Performance improvement Archives - evaluagent

The QA professional in 2026: From analyst to change-maker

There’s a version of the QA professional’s job that most people in the industry would recognise – and not entirely fondly. The quality police. The person who picks calls, marks scorecards, sends feedback, and repeats. A role defined largely by what it measures rather than what it changes. That version of the job is disappearing,…

Unlocking the power of data: why exporting conversation analytics data to BI tools is a game-changer

In the modern contact center, the sheer volume of interactions offers a goldmine of insights into customer behavior and agent performance. evaluagentCX has long been at the forefront of providing a robust quality assurance platform that automates QA processes and uncovers key insights from conversation data. With the ability to export data into third-party Business Intelligence tools, organizations can leverage these insights significantly.

7 reasons why CX can’t hang up on the voice channel

May 1st saw our CCO James Marscheider team up with Director of Product Marketing and GTM Nadine Edmondson to explain why customers need not overinvest in digital channels. There were tons of great insights, but we’ve whittled down the masterclass into seven great takeaways that might have you reconsidering your channel mix. We’ve got plenty of food for thought to offer!

In conversation: How to unlock agent improvement and preserve QA integrity

Our Quality and Coaching Specialist, Chris Mounce, caught up with Martin Teasdale on the Get out of Wrap podcast to chat about the agent experience, AI and evaluagentCX. With decades of experience between Chris and Martin, they shared anecdotes and teaching moments from their careers as well as what’s top-of-mind for contact centers today. Watch the full conversation to gain insights from their discussion.