The rise of the call centre super-agents

Jaime Scott | September 5, 2016

Can your agents can minimise costly repeat contacts, reduce damaging customer churn, and focus on providing an emotionally rich customer experience?

Which style of call centre manager are you?

Jaime Scott | August 30, 2016

As a call centre manager, it's natural to want to understand how you can be at the top of your game. Whether you want that promotion, or just want to be recognised as being great at what you do, a lot of the time it takes developing and honing a management style that works for you.

What does the call centre of the near-future look like?

Jaime Scott | August 22, 2016

When it comes to digital transformation, the call centre has already come a long way, but is a shiny self-service portal enough to meet customer’s growing needs?

White Papers & Guides

The Team Leader’s Guide to Motivating Disengaged Agents

A guide for call centre Team Leaders and Managers who want to address attrition and disengagement amongst their teams

Download

More Useful Guides and Resources

Demotivated millennials are killing call centre productivity

Jaime Scott | August 16, 2016

Improving call centre productivity has always been a common challenge, but a recent influx of ‘the millennial generation’ into the workplace means managers need to find out exactly what this means for staff motivation.

call center management
Key Performance Indicators

Do call center management and agents speak the same language?

Jaime Scott | August 8, 2016

Communication is one of the factors of call center management that has the greatest impact on an agent’s performance. Can your team leaders have conversations with agents that really drive home the aspects about their performance and behaviour that require improvement?

call centre spreadsheets confusion
Key Performance Indicators

Are call centre spreadsheets giving team leaders a headache?

Jaime Scott | July 31, 2016

A vast spreadsheet packed full of perplexing data ins't always helpful. Team leaders need to be able to focus on what really matters at a single glance, using relevant data presented in an insightful and engaging way.

Are call centre surveys most effective when agent offered or automated?

Jaime Scott | July 29, 2016

What are the pros and cons of agent offered surveys? One of the biggest fears of getting the agent involved when offering surveys is what’s known as ‘cherry picking’. In reality, it's not as big a a problem as people tend to believe.

call center metrics
Key Performance Indicators

What story do call center metrics tell about your business?

Jaime Scott | July 26, 2016

Call centres today handle literally millions of calls. Now add the rise of multichannel capabilities and the huge upsurge in digital technologies and it’s no wonder that businesses of all sizes are now producing data by the terabyte. But what can all this data tell us about the call centre?

Agent unhappiness costs call centres £2.3 billion a year

Ali Zaman | July 19, 2016

Almost everyone has had a poor or experience with a call centre at some point. Many of the UK's biggest brands struggle with providing a great and consistent standard of customer service, which isn’t surprising when we remind ourselves that call centre staff are typically faced with low pay, high stress, and little job satisfaction.

Lord Heseltine and EvaluAgent: sharing the same vision for the Tees Valley

Jaime Scott | July 18, 2016

Ever since EvaluAgent was founded, our mission has been to challenge the status quo by delivering innovative solutions to one of the North’s biggest employers; the region’s numerous contact centres.

Agent Empowerment

5 proven ways to reduce call centre employee turnover

Jaime Scott | July 12, 2016

High turnover in the call centre is a complex issue, but there’s little doubt that ignoring the well-being of employees leads directly to disengagement and consequently agents walking out the door.

Does your call centre performance data leave your agents dazed and confused?

Jaime Scott | July 4, 2016

Metrics usually exist to help management get a clear view into the performance of their agents, but when the same metrics are then used to improve agent performance, are they fit for purpose?

Call centre culture: do you walk the walk or simply talk the talk?

Jaime Scott | June 27, 2016

Developing a winning call centre culture is no easy task. But if successfully created and implemented, the right culture can have a powerful impact on performance.

contact centre customer survey

5 things customers hate about your contact centre surveys

Jaime Scott | June 20, 2016

As customers, we find ourselves frequently inundated with requests to provide every week. But sometimes we can't help but become frustrated with poorly designed surveys from brands who should know better.

EvaluAgent

How much are disengaged call centre staff costing you?

Jaime Scott | June 13, 2016

Check out our Call Centre Return on Engagement Calculator, a simple tool that helps you find out exactly how much disengagement could be costing you. 

Customer Experience

The worst six words in the call centre: ‘We’ve always done it this way.’

Jaime Scott | June 7, 2016

Your customers are changing, why aren't you? One of the biggest barriers to call centre innovation is the infamous phrase: ‘We’ve always done it this way.'

Agent Empowerment

How agent empowerment made Orange the most successful mobile brand of all time

Andy Smith | May 31, 2016

Genuine empowerment creates increasingly productive, efficient and happy employees who are equipped to deliver great customer experiences. In many cases, customer service agent empowerment can create customer experiences so great they elevate the brand to a status nothing short of legendary.

Customer Experience

The Telstra CEO has got it wrong about the future of customer experience

Jaime Scott | May 23, 2016

Telstra CEO Andrew Penn believes the use of artificial intelligence and machine learning are leading the way in customer experience innovation. This is why he's wrong.

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