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Andy Smith

Andy Smith
Andy Smith is Head of Customer Insight at EvaluAgent. At it's core, EvaluAgent is a modular cloud-based software platform designed to enhance employee and business performance for multi-channel contact centres. Wrapped around that core is a refreshingly responsive and highly flexible professional services capability.The software & professional service modules include; Quality Monitoring; Customer Surveys; FCR Measurement & Analysis; Coaching & Feedback; Performance Management; and, Gamified Recognition & Reward.

How to become an expert in mapping the customer journey

Mapping the customer journey is becoming a key focus for many businesses in 2015. In the contact centre, many organisations are looking to move...

Voice of the Customer Programme: Listening or Lip service?

The directive comes from the top. Your CEO wants to invest in a Voice of the Customer programme. You are given...

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