Resources

Learn to how to create a motivated and engaged workforce with these useful guides and resources

White Papers & Guides

CX and the Fourth Industrial Revolution

A manifesto for implementing Workforce Engagement Management to meet the challenges faced by the 21st-century contact centre.

White Papers & Guides

12 must reads to ensure a successful CX strategy in 2017

A round-up of last year’s most compelling contact centre news, views, analyses and influencers

White Papers & Guides

A survival handbook for the 21st-century contact centre

Your guide to overcoming the challenges of the next decade and securing your place among the service elite.

White Papers & Guides

The essential guide to using VoC to improve agent performance

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

The guide to spreadsheet-free call centre performance reporting

A guide for contact centre professionals who want to improve performance reporting

White Papers & Guides

Return on Engagement Calculator

Calculate the financial and business benefits to your call centre from having an engaged workforce.

White Papers & Guides

The Essential Guide to Call Centre Quality Monitoring

A guide for contact centre professionals who want to empower staff and improve business efficiency through quality monitoring

White Papers & Guides

Stories from customer support

The EvaluAgent team have spent decades leading customer service teams, and have more than a few of their own valuable stories to share.

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

White Papers & Guides

The Manager’s Handbook to Agent Happiness

A guide for leaders and managers in the contact centre industry who want to create happy and motivated teams

White Papers & Guides

The Most Overlooked Ways to Reward Contact Centre Staff

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

White Papers & Guides

The Generation Game

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.

White Papers & Guides

The Six Golden Rules of Agent Engagement

Discover what engagement means, how it affects the overall success of the contact centre, and how to engage and motivate staff effectively.

White Papers & Guides

Agent Feedback Guide

A guide for leaders and managers in the contact centre industry who want to deliver effective feedback that improves performance.

Case Studies

Contact Centre Gamification Case Study

Discover how NS&I and Atos developed a contact centre culture around engagement and motivation through using EvaluAgent Contact Centre Gamification.

White Papers & Guides

The Essential Team Leader Playbook

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.

White Papers & Guides

10 Critical Rules of Contact Centre Gamification

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.

White Papers & Guides

Customer Journey Mapping

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.

White Papers & Guides

Multichannel Maze Report

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.

Case Studies

The customer-focused back office case study

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

White Papers & Guides

Contact Centre Gamification White Paper

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.

Case Studies

Atos Case Study

Learn how EvaluAgent enabled Atos to delight its clients, deliver outstanding customer service and differentiate its proposition.

Case Studies

NS&I Case Study

Find out how we helped NS&I increase customer satisfaction and reduce average call handling time – all in just three months.

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