A manifesto for implementing Workforce Engagement Management to meet the challenges faced by the 21st-century contact centre.
A round-up of last year’s most compelling contact centre news, views, analyses and influencers
Your guide to overcoming the challenges of the next decade and securing your place among the service elite.
A guide for contact centre professionals who want to harness the power of VoC in order to measure, manage and reward the performance of frontline agents
A guide for contact centre professionals who want to improve performance reporting
Calculate the financial and business benefits to your call centre from having an engaged workforce.
A guide for contact centre professionals who want to empower staff and improve business efficiency through quality monitoring
The EvaluAgent team have spent decades leading customer service teams, and have more than a few of their own valuable stories to share.
A guide for call centre Team Leaders and Managers who want to address attrition and disengagement amongst their teams
A guide for leaders and managers in the contact centre industry who want to create happy and motivated teams
A guide to understanding the importance of reward and recognition in the contact centre, and tips on how to maximise the effectiveness of call centre rewards
Learn more about the generations in your contact centre, what makes them tick as individuals, and exactly how call centre gamification can engage and motivate everyone across the board.
Discover what engagement means, how it affects the overall success of the contact centre, and how to engage and motivate staff effectively.
A guide for leaders and managers in the contact centre industry who want to deliver effective feedback that improves performance.
Discover how NS&I and Atos developed a contact centre culture around engagement and motivation through using EvaluAgent Contact Centre Gamification.
If you’re a Team Leader, this short guide is designed to help you. EvaluAgent has worked closely with the UK’s leading contact centres to identify the most common challenges facing today’s Team Leaders, and how to address them.
Gamification can help boost morale, increase efficiencies and enhance the customer experience. Before you start, you need to make sure the right building blocks are in place.
Six guiding principles that will help you become an expert in mapping the customer journey across all your contact channels so that you can create a truly customer-centric contact centre.
Find out how your industry peers are embracing multichannel strategies and learn how you can transform your contact centre into a customer-centric strategic asset.
How Atos and NS&I transformed the back office, leading to significant efficiency savings, improved agent morale, a more motivated workforce and a better customer experience
Find out how gamification could help boost the morale of your agents, increase the efficiency of your contact centre, and improve the all-round experience of your customers.
Learn how EvaluAgent enabled Atos to delight its clients, deliver outstanding customer service and differentiate its proposition.
Find out how we helped NS&I increase customer satisfaction and reduce average call handling time – all in just three months.