evaluagent®

With evaluagent, you don't just get a platform to run with. We understand your mission, and make sure you're getting the very best out of the platform to help you achieve your goals. You'll get full support from our Delivery and CSM teams, ensuring you're not just 'doing QA', but having a tangible impact on customer and business outcomes. Thanks Lisa Beeching for the great feedback 🙌

There's an important question Quality teams have been asking for years: ❓ ‘Great call, but… was that the right answer they just gave the customer?’ It sounds like a basic thing to measure, but it's been a tough nut to crack when it comes to automating. Until now. Discover how Context Engine finally marries your AutoQA with your policies and procedures in our latest newsletter ⬇️

Most AutoQA tools can tell you whether an agent answered a question. But did they give the right answer? That's the gap we've just closed. 🎯 Introducing Context Engine: now, you can bring your knowledge base articles directly into the AutoQA process. So you're not just scoring behaviour, you're scoring accuracy against your own documented standards. We sat down with the team at Call Centre Helper to talk through what this means in practice - check out the clip below with our Head of Product Matt Jones. Want to learn more? Join us on 6th May for a live demo where we deep-dive into how connecting your knowledge base to QA can add more value to your operation 🚀 Register now: https://lnkd.in/esqEbpkc

“I can’t remember a time in my lifetime where contact centre professionals have had more leverage over the wider business than they do right now.” -- Xander Freeman With the advent - and development - of AutoQA, the value QA professionals bring to businesses is vast. They're coaches, storytellers, analysts, change-makers. The leverage Xander mentions is real, but only if QA teams know how to use it and position it to different stakeholders internally. We share more in our latest newsletter ⬇️

When you're analysing thousands of conversations every day, you need more than data. You need direction. 🧭 PrizePicks uses evaluagent to identify knowledge gaps, improve agent performance, and surface insights that have a genuine impact on product decisions. Want to do the same? Learn more at https://lnkd.in/ezwfVYvv

Your QA scores look good. But do they tell you if the agent gave the right answer? That's the gap most quality programmes still can't close, and it matters more than most teams realise. In our latest newsletter, we explore why answer accuracy has been so hard to measure at scale, what's changing, and why it's the question that should be at the top of every quality leader's agenda ⬇️

Picture a call that scores 94%. ✅ It was polite, structured, empathetic. Every box ticked. The customer hangs up with the wrong information. ❌ It's one of the biggest blind spots in contact centre QA and most tools aren't built to catch it. They measure how a conversation went, not whether the answer was right. We're changing that. More soon... 🔍

When your QA data lives in one place (and you can actually export and share it without going through layers of BI and dev work!) quality stops being a blocker and starts being a business asset. It's just one of many features that help not only elevate the role of QA in your operation, but actually drive decision-making. ⭐ Rated 4.5/5 stars on G2 👉 Read more customer reviews: https://lnkd.in/eqJPwRek

We've seen it before. Contact centre QA teams implement AutoQA, scores start coming in, dashboards look great, and then... not much changes. The teams getting real value from AutoQA are the ones who went in knowing what they'd do with the capacity it freed up. Which conversations to have, which problems to solve, which metrics to connect quality data to. As Xander Freeman of Call Centre Helper put it on our webinar yesterday: "I can't remember a time in my lifetime where contact centre professionals have had more leverage over the wider business than they do right now." Our latest newsletter goes into more depth - covering the planning gap, the ROI conversation, and why starting small is fine as long as you don't stay there. Have a read ⬇️