Get Your Call Center Uberfied! Importance of Ratings for Agent Performance

Get Your Call Center Uberfied! Importance of Ratings for Agent Performance

Five months ago, my taxi experience was revolutionized with the Uber app (yes, I was a late bloomer). But more than the timely arrival of my cab, I was really impressed by the ability to click those 5 stars and thank my driver for the bottle of water he offered me. Gamification at its finest:…

Three Highly Effective Strategies to Retain Call Center Employees

Three Highly Effective Strategies to Retain Call Center Employees

As you start a new year, you’re likely evaluating, reflecting, and planning around your call center’s employee performance and quality process. Do you really know how satisfied they are in their jobs, or if they’re doing their jobs as efficiently as possible? How is this ultimately affecting your customer satisfaction results?

What Really Motivates Your Workforce? It’s More than Money

What Really Motivates Your Workforce? It’s More than Money

Being in charge of a call center means you have a great amount of accountability.You must ensure your customers are being treated properly and with respect, while simultaneously ensuring your employees are staying happy and motivated. If employees are dissatisfied with their job, your business could be impacted greatly, especially in the areas of costly…

Workforce Management Giving You a Headache? We’ve Got the Cure

Workforce Management Giving You a Headache? We’ve Got the Cure

  Knowledge is power, as the old saying goes, and that’s certainly true when it comes to workforce management and employee engagement. You probably already use a few tools to manage the human assets in your business; still, you might have questions about how consolidating your workforce management tools can save you a headache —…

Coaching: The Art of Providing Meaningful Feedback to Call Center Agents

Coaching: The Art of Providing Meaningful Feedback to Call Center Agents

No position in your company is quite as important as your call center employees. They have a direct line to customers, sometimes when retention is on the line. The way these employees interact with these customers will help showcase the company in a positive or negative light. The way the company is portrayed depends a…

PlayVox for Zendesk: Motivate with transparent and simple reporting

PlayVox for Zendesk: Motivate with transparent and simple reporting

Motivation and engagement are essential elements in a call center environment, and so are the tools that drive those. Performance transparency across the board gives agents the ability to see their own performance data compared to others, their goals or in a time frame. Information transparency will drive next level service improvements.