changes to their treatment since #ConsumerDuty was introduced. From difficult data to red tape, there are a number of reasons why businesses are struggling to provide good outcomes, and noticeable impact, for customers. We walk through five of the most common ones, and how you can fix them, in our recent article. https://lnkd.in/eWMYXR29

Join our Chief Commercial Officer James Marscheider as he chats with our partners Phase2 about the power of Quality Assurance and how to tap into its potential. From improving agent performance to uncovering crucial CX insights, James will be there to demystify it all. Register your interest below ⬇️

What if you could understand not just what your customers are saying, but how they really feel? 💡 Customer sentiment analytics goes beyond keywords to uncover the true emotions behind every customer interaction. It's transformative for contact centers looking to improve CX, reduce churn, and empower the wider business with richer insights. In our latest article, we break down exactly what sentiment analytics is, why it matters, and how to make it work for your team. Have a read: https://bit.ly/3RPdT4m

Contact centre QA scorecards have undergone a remarkable transformation in recent years. Once a rigid checklist of agent behaviours, the scorecard has the potential to evolve into a far more dynamic tool – one that leverages AI and automation to drive efficiency, accuracy, and fairness. But what does this shift look like in practice? And how can you turn your scorecard into a key driver of CX insights? Read our newsletter to find out ⬇️

We might not have taken home the award for Culture Initiative of the Year, but we're so inspired after last week's British HR Awards. Congratulations to Midlands Partnership University NHS Foundation Trust for the win! 👏 And, of course, huge thank you to People Spark Solutions ltd. for all the brilliant training, guidance and advice they've given us to enhance our people experience 🙌

We're delighted to announce our new partnership with Phase2! The addition of evaluagentCX into Phase2’s portfolio enhances its end-to-end technology solutions, creating a fully connected, intelligent ecosystem that delivers faster insights, seamless automation, and superior CX - all supported by world-class service and expertise.  Want to know more? Read our press release below ⬇️ https://lnkd.in/eVRCEcx6

"In 2025, contact centres are gearing up to provide human-like service to our human customers... the catch? The customers won’t be human for long." This week's newsletter is a brilliant thinkpiece from evaluagent's Product Director Benjamin Cave. Discover what a future of humanless CX could look like - and, most importantly, how to prepare.

You need to understand why customers are contacting your customer service teams... but in most instances, the manual call disposition process is fundamentally flawed 😖 So, how are you supposed to optimise your customer experience, deflect unwanted demand and improve productivity? Our Head of Product Matt Jones dives into this in his latest article: https://lnkd.in/e4W3VESj

Some say bad publicity is still good publicity. ...But not when it comes to your customer experience. The last thing most contact centers need is a chatbot that's hit headlines and annoyed customers - whether that's because of unhelpful replies, or even #AI hallucinations. So, how do you stop your chatbot going rogue? The answer lies in #QA. The rest of the answers are in our latest newsletter. Have a read ⬇️