The ultimate guide to call centre quality assurance.

Reg Dutton | July 20, 2017

By the time you have read this guide, you will have at your fingertips all the information you need to create a quality monitoring process that drives continual improvement in customer experience and your call centre.

Is the contact centre sector heading toward another costly mistake?

Jaime Scott | June 13, 2017

Much of the current obsession with AI and automation is merely a cost-cutting exercise in disguise.

Will the rise of the machines lead to the downfall of your BPO?

Jonny Bradshaw | June 2, 2017

Focus too heavily on digital CX and you could end up terminating key client relationships.

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.

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More Useful Guides and Resources
Move away from spreadsheets

How spreadsheets not only undermine your organisation’s quality process but can damage your own career prospects.

Jonny Bradshaw | May 10, 2017

Lead your organisation’s quality monitoring process out of the dark ages and shine the spotlight on your initiative and vision.

EvaluAgent | What is Workforce Engagement Management?

Michelle Dinsmore | March 31, 2017

To help you navigate the ins and outs of Workforce Engagement Management, we have compiled the 2017 beginner's guide.

Introducing the groundbreaking EvaluAgent WEM platform: the vision is now a reality.

Jaime Scott | March 2, 2017

If you only read one CX blog this year, we advise reading this one.

financial contact centre survey FCA compliance

Failure to implement a comprehensive customer survey programme could cost you more than your job

Jonny Bradshaw | February 14, 2017

Do you realise that you could be held personally responsible and fined for failing to listen to your customers?

workforce engagement management

It’s time to stop treating people like machines

Jonny Bradshaw | January 30, 2017

"While technology takes over the more simplistic, mundane tasks, it will leave human agents to deal with the more demanding enquiries."

improve call centre agent performance

How Elon Musk proved that delivering a first-rate customer service isn’t rocket science

Jonny Bradshaw | January 23, 2017

From complaint to a working resolution in just 6 days. It isn’t simply customer service management best practice; Tesla has demonstrated a fundamental shift in the way a complaint should be received, interpreted and acted upon.

call centre quality management

Silos: the hidden killer of good customer experience

Jonny Bradshaw | January 16, 2017

“The customer experience is the new battleground!” Forbes’ celebrated rallying cry shows no signs of abating.

Are you ready for Generation Z?

Jonny Bradshaw | January 7, 2017

A new year is upon us and with it the perennial problem of how to improve call centre agent motivation.

If I offered you £50, how much faster would you take in this blog?

Jonny Bradshaw | December 24, 2016

If you want people to perform better, you reward them, right? Wrong.

How much abuse do your agents have to suffer?

Jonny Bradshaw | December 17, 2016

“Then he shouted ‘you f***ing P**i b***h!’. I was shocked and said ‘pardon?’ Then he shouted it again. I said ‘I could report you for that sort of language’ but he carried on yelling and screaming so…

Customer Surveys

On a scale of 1 to 10, how effective are your surveys?

Jaime Scott | December 10, 2016

These days it seems that you can’t even buy a cup of coffee without a company asking you to complete a survey.

call centre homeworker workforce engagement

How to make homeworkers feel at home with the brand

Chris Keelan | December 2, 2016

Employing homeworkers certainly has its advantages. The most obvious being the ability to cut overheads and ironically reduce the number of call centre sick days.

workforce optimisation software
Gamification

Targets are good to know, advice on how to achieve them is priceless

Michelle Dinsmore | November 23, 2016

Over the last decade, the drive to ever increasing productivity has resulted in Workforce Optimisation becoming the mantra for thousands of contact centres across the world.

contact center quality management

To debate or not to debate, that is the question

Jaime Scott | November 18, 2016

Last week, I wrote a blog in response to an article in the The Guardian about the opening of a new contact centre in Salford staffed entirely by resting actors.

improve call centre customer service
Gamification

Are your agents about to sue you for mental abuse?

Jonny Bradshaw | November 11, 2016

What can be done to improve call centre absenteeism? This is the burning question that call centre management raises at every available opportunity.

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