# evaluagent.com > AI-optimized mirror of evaluagent.com containing 759 pages totalling 438,131 words of clean markdown content, structured data, and semantic HTML. Original source: https://evaluagent.com. Last updated: 2026-07-18T06:24:03.955Z. Each page is available as HTML (with JSON-LD structured data) and Markdown (text-only, ideal for LLMs and RAG). ## Homepage - [Home | EvaluAgent Support](/content/support/index.html): EvaluAgent Support (13 words) - [EvaluAgent Trust Center | Powered by SafeBase](/content/trust/index.html): SafeBase monitors your security practices to enable you to win enterprise deals. (444 words) - [ evaluagent ](/content/careers/index.html) (407 words) - [EvaluAgent Status](/content/status/index.html) (59 words) - [EvaluAgent API Documentation](/content/docs/index.html) (11,241 words) - [Call Center QA & Performance Improvement Software - evaluagent](/content/site-root.html): Call center QA software that allows you to Auto-QA every conversation across all channels to coach, train, and motivate your agents. (248 words) ## Articles & Blog Posts - [ Kallie Cummins - Delivery Team Lead - evaluagent ](/content/careers/people/4277632-kallie-cummins/index.html): Kallie Cummins, Delivery Team at evaluagent (60 words) - [info/privacy-security-policy/index.html](/content/info/privacy-security-policy/index.html) (20 words) - [info/terms-conditions/index.html](/content/info/terms-conditions/index.html) (20 words) - [info/blog/topic/company-news/index.html](/content/info/blog/topic/company-news/index.html) (20 words) - [Page not found - evaluagent](/content/blog/topic/company-news/index.html) (24 words) - [SDR Job Description, North America](/content/content/devops-job-description-june-2026-pdf.html) (681 words) - [content/demand-generation-lead-job-description-june-2026-pdf.html](/content/content/demand-generation-lead-job-description-june-2026-pdf.html) (669 words) - [Delay in Processing Imported Contacts - EvaluAgent Status](/content/status/incidents/01krb2qwh2e8fb2k0w9m2t9e3s/index.html) (183 words) - [ Leadership Team - evaluagent ](/content/careers/departments/leadership-team/index.html) (70 words) - [ Andrew Siciliano - General Manager (North America) - evaluagent ](/content/careers/people/3877497-andrew-siciliano/index.html): Andrew Siciliano, Leadership Team at evaluagent (85 words) - [Scheduled Maintenance - Platform Upgrades (AUS) - EvaluAgent Status](/content/status/incidents/01kwby1d6gm6xvqj02628bgdky/index.html) (160 words) - [ Bekkie Wetz - Director of Customer Success - evaluagent ](/content/careers/people/3537066-bekkie-wetz/index.html): Bekkie Wetz, Leadership Team at evaluagent (67 words) - [Scheduled Maintenance - Platform Upgrades (US) - EvaluAgent Status](/content/status/incidents/01kwby37w2yz9n6tbxwr17xfbh/index.html) (164 words) - [ Jayne Hart - Chief People Officer - evaluagent ](/content/careers/people/1589275-jayne-hart/index.html): Jayne Hart, Leadership Team at evaluagent (81 words) - [Scheduled Maintenance - Platform Upgrades (EU) - EvaluAgent Status](/content/status/incidents/01kwby4c5xyzx3k4c4x39jpvnb/index.html) (100 words) - [ Matt Jones - Head of Product - evaluagent ](/content/careers/people/1720802-matt-jones/index.html): Matt Jones, Leadership Team at evaluagent (80 words) - [ Request removal - evaluagent ](/content/careers/request_removal/index.html): Request to remove your data from evaluagent career site (76 words) - [ Request data - evaluagent ](/content/careers/data_request/index.html): Request your data from evaluagent career site (77 words) - [ Privacy Policy - evaluagent ](/content/careers/privacy-policy/index.html): Privacy policy for evaluagent career site (3,289 words) - [ evaluagent – Connect ](/content/careers/connect/index.html): Connect with evaluagent to stay up-to-date and receive notifications about new job openings (3,289 words) - [info/hubfs/evaluagent-20-20team-20engagement-1-pdf.html](/content/info/hubfs/evaluagent-20-20team-20engagement-1-pdf.html) (1,110 words) - [info/software/index.html](/content/info/software/index.html) (20 words) - [info/pricing/index-2.html](/content/info/pricing/index-2.html) (20 words) - [info/best-practice/index.html](/content/info/best-practice/index.html) (27 words) - [Page not found - evaluagent](/content/privacy-security-policy/index.html) (24 words) - [Page not found - evaluagent](/content/blog/never-underestimate-the-power-of-constructive-feedback.html) (24 words) - [Page not found - evaluagent](/content/terms-conditions/index.html) (24 words) - [EvaluAgent Support](/content/support/hc/en-us/articles/360002514978-how-do-i-enable-agents-to-self-evaluate.html): EvaluAgent Support (17 words) - [info/demo/index.html](/content/info/demo/index.html) (20 words) - [Page not found - evaluagent](/content/pinnacle-case-study/index.html) (24 words) - [Page not found - evaluagent](/content/software/voice-of-the-customer-surveys/index.html) (24 words) - [News and Press - Page 2 of 5 - evaluagent](/content/news-press/page/2/index.html): The latest news and press releases from EvaluAgent. EvaluAgent helps contact centres across the globe to improve their Quality Assurance capabilities. (318 words) - [careers/en-gb/people/1589275-jayne-hart/index.html](/content/careers/en-gb/people/1589275-jayne-hart/index.html) (80 words) - [careers/en-gb/people/1720802-matt-jones/index.html](/content/careers/en-gb/people/1720802-matt-jones/index.html) (78 words) - [ Michelle Dinsmore - Chief Of Staff - evaluagent ](/content/careers/en-gb/people/1618391-michelle-dinsmore/index.html): Michelle Dinsmore, Leadership Team at evaluagent (83 words) - [EvaluAgent Status](/content/status/history/index.html) (233 words) - [ Cookie Policy - evaluagent ](/content/careers/cookie-policy/index.html): Cookie policy for evaluagent career site (455 words) - [careers/en-gb/people/2069943-jaime-scott/index.html](/content/careers/en-gb/people/2069943-jaime-scott/index.html) (69 words) - [ Garth Hinkel - Chief Technical Officer - evaluagent ](/content/careers/en-gb/people/1618376-garth-hinkel/index.html): Garth Hinkel, Leadership Team at evaluagent (68 words) - [ Data & Privacy - evaluagent ](/content/careers/data-privacy/index.html): Data & privacy information and settings for evaluagent career site (160 words) - [ Current job openings - evaluagent ](/content/careers/jobs/index.html): Job openings at evaluagent (201 words) - [News and Press - Page 3 of 5 - evaluagent](/content/news-press/page/3/index.html): The latest news and press releases from EvaluAgent. EvaluAgent helps contact centres across the globe to improve their Quality Assurance capabilities. (100 words) - [Wix Answers - evaluagent](/content/us/integrations/wix-answers/index.html): Everything you need to evaluate, coach and engage your agents handling tickets within WixAnswers. (249 words) - [Page not found - evaluagent](/content/trust-centre/index.html) (24 words) - [Help Scout - evaluagent](/content/us/integrations/help-scout/index.html): We want to see your Contact Centre flourish with our integration for Help Scout Our solution provides improved QA processes and valuable data that can enhance agent performance, increase contact centre efficiency and reduce customer churn. (271 words) - [Nicereply for EvaluAgent - evaluagent](/content/us/integrations/nicereply/index.html): Close the gap between customer feedback, internal quality scores and coaching workflows by quickly integrating Nicereply Customer Surveys with EvaluAgent. (384 words) - [Genesys - evaluagent](/content/integrations/genesys/index.html): Automatically import support calls from your Genesys account into EvaluAgent for analysis and evaluation. (250 words) - [Kustomer - evaluagent](/content/us/integrations/kustomer/index.html): We want to see your Contact Center flourish with our integration for kustomer Our solution provides improved QA processes and valuable data that can enhance agent performance, increase contact centre efficiency and reduce customer churn. (269 words) - [Zapier - evaluagent](/content/us/integrations/zapier/index.html): Zapier lets you connect EvaluAgent with thousands of the applications where we don't currently have a native integration, and SFTP isn't an option. (245 words) - [Twilio Flex - evaluagent](/content/us/integrations/twilio/index.html): Connect EvaluAgent QM and Performance Improvement platforms with one of the world's fastest-growing CCAAS tools in just a few clicks. (246 words) - [Dixa - evaluagent](/content/us/integrations/dixa/index.html): Not a fan of Dixa's own Quality Assurance tool. Use our comprehensive AI-Powered Platform, featuring a native integration with Dixa; out-of-the-box. (257 words) - [Redbox - evaluagent](/content/us/integrations/redbox/index.html): Leverage your high-quality audio and screen captures from Red Box recorders to streamline your quality management processes and increase coverage. (245 words) - [Intercom - evaluagent](/content/us/integrations/intercom/index.html): Connect Intercom <> EvaluAgent in seconds with our native integration, configurable import rules and redaction to keep your IT team happy. (252 words) - [Aircall - evaluagent](/content/us/integrations/aircall/index.html): We want to see your Contact Center flourish with our integration for Aircall Our solution provides improved QA processes and valuable data that can enhance agent performance, increase contact centre efficiency and reduce customer churn. (268 words) - [Freshchat - evaluagent](/content/us/integrations/freshchat/index.html): Using Freshchat? Evaluate your Live Chat conversations faster than ever before with a side-by-side evaluation mode, and redaction to keep sensitive data secure. (54 words) - [Freshcaller - evaluagent](/content/us/integrations/freshcaller/index.html): Integrate EvaluAgent and Freshcaller in minutes to streamline your call evaluations, agent feedback and coaching. (51 words) - [Call Centre Data Analysis - evaluagent](/content/us/knowledge-hub/analysing-call-centre-data-to-improve-efficiency/index.html): Companies that use a manual QA approach are unwittingly wasting time and money whilst only superficially skimming the surface of the data available. (2,265 words) - [The Ultimate Guide To Call Centre Quality Assurance - evaluagent](/content/us/knowledge-hub/guide-to-call-centre-quality-assurance/index.html): This guide has been created to ensure your call centre quality assurance process is following best practice, and will equip you with everything you need by covering all six areas of Quality Assurance; essential metrics, evaluation forms, trends, best practice, reports and a number of quick wins! (3,178 words) - [Page not found - evaluagent](/content/webinar-scale-gambling-compliance/index.html) (24 words) - [Top tips for introducing agent self-scoring to your team - evaluagent](/content/knowledge-hub/employee-engagement-top-tips-agent-self-scoring/index.html): EvaluAgent platform launches agent self-scoring, an employee engagement tool in the form agent self evaluation as performance management process. (1,166 words) - [Smashtech | Customer Story - EvaluAgent](/content/knowledge-hub/smashtech-customer-story/index.html): Smashtech, a fast growing tech company in California have chosen EvaluAgent to help their agents engage in better conversations with customers. (1,211 words) - [Are your agents about to sue you for mental abuse? - evaluagent](/content/knowledge-hub/call-centre-mental-health/index.html): All too often absenteeism is viewed solely as a problem that affects operational effectiveness, but what if it is a symptom of mental health issues? (894 words) - [EvaluAgent | Team Engagement ](/content/info/team-engagement/index.html): Team Engagement features designed to help you maintain effective working relationships between those involved in QA. Deliver higher performance through collaboration. (937 words) - [What is Workforce Engagement Management? - evaluagent](/content/knowledge-hub/what-is-workforce-engagement-management/index.html): To help you navigate the ins and outs of the hottest topic in call centres, we have compiled, Workforce Engagement Management; The 2017 beginner's guide. (1,231 words) - [Agent Attrition: The real reasons why call centre agents quit... - evaluagent](/content/knowledge-hub/agent-attrition-the-real-reasons-why-call-centre-agents-quit.html): Every contact centre has an array of challenges to face week in, week out. Whether management are battling to improve efficiency, reduce call handling time? (1,038 words) - [How much abuse do your agents have to suffer? - evaluagent](/content/knowledge-hub/how-much-abuse-do-your-agents-have-to-suffer/index.html): 3 tips to support customer service agents in handling and preventing abuse from customers. Plus how quality monitoring and coaching can help. (866 words) - [wpenginepowered.com | 504: Gateway time-out](/content/user-research-group/index.html) (21 words) - [wpenginepowered.com | 504: Gateway time-out](/content/blog/contact-centre-compliance/index.html) (42 words) - [wpenginepowered.com | 504: Gateway time-out](/content/blog/what-is-contact-centre-calibration/index.html) (42 words) - [Resistance is futile: the impact of bad change management on the call centre. - evaluagent](/content/knowledge-hub/call-centre-change-management-bad-impact/index.html): Employee resistance to change creates a tricky challenge for change managers & call centre leaders, unless managed in a consistent, structured and flexible way. (660 words) - [The secret to effective call centre communication. - evaluagent](/content/knowledge-hub/effective-call-centre-communication/index.html): Instead of simply telling agents what is expected of them, management need to make sure they do everything they can to get the entire organisation on board. (720 words) - [Improve customer engagement with these five tips for measuring quality - evaluagent](/content/knowledge-hub/increase-customer-engagement-with-quality/index.html): EvaluAgent defines 5 tips to increase customer engagement through an effective quality assurance measurement process. (986 words) - [5 Tips to Save Your Scaling Customer Support Team - EvaluAgent](/content/us/knowledge-hub/5-things-to-save-your-scaling-customer-support-team.html): EvaluAgent looks at how regardless company size, scaling customer support teams need to set up a quality assurance framework that is tried and tested. (1,406 words) - [wpenginepowered.com | 504: Gateway time-out](/content/quality-assurance-maturity-journey/index.html) (21 words) - [wpenginepowered.com | 504: Gateway time-out](/content/platform/product-tours/community/index.html) (21 words) - [What's the difference between a good team leader and a bad one? - evaluagent](/content/knowledge-hub/good-team-leader-bad-team-leader/index.html): What really separates the good call centre team leader from the bad is skillfully managing human interactions and relationships. (610 words) - [Want to reduce AHT? Tell your agents to ignore it! - evaluagent](/content/knowledge-hub/want-to-reduce-aht-tell-your-agents-to-ignore-it/index.html): Average Handling Time is essential for measuring and understanding efficiency across the organisation. But does lower AHT always valuable? (421 words) - [How do you stay motivated and productive working from home? - evaluagent](/content/knowledge-hub/how-do-you-stay-motivated-and-productive-working-from-home.html): From one remote team to another. EvaluAgent team members share advice to someone having to work from home that isn’t used to it. 8 tips for remote working. (888 words) - [wpenginepowered.com | 504: Gateway time-out](/content/blog/five-tips-for-creating-a-qa-scorecard/index.html) (35 words) - [QA Teams: Time To Turn Into E-Learning Superstars - evaluagent](/content/knowledge-hub/qa-teams-time-to-turn-into-e-learning-superstars/index.html): Read our whistle stop tour of how QA has traditionally worked, how a raft of new tech will affect that role and where exactly e-learning comes into it. (1,339 words) - [What's Your Call Centre Management Style? - EvaluAgent](/content/knowledge-hub/style-call-centre-manager-gamification/index.html): Find out what style of call centre manager you are and improve your leadership and coaching skills to benefit team engagement and business performance (673 words) - [Quality Assurance and Coaching Software for Remote Customer Support Teams](/content/info/remote-teams/index.html): EvaluAgents QA and Employee Coaching Software helps deliver real-time feedback, motivate agents and continue to deliver expected service levels. (495 words) - [5 Things To Consider When Creating Your First eLearning Lesson - evaluagent](/content/knowledge-hub/creating-your-first-elearning-lesson/index.html): The difference between good eLearning content and great eLearning content is transformative. Here's 5 Steps to help you on your way. (1,063 words) - [What Is Contact Centre Calibration and Why Do You Need It? - evaluagent](/content/knowledge-hub/what-is-contact-centre-calibration/index.html): In the contact centre, calibration is the most effective method in achieving a common understanding about what constitutes a successful interaction.  Read why (679 words) - [The Cost of Employee Turnover - evaluagent](/content/knowledge-hub/cost-call-centre-turnover/index.html): If 26% of front-line call centre agents are replaced each year compared to a smaller 15% UK average turnover rate, what is the real cost of agent turnover? (414 words) - [5 strategies to improve coaching and engagement in your contact center  - evaluagent](/content/knowledge-hub/strategies-improve-coaching-engagement-contact-center.html): The success of a contact center hinges not just on the technology it employs, but on the effectiveness of its coaching and training programs. As the frontline of customer interaction, contact center agents require ongoing support and development to deliver exceptional service and drive customer satisfaction.   Yet, many organizations struggle to keep their training programs... (1,154 words) - [wpenginepowered.com | 504: Gateway time-out](/content/us/free-trial/index.html) (21 words) - [Conversation Analytics: The Secret Sauce for Superior Contact Centre Performance - evaluagent](/content/us/knowledge-hub/conversation-analytics-superior-contact-centre-performance.html): We explain how Conversation Analytics functions and how contact centres are using it to deliver powerful insights and stand-out CX. (1,909 words) - [EvaluAgent - LMS Triggers: What Are They And How You Can Use Them - evaluagent](/content/knowledge-hub/lms-triggers/index.html): Enrol your agents on highly targeted eLearning courses with no extra admin at all. With EvaluAgent LMS SmartTriggers, we make that happen. (867 words) - [Every Conversation Counts - Whitepaper](/content/info/every-conversation-counts-whitepaper/index.html): Discover why every conversation counts and why a smart approach to quality assurance is mission-critical for contact centres of all sizes. Download our whitepaper. (66 words) - [wpenginepowered.com | 504: Gateway time-out](/content/us/platform/quality-assurance/index.html) (37 words) - [EvaluAgent Support](/content/support/en/articles/3971806-how-do-i-send-notifications-to-slack-or-ms-teams.html): EvaluAgent Support (17 words) - [Techniques for Training, Coaching, and Employee Engagement Conference roundup - evaluagent](/content/knowledge-hub/crmxchange-virtual-conference-roundup/index.html): On our interactive webcast and Q&A, we discussed how the pandemic meant business' needed to adapt their feedback, coaching and QA processes. (852 words) - [evaluagent quality assurance platform supports Risk & Compliance teams - evaluagent](/content/knowledge-hub/evaluagent-quality-assurance-platform-supports-risk-compliance-teams.html): EvaluAgent quality assurance platform evaluates performance in real-time, creating an accurate record to demonstrate compliance with TCF to regulators. (347 words) - [wpenginepowered.com | 504: Gateway time-out](/content/resources/one-to-one-employee-coaching-form-template/index.html) (21 words) - [The virtual Customer Experience Conference Roundup - evaluagent](/content/knowledge-hub/customer-experience-conference-roundup/index.html): As proud sponsors, our CEO Jaime Scott joined panellists to discuss how the role of contact centre agents in CX is evolving. (830 words) - [wpenginepowered.com | 504: Gateway time-out](/content/blog/how-to-build-a-quality-assurance-framework/index.html) (21 words) - [How Do I Outsource A Call Center? | BPO Advice - Evaluagent](/content/knowledge-hub/how-to-outsource-call-center/index.html): Call center outsourcing involves the strategic approach of engaging a third-party firm to manage customer support on behalf of your company. (1,180 words) - [wpenginepowered.com | 504: Gateway time-out](/content/blog/high-five-to-recognition-positive-reinforcement-slack-msteams.html) (45 words) - [3 Big Discussion Points From the Customer Engagement and Transformation Conference - evaluagent](/content/knowledge-hub/customer-engagement-and-transformation-conference/index.html): We participated in the virtual Customer Engagement & Transformation Conference to discuss the evolving CX & Contact Centre landscape. (807 words) - [How to Set Remote Agents Up For Success - evaluagent](/content/us/knowledge-hub/how-to-set-remote-agents-up-for-success/index.html): If you initially viewed remote working as a temporary measure, but are now considering it a viable long term possibility, you’re not alone. (791 words) - [How Do I Outsource A Call Center? | BPO Advice - Evaluagent](/content/us/knowledge-hub/how-to-outsource-call-center/index.html): Call center outsourcing involves the strategic approach of engaging a third-party firm to manage customer support on behalf of your company. (1,244 words) - [8 key takeaways from evaluagent's 2024 Contact Center Performance Summit - evaluagent](/content/knowledge-hub/takeaways-evaluagents-contact-center-performance-summit-2024.html): Missed out on our Contact Center Performance Summit? We’ve collated some of the biggest ‘ah-ha!’ moments from the day here for easy browsing and sharing. It’s the perfect way to catch what you missed if you’re short on time. 1. Agentic AI is on the horizon In his forward-thinking keynote on predictive metrics, Ben Cave,... (922 words) - [G2 Rank EvaluAgent #1 For Success - EvaluAgent](/content/knowledge-hub/evaluagent-2021-reviews/index.html): It's official. G2 have ranked EvaluAgent as the easiest QA platform to use, set up and by far the best QA platform when it comes to customer success.  (359 words) - [Call Center QA & Performance Improvement Software - evaluagent](/content/us/evaluagent-ai-powered-platform-to-improve-qa-management.html): Call Center QA Software that allows you to Auto-QA every conversation across all channels to coach, train, and motivate your agents. (570 words) - [Gaming & Gambling Compliance: New rules for quality assurance teams  - evaluagent](/content/knowledge-hub/gaming-gambling-compliance-new-rules-for-quality-assurance-teams.html): In recent years, the gaming industry has experienced unprecedented growth, evolving into a massive global market that captivates millions of players worldwide. With advancements in technology, the rise of online gaming, and the increasing popularity of esports, the industry's potential seems limitless. In fact, industry analysts predict that the gaming market will reach a staggering worth of $470 billion by 2030, and the global gambling market to reach $1.4 Trillion by 2030. (678 words) - [What are KPI's in a Call Centre? - evaluagent](/content/knowledge-hub/optimising-call-centre-performance-with-conversion-analytics-software.html): Conversion analytics uses recording, transcription, call boosting classifying and scoring to unlock valuable insights into the experience customers have. (1,321 words) - [wpenginepowered.com | 504: Gateway time-out](/content/knowledge-hub/call-centre-agent-empowerment-what/index.html) (42 words) - [What is a BPO Call Center - evaluagent](/content/us/knowledge-hub/what-is-a-bpo-call-centre/index.html): Unlock the world of BPO call centers and understand their role, advantages, customer interactions, and the power of outsourcing for efficiency. Learn more! (856 words) - [6 FAQs about the Gambling Commission's New Rules on Action for At-Risk Customers - evaluagent](/content/knowledge-hub/6-faqs-about-the-gambling-commissions-new-rules-on-action-for-at-risk-customers.html): The Gambling Commission has introduced new rules that focus on safeguarding at-risk customers in the gambling industry. Read more here. (636 words) - [5 Tips to Save Your Scaling Customer Support Team - EvaluAgent](/content/knowledge-hub/5-things-to-save-your-scaling-customer-support-team.html): EvaluAgent looks at how regardless company size, scaling customer support teams need to set up a quality assurance framework that is tried and tested. (1,406 words) - [Uncover unethical practices in your healthcare insurance contact center - evaluagent](/content/knowledge-hub/uncover-unethical-practices-in-your-healthcare-insurance-contact-center.html): In the US healthcare insurance industry, providing quality services and ensuring ethical practices are essential to building trust and maintaining the wellbeing of beneficiaries. However, recent reports have shed light on concerning trends of unethical behavior in contact centers, specifically within private sector sales and marketing for Medicare Advantage (MA) plans. As the Head of Quality Assurance, you have a critical role to play in unmasking these unethical practices and ensuring compliance with regulations (579 words) - [The Contact Centre Network Virtual Event - evaluagent](/content/knowledge-hub/contact-centre-network/index.html): Simon Reg Dutton will be joins the panel to discuss the positive outcomes contact centres can gain from agent involvement in QA. (308 words) - [wpenginepowered.com | 504: Gateway time-out](/content/knowledge-hub/call-centre-culture-do-you-walk-the-walk-or-simply-talk-the-talk.html) (21 words) - [Our latest integration - evaluagent for Intercom - evaluagent](/content/knowledge-hub/unlock-insight-from-intercom/index.html): Quality Assurance and Coaching Software for Intercom. EvaluAgent integrates with 100s of platforms to unlock actionable insight from customer conversations. (254 words) - [wpenginepowered.com | 504: Gateway time-out](/content/knowledge-hub/call-centre-productivity-millennials/index.html) (36 words) - [What is Workforce Engagement Management for Call Centres? - EvaluAgent](/content/knowledge-hub/what-is-workforce-engagement-management-for-call-centres.html): Keeping employees engaged, motivated and happy in their roles is a challenge for all industries, but this has proved to be extra tricky in contact centres. (1,367 words) - [What is a BPO Call Center - evaluagent](/content/knowledge-hub/what-is-a-bpo-call-centre/index.html): Unlock the world of BPO call centers and understand their role, advantages, customer interactions, and the power of outsourcing for efficiency. Learn more! (854 words) - [wpenginepowered.com | 504: Gateway time-out](/content/knowledge-hub/how-to-improve-employee-engagement-10-games/index.html) (44 words) - [wpenginepowered.com | 504: Gateway time-out](/content/knowledge-hub/how-to-maintain-service-quality-remote-teams/index.html) (34 words) - [What is Omnichannel Contact Center Software? - EvaluAgent](/content/us/knowledge-hub/what-is-omnichannel-contact-center-software/index.html): Omnichannel contact center software is designed to meet customer expectations by providing a seamless, integrated experience across all channels. (807 words) - [Contact Center Performance Summit: Meet your keynote speakers  - evaluagent](/content/knowledge-hub/contact-center-performance-summit-meet-your-keynote-speakers.html): It’s just one month to go until evaluagent’s Contact Center Performance Summit! Our virtual, half-day conference has been designed to help you tackle some of the biggest challenges facing contact centers today, giving you pragmatic advice and handy tips and resources to take away with you.   There are plenty of great sessions to look forward... (593 words) - [Quality Assurance: How to improve the perception and achieve great results - evaluagent](/content/knowledge-hub/quality-assurance-how-to-improve-perception-achieve-great-quality-results.html): Improve the perception of quality assurance in your customer service team & achieve great quality performance in your contact centre. (1,113 words) - [Say Hello to EvaluAgent LMS - Out Now - evaluagent](/content/knowledge-hub/evaluagent-lms-out-now/index.html): We're thrilled to announce EvaluAgent LMS is now available for general release. The latest addition to the EvaluAgent product suite. 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(1,409 words) - [The complete guide to contact center QA automation - evaluagent](/content/knowledge-hub/complete-guide-qa-automation/index.html) (120 words) - [An Analytics Expert’s Tips to Improve Compliance with Automated Quality Assurance - evaluagent](/content/knowledge-hub/an-analytics-experts-tips-to-improve-compliance-with-automated-quality-assurance.html): We’ve all been hearing more about how automated quality assurance can improve the customer experience – but can it manage your contact centre’s compliance risks too? Our auto-QA expert and analytics PhD, David Naylor, has valuable insights on AQA’s compliance applications and shares his thoughts on where the technology is currently at. “It’s important to know... (1,907 words) - [5 signs you’re ready for Conversation Intelligence - evaluagent](/content/knowledge-hub/signs-ready-conversation-intelligence/index.html): Many mid-market QA teams are already showing signs of needing Conversation Intelligence. Here's 5 signs you are ready. (603 words) - [FOMO, bots and better CX: 3 trends shaping QA right now - evaluagent](/content/knowledge-hub/bots-better-cx-qa-trends/index.html): Attitudes to AI are changing. See what else is in store as we share the three big shifts every QA leader should know as we head towards 2026. (532 words) - [Performance Improvement in the Contact Centre: A Guide - evaluagent](/content/knowledge-hub/performance-improvement-in-the-contact-centre/index.html): In the contact centre, performance improvement is essential in realising these benefits. Below, we guide you through how to get started. (885 words) - [How high-performing QA teams know where to focus  - evaluagent](/content/knowledge-hub/high-performing-qa-teams-focus/index.html): How high-performing QA teams know where to focus. The real challenge: knowing what to monitor. Introducing Spotlight from evaluagent. (679 words) - [Automated QA has a credibility problem – here’s how to fix it - evaluagent](/content/knowledge-hub/automated-qa-credibility-problem/index.html): QA credibility isn't less automation. It's better automation, built on transparency, consistency, and a clear connection to outcomes. (517 words) - [Improve Call Center Compliance with Auto-QA - evaluagent](/content/knowledge-hub/improve-compliance-with-automated-quality-assurance.html): Conversation analytics & automated quality assurance can improve customer experience. Can it manage your contact center’s compliance risks? (1,986 words) - [What is Call Centre Scripting Software? - evaluagent](/content/knowledge-hub/what-is-call-centre-scripting-software-and-how-does-it-work.html): Call centre scripting software helps guide call handlers through an exchange with a customer. Providing tools to help managers format and write call scripts. (1,564 words) - [Why use speech analytics in your call center? - evaluagent](/content/knowledge-hub/speech-analytics-in-call-centers/index.html): For modern call centers – where every interaction matters – speech analytics is essential for improving service, efficiency, and customer experience. (738 words) - [Responsible AI: How evaluagent builds trust, not risk - evaluagent](/content/knowledge-hub/responsible-ai-evaluagent-trust-not-risk/index.html): Explore what responsible AI means, why it matters, and how we enable you to embrace the transformative benefits while mitigating risk. (1,064 words) - [Contact center insights to elevate customer & colleague experience - evaluagent](/content/knowledge-hub/insights-to-elevate-customer-and-colleague-experience.html): CCMA’s latest research, supported by evaluagent, takes a look at how contact centers and their leaders are using data to drive improvement. (143 words) - [The ultimate guide to LLMs in contact centers - evaluagent](/content/knowledge-hub/ultimate-guide-llms-contact-centers/index.html): What are Large Language Models, and what can you use them for in your contact center? We answer all of this and more in our definitive guide. (754 words) - [The Contact Center Leader's Guide to Conversation Intelligence - evaluagent](/content/knowledge-hub/contact-center-leaders-guide-conversation-intelligence.html) (128 words) - [Revolutionizing customer insights: From surveys to actionable intelligence  - evaluagent](/content/knowledge-hub/nps-actionable-intelligence/index.html): Customer service and support (CS) leaders face mounting challenges in capturing actionable insights about the customer experience (CX). While 94% of CS organizations use customer surveys as part of their voice of the customer (VoC) programs, Gartner research reveals that surveys bring less value than alternative feedback methods.   In light of these findings and... (693 words) - [The future of customer service: top contact center automation trends - evaluagent](/content/knowledge-hub/the-future-of-customer-service-top-contact-center-automation-trends.html): To meet the demands of rapidly evolving customer expectations, you’d be hard pressed to find a neater, more strategic solution than contact center automation. By automating routine tasks, you free up more time to train agents, develop water-tight processes and learn from the goldmine of insights held within your customer interactions. But automation within the... (1,747 words) - [Make the most of your quality assurance measures with an effective QA process - evaluagent](/content/knowledge-hub/quality-assurance-scoring-process/index.html): EvaluAgent researches the way to make the most of your Quality Assurance measures with quality scores and an effective QA process. (1,168 words) - [5 tips to turn Consumer Duty into a strategic advantage - evaluagent](/content/knowledge-hub/consumer-duty-strategic-advantage/index.html): Turn regulatory expectations into better outcomes – for your customers and your contact center – with these tips from an expert on the Duty. (690 words) - [ChatGPT and CX: How SmartScore is another nudge towards great CX - evaluagent](/content/us/knowledge-hub/chatgpt-and-cx-how-smartscore-is-another-nudge-towards-great-cx.html): Have you heard the news? Evaluagent is the first QA and Improvement Platform to introduce SmartScore; a transformative feature powered by ChatGPT! (1,082 words) - [Guide: The New Rules of High-Impact CX - evaluagent](/content/knowledge-hub/guide-new-rules-high-impact-cx/index.html): Register for the 2026 Contact Center Performance Summit Want more expert insights like this? Want the chance to ask experts questions directly? Register your place for our free, virtual conference happening in autumn. Or, see what last year’s Summit looked like. (156 words) - [What is Integrated Call Support? - evaluagent](/content/knowledge-hub/what-is-integrated-call-support/index.html): Improving both agent and customer experiences can be achieved through integrated call support, allowing telephone systems to connect with computer software. (1,314 words) - [What does the future hold? What you’ll learn at the 2025 Contact Center Performance Summit - evaluagent](/content/knowledge-hub/what-learn-contact-center-performance-summit-2025/index.html): Contact centers are operating against an ever-shifting tide of changes. Whether it’s the break-neck speed of technology developments, or customer behaviors. AI is rewriting how we think about service and efficiency. Customers expect empathy and connection even in the most automated journeys. And the role of QA and team leaders is seemingly constantly in flux... (525 words) - [Announcing exciting new product updates from evaluagent - evaluagent](/content/knowledge-hub/august-product-updates-from-evaluagent/index.html): Simplify & streamline your data management to elevate your customer service, training, & learning experiences. Read our August product update. (990 words) - [When is the right time to deploy AI agents? - evaluagent](/content/knowledge-hub/how-to-deploy-ai-agents/index.html): AI agents have the potential to transform contact centers - but only if they're implemented meaningfully. Discover how in our article. (773 words) - [Mythbusters: Are Quality Assurance teams all that bad? - evaluagent](/content/us/knowledge-hub/quality-assurance-mythbusters/index.html): EvaluAgent researches QA myths often found by Quality Assurance teams in contact centres. Are QA teams bad? Read these myths and find out for yourself (1,326 words) - [How to Ensure Your QA Programme Really Works - EvaluAgent](/content/us/knowledge-hub/how-to-ensure-your-qa-programme-really-works/index.html): Having an effective QA programme is essential for any scaling business. EvaluAgent look at how you can ensure your QA framework is working effectively. (1,490 words) - [Employee Engagement is Essential for Contact Centres. Here's Why - evaluagent](/content/knowledge-hub/contact-centre-employee-engagement/index.html): Engaged employees can be the difference between a successful contact centre, and a struggling one. What motivates agents to do a good job? (1,015 words) - [5 ways to improve Customer Experience with Conversational Analytics - evaluagent](/content/knowledge-hub/5-ways-to-improve-customer-experience-with-conversational-analytics.html): Conversational Analytics offers us easily implementable, amazing technology which can be a game-changer for the experience we deliver. (1,202 words) - [Five Tips For Creating a Next-Level QA Scorecard - evaluagent](/content/knowledge-hub/five-tips-for-creating-a-qa-scorecard/index.html): Your QA scorecard is one of the most important elements to the QA process. We've highlighted five key tips for creating a QA scorecard. (1,203 words) - [How to improve First Contact Resolution with AI's helping hand - evaluagent](/content/knowledge-hub/improve-first-contact-resolution-ai/index.html): FCR measures the percentage of enquiries resolved in that magical first interaction - and here's how you can harness AI to boost yours! (606 words) - [Spotlight on how a UK Outsourcer is driving BAU through Covid-19 - evaluagent](/content/knowledge-hub/spotlight-on-how-a-uk-outsourcer-is-driving-bau-through-covid-19.html): How is this large UK Outsourcer maintaining motivation and keeping BAU with remote and office based teams. Find out in the latest Customer Story from EvaluAgent. (1,407 words) - [Getting buy-in from CX leaders: drive improvement with predictive metrics](/content/knowledge-hub/improve-cx-predictive-metrics/index.html): See how predictive metrics can help you get reliable, actionable data to improve your customer experience. (630 words) - [FCA update: supporting vulnerable customers and how firms need to improve - evaluagent](/content/knowledge-hub/fca-update-supporting-vulnerable-customers-improve/index.html): This latest review highlights both positive progress and areas that need improvement, reinforcing the role that firms play in ensuring fair outcomes.  (586 words) - [Enhance your QA, insight and customer experience: top 10 resources for the year ahead  - evaluagent](/content/knowledge-hub/enhance-qa-insight-customer-experience-top-resources.html): Between technology developing at lightning speed, and customer behavior forever shifting, 2024 has been another fast-paced year for contact centers – and 2025 shows no signs of slowing down.  But before you go setting your Out of Office for Christmas, make sure you’ve bookmarked these resources for 2025. Whether you’re looking at upgrading your software... (915 words) - [5 Reasons To Invest In An Integrated Learning Management System (LMS) - evaluagent](/content/knowledge-hub/5-reasons-to-invest-in-an-integrated-lms/index.html): Using an LMS to manage training across your Contact Centre will help ease the burden on a day-to-day basis and open up the possibility of eLearning. (1,296 words) - [How can you stop your chatbot going rogue? - evaluagent](/content/knowledge-hub/stop-your-chatbot-going-rogue/index.html): Without oversight, virtual assistants can deliver incorrect information - here's how to avoid damage to your brand reputation. (622 words) - [Five ways quality assurance improves employee engagement - evaluagent](/content/knowledge-hub/ways-quality-assurance-improves-employee-engagement.html): How can a quality assurance process improve employee engagement? EvaluAgent asked Charlotte Ward for 5 ways QA can help your team. (1,093 words) - [How to develop a successful quality assurance framework - evaluagent](/content/knowledge-hub/how-to-build-a-quality-assurance-framework/index.html): In this blog, we're joined by customer service expert, Martin Jukes to show you 'How to build a great quality assurance framework in six easy steps'. (1,478 words) - [What does the future hold for Quality Assurance? - evaluagent](/content/knowledge-hub/what-does-the-future-hold-for-quality-assurance/index.html): Let’s face it, Quality Assurance will always play a part in the ongoing review and maintenance of our business. (931 words) - [How To Innovate Under Consumer Duty | evaluagent](/content/knowledge-hub/innovating-under-consumer-duty/index.html): Discover how you can be innovative while still conforming to the consumer duty responsibilities within your call center. (1,132 words) - [4 CX improvements QA can’t unlock on its own - evaluagent](/content/knowledge-hub/customer-experience-improvements-qa-alone/index.html): Here are four key areas where adding conversation intelligence on top of QA can improve customer experience. (545 words) - [How to Improve Customer Satisfaction in a Call Centre - EvaluAgent](/content/knowledge-hub/improving-customer-satisfaction/index.html): Improving customer satisfaction starts by making every conversation count. Find out how to supercharge your QA to deliver the optimal customer experience. (1,342 words) - [The Power of Constructive Feedback - EvaluAgent](/content/knowledge-hub/never-underestimate-the-power-of-constructive-feedback.html): Feedback is essential to keep team members motivated and engaged. Jaime Scott shares 5 steps to really understand the value and power of feedback. (998 words) - [Common Call Center Problems And How to Fix Them - EvaluAgent](/content/knowledge-hub/common-call-center-problems/index.html): It’s critical to identify issues and develop proactive, long-term solutions, we have outlined 5 common call center issues and how to fix them, read more here (944 words) - [How Quality Assurance helps organisations build a coaching programme - evaluagent](/content/knowledge-hub/how-quality-assurance-helps-build-a-coaching-programme.html): EvaluAgent shows how consistent QA and regular coaching and feedback cycles (positive and negative) are key to the success of your service AND your team. (1,234 words) - [One-to-Ones: How to Make Every Meeting Count - evaluagent](/content/knowledge-hub/one-to-ones-how-to-make-every-meeting-count/index.html): One-to-ones are a fantastic tool for improving agent performance, activity and engagement. But it's vital to make every meeting count. (935 words) - [Why transcription accuracy doesn't matter as much as you think - evaluagent](/content/knowledge-hub/why-transcription-accuracy-doesnt-matter-as-much-as-you-think.html): Software vendors want you to believe that transcription accuracy is make or break for the success of your Conversation Analytics project. (2,266 words) - [Contact center automation: 7 ways to improve performance - evaluagent](/content/knowledge-hub/contact-center-automation-ways-to-improve-performance.html): With so many angles to automation, you’re spoilt for choice on which strategies to employ - we explain some of the most impactful options. (1,139 words) - [Remote Team Engagement - EvaluAgent](/content/knowledge-hub/team-engagement-steps-to-maintain-service-quality/index.html): EvaluAgent share four ways to use team engagement practices to support maintaining service quality with remote teams. Find out more here. (734 words) - [A Step-by-Step Guide to the Contact Centre QA Process - evaluagent](/content/knowledge-hub/guide-to-the-contact-centre-qa-process/index.html): A top-level QA Process Guide allows you to visualise the entire QA process quickly & start to think about how it could work in your organisation.  (1,070 words) - [Quality Intelligence: The contact center game changer  - evaluagent](/content/knowledge-hub/quality-intelligence-contact-center/index.html): Discover Quality Intelligence - the combination of QA, voice of the customer and CX insights - and how it can transform your contact center. (985 words) - [The experience economy: how to drive ROI, loyalty and CX insights - evaluagent](/content/knowledge-hub/how-to-master-customer-first-finance-in-the-age-of-cx.html): Finance guide for customer experience  The importance of customer experience in today’s economy is difficult to overstate. The cost of living has shifted customers’ priorities, industry regulations are getting tighter, and everyone is competing for consumers’ attention – and loyalty.  This guide condenses the challenges and opportunities down to the need-to-know level, before providing a... (118 words) - [Why disposition codes will never reveal the real reason customers are calling - evaluagent](/content/knowledge-hub/disposition-codes-never-reveal-reason-customers-call.html): We explore how the standard call disposition process prevents you from getting the best customer insights - and how you can improve it. (640 words) - [Webinar: Practical strategies to master Consumer Duty in 2025 and beyond](/content/knowledge-hub/webinar-strategies-master-consumer-duty-2025/index.html): Get practical advice for Consumer Duty in 2025 and beyond - from how technology can lighten the load, to how the FCA is evolving the Duty. (97 words) - [Is Speech Analytics the secret sauce for providing a world-class human experience in our digital world? - evaluagent](/content/knowledge-hub/is-speech-analytics-the-secret-sauce-for-providing-a-world-class-human-experience-in-our-digital-world.html): As we plough forward with global digitalisation and see weekly, mind-blowing strides in AI, one thing remains critical as far as the Customer Experience goes…Customers want a humanised experience. (1,116 words) - [wpenginepowered.com | 504: Gateway time-out](/content/knowledge-hub/benefits-of-call-centre-outsourcing/index.html) (35 words) - [The virtual Customer Experience Conference Roundup - evaluagent](/content/us/knowledge-hub/customer-experience-conference-roundup/index.html): As proud sponsors, our CEO Jaime Scott joined panellists to discuss how the role of contact centre agents in CX is evolving. (830 words) - [Consumer Duty: What the FCA is looking for in 2024 and beyond  - evaluagent](/content/knowledge-hub/consumer-duty-2024-and-beyond/index.html): If you thought Consumer Duty would be an initial tick-box exercise you just have to get through, you’d be wrong.  Nisha Arora, Director of Cross Cutting Policy and Strategy at the Financial Conduct Authority (FCA) has gone on record to emphasize that Consumer Duty will not be a ‘once and done’ exercise. That means you... (713 words) - [Consumer Duty compliance through effective QA - evaluagent](/content/knowledge-hub/consumer-duty-compliance-through-effective-qa/index.html): Download our whitepaper to learn how to comply with the FCA Consumer Duty regulation and the role Quality Assurance plays in compliance. (48 words) - [Techniques for Training, Coaching, and Employee Engagement Conference roundup - evaluagent](/content/us/knowledge-hub/crmxchange-virtual-conference-roundup/index.html): On our interactive webcast and Q&A, we discussed how the pandemic meant business' needed to adapt their feedback, coaching and QA processes. (850 words) - [Call Centre Monitoring Parameters - evaluagent](/content/knowledge-hub/call-centre-monitoring-parameters/index.html): Putting call monitoring parameters in place enables you to identify issues and provide the best training and coaching for your employees. (1,397 words) - [International Women's Day 2022 - evaluagent](/content/knowledge-hub/international-womens-day-2022/index.html): Here at EvaluAgent, we're proud to celebrate International Women’s Day. Customer Success Manager, Michelle Reilly took part in a Q&A on what it means to her. (1,520 words) - [The CX Leaders Guide to Motivating Disengaged Agents - evaluagent](/content/knowledge-hub/guide-to-motivating-disengaged-agents/index.html): The Customer Experience Leaders Guide to Motivating Disengaged Agents (55 words) - [Building a Quality Assurance program: key components and benefits of successful implementation  - evaluagent](/content/knowledge-hub/building-a-quality-assurance-program-key-components-and-benefits-of-successful-implementation.html): A well-structured quality assurance program is more than a checklist – it’s a strategic approach that ensures your products and services consistently meet (and exceed!) standards, helping to build trust and satisfaction among your customers.  This article explores the essential components you need in a quality assurance program, the benefits it’ll bring, and best practices... (1,436 words) - [wpenginepowered.com | 504: Gateway time-out](/content/knowledge-hub/ai-strategy-missteps-customer-experience/index.html) (37 words) - [5 ways optimising your contact centre QA can save you money - evaluagent](/content/knowledge-hub/optimising-your-contact-centre-quality-assurance/index.html): We expose what broken Quality Assurance looks like, its hidden costs, and how to fix it in the contact centre. (1,022 words) - [How to Set Remote Agents Up For Success - evaluagent](/content/knowledge-hub/how-to-set-remote-agents-up-for-success/index.html): If you initially viewed remote working as a temporary measure, but are now considering it a viable long term possibility, you’re not alone. (756 words) - [What does the future hold for Quality Assurance? - evaluagent](/content/us/knowledge-hub/what-does-the-future-hold-for-quality-assurance/index.html): Let’s face it, Quality Assurance will always play a part in the ongoing review and maintenance of our business. (931 words) - [Employee Engagement: The Ultimate Guide - evaluagent](/content/knowledge-hub/employee-engagement/index.html): Employee engagement tips, ideas and support for contact centres, all in an ultimate guide from EvaluAgent. Happy Employees = Happy Customers. (128 words) - [Democratizing AI: Making customer experience insights accessible to all - evaluagent](/content/knowledge-hub/democratizing-ai-customer-experience-insights-accessible.html): Many businesses struggle to leverage advanced technologies like AI to gain critical customer insights - we're helping to change that. (642 words) - [Beating the Winter Blues: Employee Engagement Report - evaluagent](/content/knowledge-hub/winter-blues-employee-engagement-report/index.html): EvaluAgent researches how companies can ensure year-round employee performance and engagement and beat the winter blues. (130 words) - [wpenginepowered.com | 504: Gateway time-out](/content/knowledge-hub/ai-leading-humanless-customer-experience/index.html) (41 words) - [wpenginepowered.com | 504: Gateway time-out](/content/knowledge-hub/obstacles-good-consumer-outcomes/index.html) (21 words) - [wpenginepowered.com | 504: Gateway time-out](/content/knowledge-hub/qa-scorecard-automation-a-guide/index.html) (41 words) - [What Is Quality Assurance and Why Is It Mission Critical? - evaluagent](/content/knowledge-hub/what-is-contact-centre-quality-assurance/index.html): QA is a way to observe contact centre interactions and measure the standard of service that agents deliver but why is it now deemed mission critical? (1,034 words) - [3 problems remote agents face and how to solve them  - evaluagent](/content/knowledge-hub/problems-remote-agents/index.html): There's been a huge shift towards remote contact centers, but while there are plenty of benefits, a remote workforce can be a double-edged sword.  (431 words) - [How to find the best contact center QA software - evaluagent](/content/knowledge-hub/find-best-contact-center-quality-assurance-software.html): With so many software providers to choose from, how do you start to narrow it down? Be specific in your search. ‘Contact center software’ is going to overwhelm you, since you’ll get everything from workforce management to call recording. Here at evaluagent, we focus specifically on quality assurance and agent improvement, and integrate with a... (764 words) - [What are predictive metrics and how can they be used in QA?  - evaluagent](/content/knowledge-hub/predictive-metrics-contact-center-qa/index.html): The contact center is now at a pivotal point. It’s evolving into a dynamic hub of innovation, personalization, and customer intelligence thanks to advanced reporting, automation, and predictive metrics.  But predictive metrics aren’t just transforming the way businesses measure performance – they’re also influencing the fundamental role of contact centers. In this blog, we explore... (825 words) - [How to choose a contact center QA platform - evaluagent](/content/knowledge-hub/how-to-choose-a-contact-center-qa-platform/index.html): If you’ve been following our series on how to make a business case for QA software, you’ll have already weighed up the challenges, got to grips with the key benefits, carried out extensive research, and now be ready to make your decision. But there are a few last things you’ll want to consider before you... (805 words) - [Mythbusters: Are Quality Assurance teams all that bad? - evaluagent](/content/knowledge-hub/quality-assurance-mythbusters/index.html): EvaluAgent researches QA myths often found by Quality Assurance teams in contact centres. Are QA teams bad? Read these myths and find out for yourself (1,324 words) - [Product Updates 2022: Annual Round up - evaluagent](/content/knowledge-hub/product-annual-round-up/index.html): Welcome to EvaluAgent's 2022 annual product update. We're here to highlight some of our key product updates and share them with you. (1,007 words) - [Roundup: Unlocking operational excellence: Workforce Management and Quality Assurance masterclass - evaluagent](/content/knowledge-hub/roundup-unlocking-operational-excellence-workforce-management-and-quality-assurance-masterclass.html): For our recent #webinarwednesday we were joined by Chris Dealy, WFM Evangelist at injixo, who has been in the contact centre WFM industry for over 20 years. Our Quality and Coaching Specialist, Chris Mounce, talked to Chris about unlocking operational excellence through combining workforce management (WFM) and quality assurance (QA) in your contact centre. (1,215 words) - [Customer Service Training for Call Center Agents - evaluagent](/content/knowledge-hub/customer-service-training-for-call-centre-agents/index.html): Providing exceptional customer service is crucial to a successful business - and so it's important that we provide the best training for our agents. (745 words) - [Why you shouldn’t put off investing in QA - evaluagent](/content/knowledge-hub/why-you-shouldnt-put-off-investing-in-qa/index.html): QA software has a proven ROI: stop losing customers, agents and valuable time because you're scared to support QA costs. (1,029 words) - [7 predictions for 2025: What does next year hold for the contact center? - evaluagent](/content/knowledge-hub/contact-center-predictions-2025/index.html): The contact center is no longer just a hub for customer service; it’s becoming the heartbeat of customer experience strategy. As we approach 2025, rapid advancements in technology and shifting consumer expectations are poised to reshape how contact centers operate. We asked our team and clients to share their predictions for next year – from... (689 words) - [Unlocking the power of data: why exporting conversation analytics data to BI tools is a game-changer  - evaluagent](/content/knowledge-hub/qa-data-business-intelligence-export/index.html): 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... (1,009 words) - [Introducing xMetrics: the Voice of your Customer has never been clearer - evaluagent](/content/knowledge-hub/introducing-predictive-xmetrics-voice-of-customer/index.html): Imagine you could understand the specific reason why customers are repeatedly contacting you, at scale. What if you could uncover not only the number of customers you have that are vulnerable, but why?   Enter predictive Voice of the Customer metrics: AI-driven insights that allow contact centers to anticipate customer experience issues before they escalate.... (850 words) - [Using screen capture in your QA: the benefits and risks you need to know - evaluagent](/content/knowledge-hub/benefits-risks-screen-capture-quality-assurance/index.html): Screen capture and playback have emerged as tools to gain deeper insights into agents’ desktop behavior during customer interactions – and it’s undoubtedly a great addition to the QA process. But with plenty of vendors vying to offer screen capture, there can be as many risks as there are benefits if they’re not a specialist.... (610 words) - [On demand: Contact Center Performance Summit - evaluagent](/content/knowledge-hub/on-demand-contact-center-performance-summit/index.html): Drive performance in your contact center evaluagent’s Contact Center Performance Summit played host to an array of talks focused on everything from AI, to leading CX innovation. As part of our hub, you can view recordings of talks including: And much, much more! Register your details today to get immediate access. (98 words) - [Introducing Conversation Analytics: Auto-QA and Insights have arrived! - evaluagent](/content/knowledge-hub/conversation-analytics/index.html): Introducing Conversation Analytics. Find out how to empower Quality Assurance teams to work more efficiently and effectively than ever before (588 words) - [CX and EX - It's all about our people - evaluagent](/content/knowledge-hub/cx-and-ex-its-all-about-our-people/index.html): If you’re sitting with your co-workers, chatting about the importance of customer experience (CX), someone will inevitably chip in with “Yes, but what about the employee experience (EX)?”. (I guarantee it! EX always pops up in a CX conversation…Don’t believe me? Test it out during your next meeting). (920 words) - [5 considerations when choosing a tech stack for your contact center  - evaluagent](/content/knowledge-hub/considerations-tech-platform-contact-center/index.html): We’ve seen it before. You’re tired of being bounced from pillar to post with different platforms that all do different things. You’re eyeing up that shiny all-in-one solution because wouldn’t it just be oh-so-easy compared to what you’ve got now?  But what if we told you that you don’t need an all-in-one, bolted-on platform to... (663 words) - [ChatGPT and CX: How SmartScore is another nudge towards great CX - evaluagent](/content/knowledge-hub/chatgpt-and-cx-how-smartscore-is-another-nudge-towards-great-cx.html): Have you heard the news? Evaluagent is the first QA and Improvement Platform to introduce SmartScore; a transformative feature powered by ChatGPT! (1,101 words) - [Introducing Nicereply for EvaluAgent - evaluagent](/content/knowledge-hub/nicereply-for-evaluagent/index.html): Close the loop between Quality Assurance and Customer Feedback in your contact centre with our newest integration with Nicereply. (581 words) - [How to keep that startup magic through scaling and growth - evaluagent](/content/knowledge-hub/how-to-keep-that-startup-magic-through-scaling-and-growth.html): Close your eyes and think about the last time you transacted with a small business, an independent hustle or a new startup. (933 words) - [What does the new Consumer Duty regime mean for Customer Experience within the financial services sector? - evaluagent](/content/knowledge-hub/what-does-the-new-consumer-duty-regime-mean-for-customer-experience-within-the-financial-services-sector.html): What does the new Consumer Duty regime mean for Customer Experience within the financial services sector? Katie Stabler shares her thoughts (1,050 words) - [wpenginepowered.com | 504: Gateway time-out](/content/knowledge-hub/3-top-qa-scoring-tips-for-new-evaluators/index.html) (42 words) - [Why Every Conversation Needs Coverage - EvaluAgent](/content/knowledge-hub/contact-centre-compliance/index.html): Contact centres are a hotbed of high-risk compliance activity. Compliance protects customer data, privacy and ensures businesses operate lawfully. (1,049 words) - [Introducing Badges for EvaluAgent - Recognise Great Performance](/content/knowledge-hub/recognize-great-performance-with-badges-from-evaluagent.html): For all EvaluAgent users, we’re delighted to be able to bring you an early gift in the form of a BETA release of Badges. (823 words) - [Introducing: evaluation screens made simple - evaluagent](/content/knowledge-hub/introducing-evaluation-screens-made-simple/index.html): At evaluagent, we’re committed to delivering a user experience that not only meets the demands of modern evaluation workflows, but makes them simpler and more impactful.   That’s why we’re excited to release our redesigned evaluation screen, now with a streamlined, intuitive layout. This update enables you to assess and engage with conversation data more effectively,... (304 words) - [wpenginepowered.com | 504: Gateway time-out](/content/knowledge-hub/how-to-motivate-call-centre-agents/index.html) (25 words) - [5 Reasons You Need A Better QA Platform Now - evaluagent](/content/knowledge-hub/5-reasons-you-need-a-better-qa-platform-now/index.html): From improving CSAT to reducing costs and saving on time, QA platform’s have multiple benefits that will ensure your contact centre will flourish! (733 words) - [wpenginepowered.com | 504: Gateway time-out](/content/knowledge-hub/5-must-have-soft-skills-for-call-centre-agents/index.html) (42 words) - [Introducing our QA Maturity Tool: Helping your business flourish - evaluagent](/content/knowledge-hub/introducing-our-maturity-tool/index.html): Our new interactive QA Maturity tool, which helps contact centres identify what they need to do to take their business to the next level. (428 words) - [How to use the GROW model to coach your agents - evaluagent](/content/knowledge-hub/how-to-use-the-grow-model-to-coach-your-agents/index.html): In this blog we look at how you can implement the GROW coaching model in conversations with your agents. Let your agents flourish (738 words) - [What is Omnichannel Contact Center Software? - EvaluAgent](/content/knowledge-hub/what-is-omnichannel-contact-center-software/index.html): Omnichannel contact center software is designed to meet customer expectations by providing a seamless, integrated experience across all channels. (820 words) - [Navigating the impact of rising interest rates on your financial contact centre   - evaluagent](/content/knowledge-hub/navigating-the-impact-of-rising-interest-rates-on-your-financial-contact-centre.html): As the UK experiences rising interest rates to a harsh 5% base rate - the 13th consecutive rise since December 2021 - it becomes imperative for Quality Assurance and Compliance Managers to understand the implications for finance products and their responsibility in upholding Consumer Duty through quality assurance. (642 words) - [KPI Performance Report - evaluagent](/content/knowledge-hub/the-brand-new-kpi-report/index.html): In this blog, we take a look at EvaluAgent's new KPI Performance Report and examine the benefits and features that this provides to companies. (276 words) - [Tips for Improving Customer Service - evaluagent](/content/us/knowledge-hub/how-to-improve-customer-service-10-practical-tips/index.html): Call centres are an essential customer service tool that requires agents to exceed high consumer expectations. Read our top 10 tips for how to improve here. (2,151 words) - [What To Expect: The Call & Contact Center Expo US - evaluagent](/content/knowledge-hub/what-to-expect-the-call-contact-center-expo-us/index.html): We caught up with Jaime Scott, Evaluagent CEO, to talk all things Auto-QA and the launch of SmartScore, as we gear up for the Call & Contact Centre Expo in Vegas on the 26th and 27th of April. (550 words) - [How Many Call Center Agents do I Need? - EvaluAgent](/content/knowledge-hub/how-many-call-center-agents-do-i-need/index.html): Learn to determine how many call center agents you need for your business and find tips to balance satisfaction with operational needs and cost-efficiency (731 words) - [5 Must Haves in your Contact Centre in 2023 - evaluagent](/content/knowledge-hub/5-must-haves-in-your-contact-centre-in-2023/index.html): From AI to Analytics and everything in between, we’ve been busy finding out what the Contact Centre must haves are for 2023! As the world continues to evolve and change, it’s important to regularly assess your systems and make any updates as necessary to insure you’re keeping up with the latest trends and technology that will take your business to the next level. (671 words) - [New Features Announcement - evaluagent](/content/knowledge-hub/new-features/index.html): We are happy to announce we have just released three brand new features that are set to make your Quality Assurance processes more efficient. (742 words) - [Agent Engagement Summit 2023: Meet our keynote speakers  - evaluagent](/content/knowledge-hub/agent-engagement-summit-2023-meet-our-keynote-speakers.html): In less than two weeks, an array of CX and EX specialists will join together to share their expertise on agent empowerment at evaluagent’s Agent Engagement Summit. From gamification, to the leaps and bounds in AI, to improving the employee experience, the event’s keynotes are shaping up to be jam-packed with insights and tangible takeaways to action in your business. (571 words) - [How QA software can help solve your contact center's key challenges - evaluagent](/content/knowledge-hub/qa-software-contact-center-challenges/index.html): The contact center has always been a challenging place to work – fortunately, technology can help alleviate a lot of the most common obstacles, blockers and issues. In fact, Deloitte’s 2023 contact center report shows that modernizing infrastructure and agent-enablement technologies feature as two of the top three investment priorities. So what challenges can best-in-category... (633 words) - [Introducing xNPS by evaluagent: The answer to unreliable customer surveys  - evaluagent](/content/knowledge-hub/introducing-xnps/index.html): In an era where every customer interaction can make or break your brand reputation, understanding the likelihood of your customers to recommend your organisation to a friend, and the wider “voice of your customer” is more crucial than ever before – but how the industry has done it so far is quite broken.   Traditionally, companies... (517 words) - [wpenginepowered.com | 504: Gateway time-out](/content/knowledge-hub/best-leaders-work-together/index.html) (21 words) - [Agent Engagement Summit: A sneak peek into the breakout sessions - evaluagent](/content/knowledge-hub/agent-engagement-summit-a-sneak-peek-into-the-breakout-sessions.html): Are you ready to revolutionize your contact center's agent engagement strategies? Look no further than The 2023 Agent Engagement Summit. (678 words) - [Why Do Companies Outsource Call Centres? - evaluagent](/content/knowledge-hub/why-companies-outsource-call-centres/index.html): Learn the reasons companies outsource call centres and the impact of quality assurance software to ensure top-notch customer interactions. (644 words) - [5 predictions shaping the contact center in 2024 - evaluagent](/content/knowledge-hub/contact-center-predictions-2024/index.html): Whether it’s evolving tech stacks, or a focus on agent wellbeing, contact centers need to deliver exceptional experiences for customers and employees alike. (949 words) - [QA Teams: Time To Turn Into E-Learning Superstars - evaluagent](/content/us/knowledge-hub/qa-teams-time-to-turn-into-e-learning-superstars/index.html): Read our whistle stop tour of how QA has traditionally worked, how a raft of new tech will affect that role and where exactly e-learning comes into it. (1,339 words) - [Benefits and key features to look for in contact center QA software - evaluagent](/content/knowledge-hub/benefits-features-contact-center-qa-software/index.html): You understand the challenges your contact center is facing, and you’re convinced you’re ready for a great QA tool to help you tackle them. And yet, the C-Suite and Board’s priorities will be to tighten the purse strings while confidence in the economy is low. Few will sign off investment into contact center software without... (605 words) - [How to Measure Call Center Agent Performance - evaluagent](/content/knowledge-hub/how-to-measure-call-center-agent-performance/index.html): Measuring agent performance isn’t just a formality, it’s a key step in identifying areas for improvement and driving efficiency. (780 words) - [Expanding First Contact Resolution into a full customer journey metric - evaluagent](/content/knowledge-hub/expanding-first-contact-resolution-customer-journey.html): First contact resolution is a high priority for customers engaging with brands - but are systemic problems undermining the end-to-end journey? (445 words) - [The Essential Team Leader Playbook - evaluagent](/content/knowledge-hub/team-leader-playbook/index.html): This playbook is designed to help you to identify the most common challenges facing Team Leaders, and enable you to support your team and your business. (52 words) - [Does AI really have a place in Quality Assurance? - evaluagent](/content/knowledge-hub/does-ai-really-have-a-place-in-quality-assurance/index.html): With the invention of AI there is a tremendous opportunity to revolutionize QA and achieve unparalleled accuracy & efficiency. (535 words) - [Improve Compliance with Auto-QA - evaluagent](/content/us/knowledge-hub/improve-compliance-with-automated-quality-assurance.html): Conversation analytics & automated quality assurance can improve customer experience. Can it manage your contact centre’s compliance risks? (1,936 words) - [How the AI-human partnership drives contact center success - evaluagent](/content/knowledge-hub/ai-human-partnership-drives-contact-center-success/index.html): Instead of plotting their demise, AI has been busy making agents’ lives easier and their customers happier. And opinions are changing fast to reflect this reality. (592 words) - [Webinar: Employee Engagement with Garry Gromely - evaluagent](/content/knowledge-hub/employee-engagement-shifting-mindsets-and-managing-cultural-assassins.html): In this webinar we're joined by Garry Gromley to discuss Employee Engagement in the Contact Centre. Empower your teams to engage your agents. (222 words) - [The evolution of contact center management in the remote era - evaluagent](/content/knowledge-hub/contact-center-management-remote-era/index.html): The pandemic tore up the old rules of working and now flexible, hybrid models are here to stay. But are you ready to manage a distributed team? (576 words) - [Agent Engagement Summit 2023 - evaluagent](/content/knowledge-hub/agent-engagement-summit-2023/index.html): Are you ready for a game-changing event that will revolutionize the way you think about agent engagement? Look no further! We’re excited to announce the Agent Engagement Summit 2023, an event that promises to reshape the landscape of customer service and elevate your understanding of agent interactions. (476 words) - [Product Updates 2022: Annual Round up - evaluagent](/content/us/knowledge-hub/product-annual-round-up/index.html): Welcome to EvaluAgent's 2022 annual product update. We're here to highlight some of our key product updates and share them with you. (1,007 words) - [Why first contact fixes are key to customer loyalty - evaluagent](/content/knowledge-hub/why-first-contact-fixes-are-key-to-customer-loyalty.html): What do customers want when they contact your business?  They want their problems solved. They don’t want to wait. And they definitely don’t want to have to contact you again any time soon. But while first contact resolution (FCR) may seem like a basic fundamental, many companies are still failing to deliver, as our new... (691 words) - [Webinar: Conversation Analytics in Action - EvaluAgent](/content/knowledge-hub/conversation-analytics-in-action-webinar/index.html): We formally launched and provided a live demo of Conversation Analytics – the latest addition to our AI-Powered QA and Performance Improvement platform. (40 words) - [10 key learnings on agent engagement to take into 2024   - evaluagent](/content/knowledge-hub/10-key-learnings-agent-engagement-2024/index.html): Discover the essential insights from evaluagent’s Agent Engagement Summit to inform your employee experience strategy. (1,218 words) - [Optimising Contact Centre Performance - evaluagent](/content/knowledge-hub/optimising-contact-centre-performance-through-employee-engagement.html): With some head-turning stats and actionable insights that will empower agents, streamline QA and deliver outstanding CX, it's one not to miss. (108 words) - [Myth: I need to invest more in digital to meet customer demand - evaluagent](/content/knowledge-hub/myth-invest-digital-voice/index.html): We’re going to explain why the rise of digital channels can be good, but there are other areas you need to focus your budget, training and resource on. (683 words) - [3 ways quality assurance can revolutionize contact centers  - evaluagent](/content/knowledge-hub/3-ways-qa-revolutionize-contact-centers/index.html): What if there’s a smarter, more efficient approach to QA that combines the best of analytics, auto scoring, and traditional methods? (713 words) - [Cyber Essentials Accreditation - evaluagent](/content/knowledge-hub/cyber-essentials/index.html): At EvaluAgent, we believe that trust in our product begins with Security. We are pleased to confirm that we have renewed our Cyber Essentials accreditation. (262 words) - [5 things you need to know about Consumer Duty compliance  - evaluagent](/content/knowledge-hub/need-know-consumer-duty-compliance/index.html): It might feel far away right now, but the final deadline for adherence to the Financial Conduct Authority’s Consumer Duty is looming on 31st July 2024.  Last summer, the FCA released new rules and guidance outlining that firms ‘must act to deliver good outcomes for retail customers’, putting emphasis not just on the quality of... (894 words) - [Make every interaction count with 100% analytics - evaluagent](/content/knowledge-hub/100-percent-analytics-contact-center/index.html): What if you realized your contact center only analyzed 2% of customer interactions? You’d be rightly alarmed at the scale of those missed opportunities. (443 words) - [Master Quality Assurance across digital channels with AI - evaluagent](/content/knowledge-hub/master-quality-assurance-digital-with-ai/index.html): According to research from ContactBabel, 96% of UK contact centers agree AI will be vital to future operations. Are you ready? (507 words) - [Beyond the buzz of AI: key considerations for your contact center - evaluagent](/content/knowledge-hub/beyond-the-buzz-ai/index.html): We’re not just talking about why AI’s exciting (although it is), we’re diving into the wider considerations you’ll need to be across to not get left behind. (561 words) - [Consumer Duty Scorecard Template - evaluagent](/content/knowledge-hub/consumer-duty-scorecard/index.html): In regulated industries such as financial services, every conversation has the power to make or break your brand. Beyond bad reviews, non-compliance can leave businesses facing fines from the Financial Conduct Authority (FCA). Without EvaluAgent, 95% of conversations remain unchecked, leaving your business exposed to risks such as: Read more on compliance (153 words) - [How to unlock agent motivation with gamification - evaluagent](/content/knowledge-hub/unlock-agent-motivation-gamification-training/index.html): Contact centers have never been an easy place to work, but with more channels and high customer expectations, the agent’s role is under more pressure.  (312 words) - [How Customer Ideas Contribute to Our Roadmap - EvaluAgent](/content/knowledge-hub/how-customers-ideas-can-contribute-to-evaluagents-roadmap.html): Understanding our customers plays a crucial part in making EvaluAgent the smartest QA and Performance Improvement platform on the market. (447 words) - [How to get started with AI: A step-by-step guide for your contact center - evaluagent](/content/knowledge-hub/ai-onboarding-made-easy-guide/index.html): Get started with AI today  We’ve created this guide to walk you through each of the steps and pre-requisites to successful AI implementation. This advice is relevant for all contact center leaders curious about the ins and outs of getting started with AI, or sense-checking their progress so far.  AI is complex, but implementing it... (183 words) - [Consumer Duty and Quality Assurance Webinar - evaluagent](/content/knowledge-hub/consumer-duty-and-quality-assurance-webinar/index.html): Watch our webinar with leading law firm Burness Paull to understand how to tackle consumer duty head on with quality assurance. 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Assembled, Intercom, evaluagent, and CX expert Brad Herrington recently took to the virtual stage to highlight the transformative power of a best-in-category tech stack for customer... (909 words) - [Ofgem imposes new customer service standards for energy suppliers - evaluagent](/content/knowledge-hub/ofgem-customer-service-standards-energy/index.html): Ofgem has released new standards, engaging with businesses, consumers and energy suppliers to understand the challenges they're dealing with. (480 words) - [Call Centre Performance Management - EvaluAgent](/content/us/knowledge-hub/getting-started-with-quality-assurance/index.html): For contact centres the quality assurance process reviews the quality of an interaction or conversation that has already taken place with a customer. (3,026 words) - [A Quality Assurance Guide for the Gambling Industry - evaluagent](/content/knowledge-hub/quality-assuranc-guide-for-the-gambling-industry/index.html): Read our comprehensive Quality Assurance guide to assist operators in establishing a solid quality assurance framework in the gambling sector (161 words) - [How to use AI to reduce contact center attrition - evaluagent](/content/knowledge-hub/use-ai-reduce-contact-center-attrition/index.html): Long hours, irritated customers, and constant monitoring can lead to burnout. But what if AI could help make agents' jobs more enjoyable? (501 words) - [Navigating regulations in online gambling: a guide to customer interaction - evaluagent](/content/knowledge-hub/regulations-online-gambling-customer-interaction/index.html): The Gambling Commission’s ‘Identify, Act, Evaluate’ framework is designed to detect and address potential harms customers may be at risk of.  (1,072 words) - [7 need-to-know statistics affecting contact centers today - evaluagent](/content/knowledge-hub/statistics-affecting-contact-centers-today/index.html): Some of the world’s leading minds gathered on October 4th to share their expertise on contact center trends, tech and tactics - see the key stats now. (836 words) - [How Quality Assurance helps organisations build a coaching programme - evaluagent](/content/us/knowledge-hub/how-quality-assurance-helps-build-a-coaching-programme.html): EvaluAgent shows how consistent QA and regular coaching and feedback cycles (positive and negative) are key to the success of your service AND your team. (1,232 words) - [AI: Its place in the Contact Center - evaluagent](/content/knowledge-hub/artificial-intelligence-its-place-in-the-contact-center.html): Based on surveys of over 400 Contact Centers, this White Paper looks at the reality of how AI is being used to improve customer contact. (198 words) - [Gamification: The role of intrinsic motivation in agent engagement - evaluagent](/content/knowledge-hub/gamification-the-role-of-intrinsic-motivation-in-agent-engagement.html): In the dynamic world of contact centres, agent engagement is a persistent challenge. A lack of engagement not only affects performance but also leads to attrition. But what if there was a way to turn this challenge into an opportunity? 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(3,869 words) - [Agent Engagement Summit: On Demand - evaluagent](/content/knowledge-hub/agent-engagement-summit-on-demand/index.html): Our Agent Engagement Summit saw industry leaders from the contact center gather to share expertise on creating a better employee experience.   (37 words) - [Why employee engagement is your best attrition reduction strategy - evaluagent](/content/knowledge-hub/why-employee-engagement-is-your-best-attrition-reduction-strategy.html): Hiring and training new agents, only to have them leave soon after? It's time to get off the churn cycle and start retaining your top talent. (481 words) - [Introducing SmartView Custom Dashboards - evaluagent](/content/knowledge-hub/introducing-smartview-custom-dashboards/index.html): We unveil the latest addition to our QA and Improvement platform: SmartView Custom Dashboards. With this groundbreaking feature, you can now take control of your QA data like never before. (680 words) - [How often you should review your scorecards: a process and timeline - evaluagent](/content/knowledge-hub/review-your-scorecards-process-timeline/index.html): It can be tempting to take a ‘one-and-done’ approach to scorecards - but doing so puts your QA at risk of using outdated concepts. (592 words) - [Five Tips For Creating a Next-Level QA Scorecard - evaluagent](/content/us/knowledge-hub/five-tips-for-creating-a-qa-scorecard/index.html): Your QA scorecard is one of the most important elements to the QA process. We've highlighted five key tips for creating a QA scorecard. (1,203 words) - [Your Ultimate Guide to Call Centre Quality Assurance - evaluagent](/content/knowledge-hub/the-ultimate-guide-to-call-centre-quality-assurance.html): The ultimate guide to Contact Centre Quality Assurance provides all the information you need to create a quality monitoring process. 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(484 words) - [Unleash the power of evaluagentCX: subtle features, big impact  - evaluagent](/content/knowledge-hub/unleash-evaluagentcx-subtle-features-big-impact/index.html): In today’s fast-paced world, where customer expectations are continually shifting, it can be challenging to work out which AutoQA and Improvement platform is right for your business, since many make similar promises.  As experts with a deep understanding of the contact center industry, we know that an effective platform must support you in unlocking valuable... (824 words) - [The key to securing a lower agent attrition rate - evaluagent](/content/knowledge-hub/securing-lower-agent-attrition-rate/index.html): The revolving door created by high agent attrition doesn’t just cause internal headaches, customers are feeling the pain too. (420 words) - [Infographic: 5 reasons to choose evaluagent - evaluagent](/content/knowledge-hub/infographic-reasons-choose-evaluagent-elevate-qa/index.html): With decades of experience in contact centers, we've created a platform that helps you address common issues, deliver improvements and support agents. (96 words) - [Employee Engagement is Essential for Contact Centres. Here's Why - evaluagent](/content/us/knowledge-hub/contact-centre-employee-engagement/index.html): Engaged employees can be the difference between a successful contact centre, and a struggling one. What motivates agents to do a good job? (1,014 words) - [5 Reasons One-to-Ones Are Vital For Your Contact Centre's Success - evaluagent](/content/knowledge-hub/5-reasons-one-to-ones-are-vital-for-your-contact-centres-success.html): One-to-ones: An essential tool for Contact Centre's success but often overlooked as part of the QA and Performance Improvement Cycle. 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Because customers value effectiveness over efficiency. And recent research reveals the voice channel remains the gold standard for problem-solving. In a sea of robotic chatbots... (581 words) - [5 Reasons To Invest In An Integrated Learning Management System (LMS) - evaluagent](/content/us/knowledge-hub/5-reasons-to-invest-in-an-integrated-lms/index.html): Using an LMS to manage training across your Contact Centre will help ease the burden on a day-to-day basis and open up the possibility of eLearning. (1,296 words) - [A Step-by-Step Guide to the Contact Centre QA Process - evaluagent](/content/us/knowledge-hub/guide-to-the-contact-centre-qa-process/index.html): A top-level QA Process Guide allows you to visualise the entire QA process quickly & start to think about how it could work in your organisation. 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Check out our infographic below… (114 words) - [The Applications of Quality Assurance Software - evaluagent](/content/knowledge-hub/the-applications-of-quality-assurance-software/index.html): Quality assurance is paramount when it comes to keeping call centre agents and customers satisfied. It can be used to monitor customer responses to agents. (1,308 words) - [Contact Centre Technologies You Should Know About - EvaluAgent](/content/us/knowledge-hub/10-contact-centre-technologies-you-should-know-about.html): In this article, we outline 10 key contact centre technologies that can help businesses provide better service and utilise their resources more effectively. (856 words) - [How to empower agents to improve customer service - evaluagent](/content/knowledge-hub/empower-agents-improve-customer-service/index.html): Contact centers can transform bad experiences into exceptional ones by granting agents the autonomy. Discover how. 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(721 words) - [Myth: Post-call surveys are the only way to collate customer feedback - evaluagent](/content/knowledge-hub/post-call-surveys-ai/index.html): In the fast-paced world of customer service, delivering satisfaction is key. Contact centers, the frontline of customer interaction, have long relied on post-call surveys to gauge a range of metrics like customer satisfaction, customer effort and Net Promoter Scores (NPS), in a bid to try and unearth what their customers really think. It could be... (644 words) - [wpenginepowered.com | 504: Gateway time-out](/content/knowledge-hub/think-all-in-one-solutions-get-you-better-cx-think-again.html) (41 words) - [Voice: Its place in a multichannel world - evaluagent](/content/knowledge-hub/voice-its-place-in-the-multichannel-world/index.html): This research illustrates the modern CX landscape, helping you invest your QA time and resource where it’ll have the most impact. 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Employee engagement surveys measure, monitor, and improve health and well-being (954 words) - [Page not found - evaluagent](/content/knowledge-hub/evaluagent-2021-reviews-2/index.html) (24 words) - [Key Components of Employee Engagement - evaluagent](/content/us/knowledge-hub/key-components-of-employee-engagement/index.html): Staff who enjoy their jobs and their work environment are more likely to be happy and healthy, which leads to greater productivity and better outcomes (1,089 words) - [wpenginepowered.com | 504: Gateway time-out](/content/knowledge-hub/call-centre-quality-process-adherence/index.html) (40 words) - [wpenginepowered.com | 504: Gateway time-out](/content/us/knowledge-hub/nicereply-for-evaluagent/index.html) (21 words) - [wpenginepowered.com | 504: Gateway time-out](/content/us/knowledge-hub/why-your-overall-call-quality-score-is-useless/index.html) (37 words) - [Improving Service and Sales Performance - evaluagent](/content/us/knowledge-hub/best-leaders-work-together/index.html): Jaime Scott shares his thoughts and experiences on how the best Quality, Compliance and Operational Leaders collaborate to improve service and sales! 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(628 words) - [AutoQA for UK insurance - evaluagent](/content/autoqa-for-uk-insurance/index.html): Manual QA leaves crucial blind spots The FCA’s Consumer Duty requires firms to monitor and evidence good customer outcomes on an ongoing basis — not just sample them occasionally. Insurance complaints to the FCA hit 717,406 in H1 2025, while the Financial Ombudsman received over 305,000 complaints in 2024/25, up 54% year-on-year. Your QA team... (656 words) - [Gaming QA playbook & scorecard - evaluagent](/content/gaming-qa-playbook-scorecard/index.html): Trusted by leading brands Don’t sweat the security. We know when it comes to customer data, there’s no cutting corners. We’re certified for SOC2, ISO27001:2022 and Cyber Security Essentials – so you have total peace of mind that your data is in safe hands. “I can’t recommend this platform enough. Now our team is focused... (351 words) - [Automation Archives - evaluagent](/content/topic/automation/index.html) (280 words) - [evaluagentCX vs MaestroQA - evaluagent](/content/lp-evaluagentcx-vs-maestroqa-pricing/index.html): Key differences: evaluagentCX vs MaestroQA Get an impartial perspective Here’s some honest feedback from customers and prospects who have tried both platforms, or switched from MaestroQA: See how we compare  (777 words) - [evaluagent G2 - evaluagent](/content/evaluagent-g2/index.html): Trusted by leading contact centres What makes evaluagent different? A lot of QA tools score conversations. Not many can tell you what to do about it. Improving CX can be complex.Choosing the right software shouldn’t be. From support to ease of use, evaluagent is consistently recognised as a leader in Quality Assurance, Conversation Intelligence and... (315 words) - [Remote Working Archives - evaluagent](/content/us/topic/remote-working-us/index.html) (25 words) - [Access recordings from the Contact Center Performance Summit 2025 - evaluagent](/content/contact-center-performance-summit-2025-recordings-lp.html): Hear from industry-leading voices We’re delighted to have had some true movers-and-shakers share their knowledge and expertise at the Contact Center Performance Summit 2025. Get the chance to hear from experts in Quality, AI and human psychology, who have decades of experience working in customer experience. Nerys Corfield, Director at Injection Consulting Callan Schebella, CEO... (259 words) - [Product updates Archives - evaluagent](/content/us/topic/product-updates-us/index.html) (25 words) - [The essential CX toolkit for Financial Services - evaluagent](/content/the-essential-cx-toolkit-for-financial-services/index.html): Trusted by leading brands Don’t sweat the security. We know when it comes to customer data, there’s no cutting corners. We’re certified for SOC2, ISO27001:2022 and Cyber Security Essentials – so you have total peace of mind that your data is in safe hands. “Everyone at evaluagent understands what running a contact centre feels like... (368 words) - [evaluagentCX vs Klaus - evaluagent](/content/evaluagentcx-klaus-comparison/index.html): Key differences: evaluagentCX vs Klaus (Zendesk QA) Get an impartial perspective Here’s some honest feedback from customers and prospects who have tried both platforms, or switched from Klaus: See how we compare  (655 words) - [evaluagentCX vs Playvox - evaluagent](/content/lp-evaluagentcx-vs-playvox-pricing/index.html): Key differences: evaluagentCX vs Playvox Get an impartial perspective Here’s some feedback from customers and prospects who have tried both platforms, or switched from Playvox: See how we compare (866 words) - [evaluagentCX vs Level AI - evaluagent](/content/evaluagentcx-vs-level-ai/index.html): Key differences: evaluagentCX vs Level AI Which solution is right for you? See how we compare  (421 words) - [eLearning Archives - evaluagent](/content/us/topic/elearning-us/index.html) (25 words) - [Knowledge Hub - evaluagent](/content/knowledge-hub/index.html) (162 words) - [Increase Agent Engagement - evaluagent](/content/solutions/increase-agent-engagement/index.html): Increase agent engagement and deliver an elevated and differentiated CX in your contact center. Learn more here. (423 words) - [evaluagentCX vs Level AI - evaluagent](/content/lp-evaluagentcx-vs-level-ai-demo/index.html): Key differences: evaluagentCX vs Level AI Which solution is right for you? See how we compare  (736 words) - [Free Trial Email Confirmation - evaluagent](/content/free-trial-email-confirmation/index.html) (21 words) - [Request Pricing - evaluagent](/content/request-pricing/index.html) (207 words) - [Passing the engagement test - evaluagent](/content/us/platform/product-tours/passing-the-engagement-test/index.html): In this tour, we'll delve into the dynamic ways evaluagent revolutionizes agent engagement and performance. (438 words) - [Talk to our Partner Team - evaluagent](/content/talk-to-our-partner-team/index.html): Let's talk about partnering with the most refined AI-powered QM platform for Contact Centers. We look forward to speaking with you. (63 words) - [Events - evaluagent](/content/events/index.html): See where evaluagent are heading in 2024. Elevate your contact center strategies with unparalleled knowledge and networking opportunities. (173 words) - [ Implementation Consultant (AI SaaS) UK - evaluagent ](/content/careers/jobs/7987220-implementation-consultant-ai-saas-uk/index.html): Help organisations transform how they measure quality with AI. Lead customer implementations, solve complex challenges and help customers adopt a smarter app... (72 words, Jun 29, 2026) - [ Implementation Consultant (AI SaaS) US - evaluagent ](/content/careers/jobs/7980236-implementation-consultant-ai-saas-us/index.html): Help organizations transform how they measure quality with AI. Lead customer implementations, solve complex challenges and help customers adopt a smarter app... (74 words, Jun 26, 2026) - [evaluagent leads as a top-rated customer service platform in G2 Summer 2026 reports - evaluagent](/content/news-press/top-customer-service-platform-g2-summer-2026/index.html): evaluagent, a leading provider of quality assurance and conversation intelligence software for contact centers, has once again been recognized across multiple categories in G2’s Summer 2026 report. With a total of 45 badges for the quarter – the most badges yet – it further cements evaluagent’s reputation as a platform of choice for teams looking to leverage automation and insight.  Key badges awarded in the Summer 2026 report include:  Contact Center Quality... (296 words, Jun 23, 2026) - [ Demand Gen Lead - evaluagent ](/content/careers/jobs/7911145-demand-gen-lead/index.html): Fully home based. Real ownership. Visible impact. Help evaluagent establish and scale demand generation across North America as we accelerate growth. (667 words, Jun 15, 2026) - [ Dev Ops Engineer - evaluagent ](/content/careers/jobs/7910542-dev-ops-engineer/index.html): Work with AWS, Kubernetes, Terraform and the infrastructure powering a growing AI product. Fully home-based role helping shape our platform's future (677 words, Jun 15, 2026) - [evaluagent launches Context Engine for AutoQA - evaluagent](/content/news-press/evaluagent-launches-context-engine/index.html): Context Engine evaluates whether agents give the correct answer, by grounding every AI score in a customer's own knowledge base.  (458 words, Apr 15, 2026) - [evaluagent named a Top UK Software Company for a third year - evaluagent](/content/news-press/evaluagent-top-uk-software-company-2026/index.html): The contact centre QA specialist climbs to #17 on G2's Top UK Software Companies list, and debuts as a Top Customer Service Product.  (332 words, Feb 23, 2026) - [evaluagent ranked #1 in Europe for Contact Center Quality Assurance in latest G2 reports - evaluagent](/content/news-press/evaluagent-ranked-europe-contact-center-quality-assurance-g2.html): This quarter, evaluagent is delighted to be ranked #1 in the Europe Regional Grid® Report for Contact Center Quality Assurance, climbing four places. (289 words, Dec 4, 2025) - [evaluagent scores high for QA and conversation intelligence in G2 Fall reports - evaluagent](/content/news-press/evaluagent-platform-of-choice-qa-conversation-intelligence-fall-2025.html): These badges cement evaluagent’s position as a platform of choice for contact centers across the globe looking for robust QA software. (335 words, Oct 2, 2025) - [evaluagent welcomes AI and contact center pioneer Callan Schebella as board advisor - evaluagent](/content/news-press/callan-schebella-joins-evaluagent-board/index.html): evaluagent has today announced that Callan Schebella has started working with them as a board advisor.  (282 words, Jul 31, 2025) - [evaluagent scores top ratings in G2’s Summer 2025 report   - evaluagent](/content/news-press/evaluagent-rated-highly-g2-summer-2025/index.html): Combining QA and AI-driven insight into one platform, evaluagent has been recognized in G2's Summer reports as a leader in quality assurance. (253 words, Jul 8, 2025) - [evaluagent secures SOC 2 Type 2 status    - evaluagent](/content/news-press/evaluagent-secures-soc-2-type-2-status/index.html): As more contact centers turn to evaluagent for CX insight and quality improvement, the SOC 2 certification provides the reassurance they need. (229 words, Jun 9, 2025) - [evaluagent and Phase2 partner to revolutionise CX with AI-powered Quality Intelligence    - evaluagent](/content/news-press/evaluagent-phase2-partnership/index.html): evaluagent and Phase2 partner to revolutionise CX with AI-powered Quality Intelligence    7th April 2025  evaluagent, the leading Quality Intelligence platform, has joined forces with Phase2 to deliver AI-driven Auto-QA, Voice of the Customer (VoC), and CX insights, helping businesses bridge the gap and unlock smarter automation, real-time and predictive analytics, as well as game-changing performance... (208 words, Apr 7, 2025) - [evaluagent recognized as a leading platform for QA, Conversation Intelligence and Speech Analytics by G2 - evaluagent](/content/news-press/evaluagent-leader-qa-conversation-intelligence-speech-analytics.html): evaluagent recognized as a leading platform for QA, Conversation Intelligence and Speech Analytics by G2 25th March 2025  evaluagent, a leading provider of quality assurance, insight and intelligence software for contact centers, has been awarded a total of 33 G2 badges in the Spring 2025 report. These badges cement evaluagent’s position as a platform of... (351 words, Mar 25, 2025) - [evaluagent named a finalist in the British HR Awards 2025  - evaluagent](/content/news-press/evaluagent-finalist-british-hr-awards-2025/index.html): evaluagent named a finalist in the British HR Awards 2025 3rd March 2025  evaluagent is delighted to share it has been named a Finalist in the British HR Awards 2025 in the Culture Initiative of the Year category.  The British HR Awards 2025 sets out to discover and celebrate the organisations and individuals that are... (437 words, Mar 3, 2025) - [evaluagent recognized as a leading UK software company for second year in a row - evaluagent](/content/news-press/evaluagent-leading-uk-software-company-2025/index.html): evaluagent recognized as a leading UK software company for second year in a row 19th February 2025  For the second consecutive year, evaluagent has made the G2 Best UK Software Companies list, securing a ranking of #43 – one of just 17 companies to retain a place on the list from last year. As the world’s... (391 words, Feb 19, 2025) - [evaluagent awarded 27 badges in G2’s Winter 2025 report  - evaluagent](/content/news-press/evaluagent-awarded-27-badges-winter-2025-report/index.html): evaluagent awarded 27 badges in G2’s Winter 2025 report 19th December 2024  evaluagent, a leading provider of quality assurance, insight and intelligence software for contact centers, has been awarded a total of 27 G2 badges in the Winter 2025 report. These badges cement evaluagent’s position as a platform of choice for businesses across the UK,... (327 words, Dec 19, 2024) - [evaluagent rebrands: A bold new look, same core mission  - evaluagent](/content/news-press/evaluagent-rebrands-new-look-same-mission/index.html): evaluagent rebrands: A bold new look, same core mission  27 November 2024  We’re thrilled to unveil the fresh new face of evaluagent! This rebrand isn’t about a shiny logo or modern design – it’s a reflection of how far we’ve come as a business, how we’ve evolved to better serve our clients, and how we’re... (615 words, Nov 27, 2024) - [evaluagent recognized in exclusive "High Growth 50" community - evaluagent](/content/news-press/evaluagent-exclusive-high-growth-50/index.html): evaluagent recognized in exclusive “High Growth 50” community 1st October 2024  evaluagent, a leading provider of AI Quality Assurance and conversation intelligence software, has been named as a ‘High Growth 50’ business by strategic marketing communications agency MC2.   This High Growth 50, compiled by UK data provider Beauhurst, highlights companies that have demonstrated outstanding business... (475 words, Oct 1, 2024) - [evaluagent recognized as a leading provider for contact center quality assurance in G2 Fall report - evaluagent](/content/news-press/evaluagent-recognized-as-a-leading-provider-for-contact-center-quality-assurance-in-g2-fall-report.html): evaluagent recognized as a leading provider for contact center quality assurance in G2 Fall report  26th September 2024  evaluagent, a leading provider of automated insight, quality assurance and performance improvement software, is delighted to share its achievement of 17 G2 badges in the Fall 2024 report. These badges cement evaluagent’s position as a platform of... (304 words, Sep 26, 2024) - [evaluagent joins TechNation’s exclusive Future Fifty in recognition of its scale-up success - evaluagent](/content/news-press/evaluagent-joins-technation-exclusive-future-fifty/index.html): evaluagent joins TechNation’s exclusive Future Fifty in recognition of its scale-up success  12th September 2024 Middlesbrough, UK – evaluagent is proud to announce it has been invited to join the prestigious TechNation Future Fifty 2024 cohort, among a lineup of innovative businesses from across the UK. The Future Fifty exists to serve and support the... (631 words, Sep 12, 2024) - [evaluagent positioned as a Strong Contender in the SPARK Matrix for Voice of Customer (VoC) Platform, Q3, 2024 by Quadrant Knowledge Solutions  - evaluagent](/content/news-press/evaluagent-strong-contender-spark-matrix-voice-of-customer-platform.html): evaluagent positioned as a Strong Contender in the SPARK Matrix for Voice of Customer (VoC) Platform, Q3, 2024 by Quadrant Knowledge Solutions  5 September 2024: Quadrant Knowledge Solutions announced today that it has named evaluagent as a Q3 2024 Strong Contender in the SPARK MatrixTM analysis of the global Voice of Customer (VoC) platform market. ... (597 words, Sep 5, 2024) - [Introducing The Contact Center Performance Summit: your ticket to the future of customer service  - evaluagent](/content/news-press/introducing-contact-center-performance-summit/index.html): Introducing The Contact Center Performance Summit: your ticket to the future of customer service  evaluagent follows up last year’s successful Agent Engagement Summit with a new event 3rd September 2024 Middlesborough, UK – evaluagent is excited to announce ‘The Contact Center Performance Summit’, a free virtual conference dedicated to helping Quality Managers and Contact Center... (421 words, Sep 3, 2024) - [evaluagent Partners with Five9 to Elevate Customer Experiences through Intelligent Automated Quality Assurance and Agent Performance Improvement - evaluagent](/content/news-press/evaluagent-partners-five9/index.html): evaluagent Partners with Five9 to Elevate Customer Experiences through Intelligent Automated Quality Assurance and Agent Performance Improvement The evaluagentCX platform is now available on the Five9 CX Marketplace 25th July 2024 Middlesbrough, UK – evaluagent, a global leader in contact center quality assurance, agent performance improvement and workforce engagement software, today announced a native integration... (515 words, Jul 25, 2024) - [evaluagent recognized as a QA platform of choice, earning 17 badges in G2 summer report - evaluagent](/content/news-press/evaluagent-leader-g2-summer-report/index.html): evaluagent recognized as a QA platform of choice, earning 17 badges in G2 summer report 4th July 2024 evaluagent, a leading provider of automated insight, quality assurance and performance improvement software, is delighted to share its achievement of 17 G2 badges in the Summer 2024 report. These badges cement evaluagent’s position as a platform of... (295 words, Jul 4, 2024) - [evaluagent awarded Gold Globee win for 'Best Contact Center Solution' at the 11th Annual 2024 Globee® Awards for Customer Excellence - evaluagent](/content/news-press/evaluagent-awarded-gold-globee-win-for-best-contact-center-solution-at-the-11th-annual-2024-globee-awards-for-customer-excellence.html): evaluagent awarded Gold Globee win for ‘Best Contact Center Solution’ at the 11th Annual 2024 Globee® Awards for Customer Excellence 7th June 2024 evaluagent, a leading provider of quality assurance and performance improvement solutions for contact centers, is delighted to have won a Gold Globee Award for ‘Best Contact Center Solution’ at the 11th Annual... (330 words, Jun 10, 2024) - [evaluagentCX helps contact centers ditch unreliable customer surveys with AI-powered NPS - evaluagent](/content/news-press/evaluagentcx-ai-powered-nps/index.html): evaluagentCX helps contact centers ditch unreliable customer surveys with AI-powered NPS evaluagent invites product testers for incoming feature, xNPS (Expected Net Promoter Score). 24th April 2024 Middlesbrough, UK – April 24, 2024 – evaluagent, a global leader in contact center quality assurance and performance improvement software, is pleased to announce a leading-edge new feature coming... (298 words, Apr 24, 2024) - [evaluagent takes Bronze in Contact Center Solution category at the Stevie Awards for Sales & Customer Service - evaluagent](/content/news-press/evaluagent-bronze-contact-center-solution/index.html): evaluagent takes Bronze in Contact Center Solution category at the Stevie Awards for Sales & Customer Service  15th March 2024 Middlesbrough, UK – April 15, 2024 – evaluagent, a global leader in contact center quality assurance and performance improvement software, is delighted to reveal its Bronze placement in the Contact Center Solution category at the... (414 words, Apr 15, 2024) - [evaluagent and Assembled team up to streamline automated agent performance improvement - evaluagent](/content/news-press/evaluagent-partners-assembled/index.html): evaluagent and Assembled team up to streamline automated agent performance improvement 11th April 2024 We’re delighted to announce our new partnership with Assembled, a leader in workforce management for Customer Experience (CX) and Business Process Outsourcing (BPO) support teams. By integrating evaluagent’s award-winning QA and performance improvement software with Assembled’s next-generation workforce management capabilities, contact... (224 words, Apr 11, 2024) - [evaluagent ranks in top 50 workplaces in the Flexa100 2024 list   - evaluagent](/content/news-press/evaluagent-top-50-flexible-workplaces/index.html): evaluagent appears 43rd in the index, which spotlights businesses dedicated to promoting flexible working arrangements for their employees.  (249 words, Apr 10, 2024) - [evaluagent recertifies for ISO 27001:2003 with flying colours  - evaluagent](/content/news-press/evaluagent-recertifies-iso27001/index.html): Following a thorough audit, we're delighted to report that no non-conformance was identified, highlighting our dedication to safeguarding sensitive information. (165 words, Apr 4, 2024) - [evaluagent ranked as a leading QA platform, earning 13 G2 badges in latest report - evaluagent](/content/news-press/evaluagent-leading-qa-g2-spring-2024/index.html): evaluagent’s strong performance across various categories highlights our adaptability and versatility in serving the diverse needs of contact centers. (251 words, Apr 2, 2024) - [evaluagent named as a Contact Center Solution finalist - evaluagent](/content/news-press/evaluagent-named-contact-center-solution-finalist-stevie-awards.html): evaluagent has been named a Contact Center Solution finalist in the 18th Annual Stevie® Awards for Sales & Customer Service.   (569 words, Mar 18, 2024) - [evaluagentCX provides all-in-one platform to help brands elevate customer experience - evaluagent](/content/news-press/evaluagentcx-all-in-one-platform-elevate-customer-experience.html): evaluagentCX is the first platform to connect out-of-the-box, customizable and AI-driven insights from customer conversations with automated QA. (578 words, Feb 8, 2024) - [evaluagent ranks #17 on G2’s Best UK Software Companies 2024 list - evaluagent](/content/news-press/evaluagent-best-uk-software-companies-2024/index.html): earning $20m of Series A funding, growing its team, and expanding into the US, evaluagent has been ramping up on its mission to help contact centers improve both their employee and customer experiences.  (327 words, Feb 7, 2024) - [evaluagent recognized as a Leader in Contact Center Quality Assurance](/content/news-press/evaluagent-leader-contact-center-quality-assurance/index.html): We are delighted to have been awarded Leader status in Contact Center Quality Assurance Software by renowned software review platform, G2. (302 words, Dec 20, 2023) - [evaluagent expands management team with strategic hires in Sales, Customer Success and Product Marketing - evaluagent](/content/news-press/evaluagent-expands-management-team-strategic-hires/index.html): We've made several strategic hires, aimed at solidifying our market-leading position and demonstrating our leadership in customer experience. (517 words, Dec 18, 2023) - [evaluagent becomes a Gold Partner of the Get Out of Wrap podcast - evaluagent](/content/news-press/evaluagent-gold-partner-get-out-of-wrap-podcast/index.html): evaluagent is now a Gold Partner of Get out of Wrap, the UK's most popular podcast and LinkedIn Live TV show dedicated to the contact centre industry. (215 words, Dec 13, 2023) - [evaluagent wins Best Quality Assurance Platform 2023 - evaluagent](/content/news-press/evaluagent-wins-best-quality-assurance-platform/index.html): The win reflects the enormous strides we’ve made here at evaluagent this year, having raised $20 million through a successful round of Series A funding alongside accelerated team growth.  (239 words, Oct 30, 2023) - [EvaluAgent Welcomes SaaS Industry Leader Paul Weber to its Board of Directors  - evaluagent](/content/news-press/paul-weber-joins-board-of-directors/index.html): .EvaluAgent Welcomes SaaS Industry Leader Paul Weber to its Board of Directors to reinforce global expansion strategy. (616 words, Sep 26, 2023) - [EvaluAgent Raises $20 Million to Fuel Continued Growth and Global Expansion in Contact Center Quality Assurance & Workforce Engagement - evaluagent](/content/news-press/evaluagent-raises-20-million-to-fuel-continued-growth.html): EvaluAgent Raises $20 Million to Fuel Continued Growth and Global Expansion in Contact Center Quality Assurance & Workforce Engagement. (928 words, Jun 23, 2023) - [EvaluAgent integrates ChatGPT in industry first milestone](/content/news-press/evaluagent-integrates-chatgpt-in-industry-first-milestone.html): EvaluAgent has become the first to integrate Chat GPT into quality assurance call centre software industry wide - introducing SmartScore. (472 words, Mar 27, 2023) - [InVision (injixo) and EvaluAgent Announce Strategic Partnership](/content/news-press/invision-the-company-behind-injixo-and-evaluagent-announce-strategic-partnership-to-streamline-workflows-and-enhance-customer-satisfaction-through-tightly-integrated-wfm-and-qa-in-the-contact-centre.html): InVision (the company behind injixo) and EvaluAgent Announce Strategic Partnership through tightly integrated WFM and QA in contact centres. (481 words, Mar 22, 2023) - [EvaluAgent achieves ISO 27001:2013 accreditation - evaluagent](/content/news-press/evaluagent-achieves-iso-270012013-accreditation/index.html): Discover why EvaluAgent is the number #1 Quality Assurance and Performance Improvement platform for Customer Success and seen as a leader in security. (417 words, Aug 15, 2022) - [EvaluAgent achieves ISO 27001:2013 accreditation - evaluagent](/content/us/news-press/evaluagent-achieves-iso-270012013-accreditation/index.html): Discover why EvaluAgent is the number #1 Quality Assurance and Performance Improvement platform for Customer Success and seen as a leader in security. (408 words, Aug 15, 2022) - [Red Box and EvaluAgent Partnership - EvaluAgent](/content/news-press/red-box-and-evaluagent-partnership/index.html): Red Box, the leading platform for voice capture, and EvaluAgent, the all-in-one quality and performance management platform, have joined forces. (667 words, Jul 11, 2022) - [Red Box and EvaluAgent Partnership - EvaluAgent](/content/us/news-press/red-box-and-evaluagent-partnership/index.html): Red Box, the leading platform for voice capture, and EvaluAgent, the all-in-one quality and performance management platform, have joined forces. (672 words, Jul 11, 2022) - [Conversation Analytics - evaluagent](/content/news-press/evaluagent-launch-conversation-analytics/index.html): Designed and built with customers, this is the first analytics product for the Contact Centre market with real user cases at the heart of its functionality. (574 words, Jun 9, 2022) - [Conversation Analytics - evaluagent](/content/us/news-press/evaluagent-launch-conversation-analytics/index.html): Designed and built with customers, this is the first analytics product for the Contact Centre market with real user cases at the heart of its functionality. (568 words, Jun 9, 2022) - [EvaluAgent Signs Strategic Alliance with Puzzel - EvaluAgent](/content/news-press/evaluagent-and-puzzel-ccaas/index.html): Puzzel opt for EvaluAgent to provide underlying Quality Assurance software as part of their CCAAS suite of Workforce Engagement Management tools (584 words, Oct 26, 2021) - [EvaluAgent Signs Strategic Alliance with Puzzel - EvaluAgent](/content/us/news-press/evaluagent-and-puzzel-ccaas/index.html): Puzzel opt for EvaluAgent to provide underlying Quality Assurance software as part of their CCAAS suite of Workforce Engagement Management tools (586 words, Oct 26, 2021) - [Relaunch of quality assurance platform sees EvaluAgent’s revenue soar - evaluagent](/content/news-press/relaunch-of-quality-assurance-platform-sees-evaluagents-revenue-soar.html): Relaunch of QA platform sees EvaluAgent’s revenue soar. The quality and improvement platform provides customer service teams with tools to engage and motivate. (390 words, Jan 8, 2020) - [Relaunch of quality assurance platform sees EvaluAgent’s revenue soar - evaluagent](/content/us/news-press/relaunch-of-quality-assurance-platform-sees-evaluagents-revenue-soar.html): Relaunch of QA platform sees EvaluAgent’s revenue soar. The quality and improvement platform provides customer service teams with tools to engage and motivate. 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