evaluagent on CX Today
38 stories · 0 in 2026 · 0 in the last 90 days · 27 sponsored
CX Today coverage mentioning evaluagent, newest first. Sponsored work is identified clearly on each story.
Top Workforce Engagement Management Software: The Secret to Great EX
Workforce engagement management software has never been a more vital component of enterprise success. In a time of hybrid work, high turnover, rising custome...
Rebekah Carter · 12 min read · 20 Jul 2025
7 Steps Every Contact Center Vendor Should Take to Ensure Responsible AI
Responsible AI champions transparency, ensuring that business leaders understand how the AI they leverage works. Many companies recognize the importance of r...
Charlie Mitchell · 4 min read · 11 Feb 2025
Gartner Coins the Term “Quality Intelligence”, Its Latest Phrase for Contact Center Leaders
For years, contact centers have talked about creating a 360-degree view of the customer. In 2025, it’s still a key industry talking point. Ultimately, that s...
Charlie Mitchell · 4 min read · 29 Jan 2025
Predictive Metrics Will Help Shape the Future Contact Center. Here’s How.
Predictive metrics can forecast the future. Some do this using forecasting models, which trawl through reams of historical data to predict likely outcomes. I...
Charlie Mitchell · 6 min read · 14 Nov 2024
Exploring the Transformative Power a Best-in-Category Tech Stack can have on Customer Support
Watch on YouTube CX Today's Susie Harrison hosts EvaluAgent CCO James Marscheider and Archit Kumar, Partnerships Manager at Assembled . In this episode, we c...
Susie Harrison · 1 min read · 30 Sept 2024
The Contact Center Performance Summit 2024: What Can I Expect?
The Call & Contact Center Expo, the ICMI Contact Center Expo, Customer Contact Week… there are many excellent events for contact center professionals to atte...
Charlie Mitchell · 3 min read · 18 Sept 2024
What Comes After NPS Surveys?
In 2003, the Harvard Business Review published a study by Frederick F. Reichheld entitled: “The one number you need to grow.” That “one number” became known ...
Charlie Mitchell · 5 min read · 24 Jul 2024
evaluagent Unveils Its Predictive NPS Score (Big CX Update 2024)
Watch on YouTube. CX Today's Susie Harrison talks to Ben Cave, Product Director at evaluagent , for the latest in our Big CX Update series. The video forms p...
Susie Harrison · 1 min read · 1 Jul 2024
Big CX Updates 2024: Insights from Leading Customer Experience Innovators
From CCaaS and CRM to conversational AI and analytics, innovation within the customer experience space is surging. Advances in various forms of AI – most not...
Charlie Mitchell · 3 min read · 1 Jul 2024
The Top Ten Contact Center Technologies & Capabilities of 2024 (So Far!)
The contact center technology market is crowded, and providers are pushing the innovation envelope to stand out. By investing in flashy conferences and elabo...
Charlie Mitchell · 7 min read · 13 Jun 2024
Everyone Wants a Piece of the Contact Center QA Market, and That’s Not Good
From AWS to RingCentral, Google to Zoom – every enterprise communications vendor seems to be entering the contact center quality assurance (QA) space. In doi...
Charlie Mitchell · 4 min read · 12 Jun 2024
5 Employee Experience Killers, and What to Do About Them
Most managers know that exceptional employee experience is crucial to running a successful business. Studies consistently show that happy and engaged employe...
Rebekah Carter · 5 min read · 20 May 2024
The Ultimate Agent Engagement Checklist: Are You Running All These Initiatives?
Today’s business leaders know that they need to deliver exceptional customer experiences to survive and thrive in a competitive landscape. However, the only ...
Rebekah Carter · 7 min read · 13 May 2024
Is NPS at Risk? Why It's Time This Beloved Metric Got An Overhaul
Ensuring your company lives up to customer expectations is crucial in today’s world. Customers don’t just want excellent experiences on every channel, they d...
Rebekah Carter · 6 min read · 6 May 2024
It's a Trap! Don't Invest More In Digital Just to Meet Customer Demand
Watch on YouTube. CX Today's Charlie Mitchell hosts James Marscheider, Chief Commercial Officer at evaluagent . We reflect on the common thought among contac...
Charlie Mitchell · 1 min read · 1 May 2024
8 Conversational Analytics Use Cases You Didn't Know Were Possible
Contact centers are dependent on access to the right data, to ensure they can consistently deliver incredible experiences to customers. Now more than ever, a...
Rebekah Carter · 5 min read · 29 Apr 2024
The Net Promoter Score 2.0? evaluagent Releases an Expected NPS Score
evaluagent has added an Expected Net Promoter Score (xNPS) feature to its evaluagentCX platform. The feature uses generative AI (GenAI) to predict the likeli...
Charlie Mitchell · 3 min read · 24 Apr 2024
evaluagent Launches a New Platform for More Prescriptive Contact Center Quality Assurance
Customer experience measurement is becoming increasingly prescriptive and descriptive. Last year, Salesforce released its Customer Success Score , and Genesy...
James Stephen · 2 min read · 9 Feb 2024
The Phone Remains the Customer’s Go-To Channel, Even as Voice Experiences Falter
Analysts and commentators have been predicting the death of the voice channel since Nirvana and Tupac were topping the charts, and a Tamagotchi was the must-...
Rhys Fisher · 4 min read · 4 Jan 2024
AI Will Change Contact Centers: New Research Reveals How
Watch on YouTube. CX Today's Charlie Mitchell hosts Matthew Jones, Product Manager at EvaluAgent . We reflect on new research conducted by contact center ana...
Charlie Mitchell · 1 min read · 27 Nov 2023
Demonstrate Value and Keep Winning Customers
The acceleration of digital transformation, evolving customer expectations, and changing work environments has placed significant pressure on contact center ...
Rebekah Carter · 5 min read · 12 Oct 2023
The Contact Center Must Keep Up with Digital Transformation
The term “digital transformation” has grown increasingly commonplace in recent years. The evolution of new technologies and tools has pushed everyone into a ...
Rebekah Carter · 5 min read · 9 Oct 2023
How to Drive More Value from Customer Conversation Transcripts
Today’s companies are competing primarily on the basis of customer experience. The better businesses can serve and support their customers, the more likely t...
Rebekah Carter · 5 min read · 5 Oct 2023
CCaaS Providers Are Sidelining Survey Tools
The importance of the “Voice of the Customer” isn’t an entirely new concept. Although the value of customer experience has increased in recent years, and bus...
Rebekah Carter · 5 min read · 2 Oct 2023
The Agent Engagement Summit: A Contact Center Event That Puts People First
Contact center events often swirl into a pool of sameness. The AI hyperbole, the humdrum of cloud benefits, and the hoopla of ambitious CX theory make critic...
Charlie Mitchell · 3 min read · 8 Sept 2023
Contact Center Gamification Ideas, Strategies, & Rewards
Contact center gamification done well lifts agent engagement, customer outcomes, and – ultimately – business results. Even the simplest of gamification initi...
Charlie Mitchell · 5 min read · 16 Aug 2023
Big CX Update: EvaluAgent
Watch on YouTube. CX Today's Charlie Mitchell hosts Garth Hinkel, Chief Technical and Product Officer at EvaluAgent for the latest in our Big CX Update serie...
Charlie Mitchell · 1 min read · 10 Jul 2023
Five of the Most Surprising Contact Center Statistics from EvaluAgent's Latest Research
Many contact centers currently face a deluge of manual processes, overwhelming contact volumes, and increasing customer demands. In this environment, keeping...
Charlie Mitchell · 5 min read · 14 Apr 2023
How Quality Assurance and Workforce Management Can Combine to Create Customer Service Magic
More customer experience vendors are joining forces, sharing data, and innovating together to solve problems for their customers. The new partnership between...
Charlie Mitchell · 5 min read · 5 Apr 2023
The Top CX Compliance Vendors for 2023
Compliance has always been a critical concern for brands serving customers in a variety of industries and landscapes. As companies continue to collect huge a...
Rebekah Carter · 12 min read · 20 Mar 2023
The Top Workforce Optimization Platform Vendors for 2023
The world of work has changed drastically in recent years. Since the pandemic, concepts like remote and hybrid work have become commonplace, and companies ha...
Rebekah Carter · 11 min read · 15 Mar 2023
Automate Quality Assurance In Seven Steps
For decades, contact centres have engaged in quality assurance to unearth customer service issues, motivate agents, and ensure compliance. Yet, the QA strate...
Charlie Mitchell · 6 min read · 31 Jan 2023
Solving the Problems of Quality Assurance
First, there was The Great Resignation. Then, The Great Exhaustion. Don’t discount these as one-off trends. Instead, they are largely the results of a weary ...
Charlie Mitchell · 4 min read · 24 Jan 2023
Contact Centre Technology Buying Decisions: What Has Changed?
While contact centres started transitioning to CCaaS more than a decade ago, it wasn't until the pandemic that many waved goodbye to on-premise solutions and...
Charlie Mitchell · 4 min read · 8 Nov 2022
EvaluAgent Is Now Available on Red Box
Contact center quality assurance platform EvaluAgent has announced its solutions are now available on Red Box, which provides voice recording services for co...
Zac Wang · 1 min read · 5 Sept 2022
EvaluAgent Enters the Conversational Analytics Space
EvaluAgent has launched a conversational analytics solution, which sits inside its highly-regarded quality management platform. Powered by speech recognition...
Charlie Mitchell · 2 min read · 10 Jun 2022
How Quality Assurance Teams Are Increasing Their Value In the Contact Centre
“Quality assurance helps us ensure compliance.” Such is the view of many contact centre leaders. While this is true, it is only one benefit. Contact centres ...
Charlie Mitchell · 5 min read · 26 May 2022
7 Leading Quality Management Software Providers
Quality management software tracks the performance of contact center agents, provides helpful insights, and drives operational efficiency. Managers can also ...
CX Today Team · 5 min read · 27 Apr 2022