# Empowered agents, _happier customers._

If you want to deliver outstanding service and exceed customer expectations you need an engaged team. EvaluAgent supports you in empowering agents by helping them understand how to improve and fostering a culture of recognition.

Deliver a _better employee and customer experience_ with tools designed to motivate agents at every stage of their journey.

## 01

Transform your contact centre with a gamification strategy that recognises and rewards

- Build individual profiles where agents can personalise their experience and see a breakdown of earned points.
- Fuel friendly competition with leaderboards to see agent rankings.
- Engage with team-focused auctions for real-time bidding excitement, receiving instant notifications for added motivation.
- Drive engagement with ease — performance boards and engagement events can be aligned to your organisation’s goals for great ROI.

## 02

Get performance insights and resources that help agents strive for continual improvement.

- Agents have easy access to performance insights, empowering them to see their growth and contribute to the team’s overall success.
- Personalised dashboards let agents customise to prioritise key metrics and targets for a focused approach.
- A diverse range of supportive resources — including feedback, coaching, meeting records, eLearning modules and quizzes — keeps agents actively engaged with improvements.

## 03

Two-way communication that facilitates fairness and collaboration across the contact centre

Encourage active participation in your QA programme with evaluagent’s intuitive appeals system that tracks changes to scores and trends. Agents can submit ideas, concerns and suggestions anonymously — real-time notifications and status tracking help managers stay organised, while agents feel heard. Top-down communication helps celebrate achievements and keep agents informed with virtual announcements.

## What our customers say

## Trusted by quality teams worldwide.

★★★★★

"evaluagent was one of the best decisions we've ever made as a company."

**Jonas Fandrey**  
Director, Newstel GmbH

★★★★★

"Easy to set up, easy to use and every piece of MI you could ever want!"

**Phil Heighes**  
Head of Operations, Etika

★★★★★

"Excellent QA tool that comes with a reactive customer service team, what more do you need?"

**George Moffatt**  
Quality Specialist, Channable

## Customer stories

## Organisations already making it work.

Throughout Europe, North America and Asia-Pacific.

**The Share Centre**  
Increasing QA Productivity Inside The Share Centre  
285% increase in QA productivity  
Audit time cut from 24 mins to 6 mins  
Pass rate increased from 73% to 85%  
Read the story

**Atos Outsourcing**  
Delivering customer-focused efficiency savings for Atos Outsourcing  
Significant reduction in average handle time  
Improved first contact resolution  
Scalable QA across large agent base  
Read the story

**Pinnacle**  
A story of transformation for Pinnacle  
Transformed QA programme from the ground up  
Consistent evaluation across all channels  
Improved agent engagement and retention  
Read the story