Playvox Leads G2 Grid Report for Contact Center QA for the Seventh Straight Quarter

Playvox Leads G2 Grid Report for Contact Center QA for the Seventh Straight Quarter

It probably comes as no surprise that customers are at the center of all we do at Playvox. We love when our customers have the systems, processes, and tools they need to delight their customers. Every interaction our workforce engagement management (WEM) software enables helps agents love their job and encourages customers to love their…

ContactBabel Report: The 2022 U.S. Contact Center Decision-Makers’ Guide

ContactBabel Report: The 2022 U.S. Contact Center Decision-Makers’ Guide

As contact centers around the world grapple with the realities of hybrid work, the Great Resignation, heightened customer expectations, and supply chain woes, many are turning to industry research and data that can provide guidance, perspective, and clarity to help them maintain and grow their CSAT and NPS scores.  Enter ContactBabel.  As a leading analyst…

Is Your Organization Ready for the Top Contact Center Trends of 2022?

Is Your Organization Ready for the Top Contact Center Trends of 2022?

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. The conversation identified several contact center trends that, if addressed…

How to Enhance the Agent Experience for Your Hybrid Contact Center Team

How to Enhance the Agent Experience for Your Hybrid Contact Center Team

Employees today have more choices and flexibility about where and when they do their jobs. While working from anywhere has its advantages, it also means leaders have the extra challenge of managing contact center agents in multiple locations.  Working differently means that leaders must also think expansively about the agent experience and how to keep…

Playvox named a Leader on the G2 Grid® Report for Sixth Consecutive Quarter in Contact Center Quality Assurance

Playvox named a Leader on the G2 Grid® Report for Sixth Consecutive Quarter in Contact Center Quality Assurance

At Playvox, customers are at the center of all we do. We know how important it is that our customers delight their customers with every interaction in contact centers around the world. That’s why we work to build the best workforce engagement management (WEM) software on the market. From quality management to workforce management, we…

Your Can’t-Miss Guide to Managing Millennials in the Workplace

Your Can’t-Miss Guide to Managing Millennials in the Workplace

Millennials are one of the most discussed, most researched, and often most maligned generations in history. But today they also make up 35% of the American workforce, and it’s important for contact center leaders to understand who they are, what they want, and how best to manage them.  Millennials were born between 1981 and 1996,…

Why Sweaty Betty Doesn’t Sweat Quality Management

Why Sweaty Betty Doesn’t Sweat Quality Management

Born and bred in the heart of London, Sweaty Betty, the women’s activewear company, was forced to navigate COVID-19 restrictions on three different continents. Having expanded beyond the UK to New York and Hong Kong, the company had to quickly pivot with pandemic lockdowns in place from brick-and-mortar retail to mostly e-commerce. The company’s contact…

7 Proven Ways to Manage Contact Center Agent Staffing Shortages

7 Proven Ways to Manage Contact Center Agent Staffing Shortages

If you’re a contact center professional, you’re probably feeling the pain of agent staffing shortages. Due to the pandemic, we’re experiencing an unusual dynamic in the labor market right now. The U.S. unemployment rate was 5.4% in July 2021, higher than pre-pandemic levels, yet the news is full of stories about businesses of all sizes…