5 Powerful Benefits of Cloud Contact Center Solutions
The pandemic permanently changed the contact center landscape. Or maybe we should say it sped up an inevitable evolution by five years or so.
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…
How to Implement a Successful Cross-Selling/Upselling Program in Your Contact Center
If your contact center isn’t currently focusing on cross-selling and upselling, you’re missing a great opportunity to strengthen customer relationships and increase revenue.
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…
4 Tips for Managing a Multi-Generational Contact Center
In the next three years, there will be a generational shift in the U.S. workforce. As more Baby Boomers transition to retirement and those in Gen Z kick-off their careers, we’ll start to feel the influence of younger professionals and the dynamics of the American workplace adjust. Just as we tailor our approach to meet…
How Gamification Can Help Call Centers Operate More Efficiently
At Playvox, we believe that gamification is just using data in a useful and smart way to drive people’s behaviors for the better.
Turning Raw Data From Your Contact Center QA Scorecard Metrics Into Gold
Quality assurance and monitoring is a tough, but necessary part of operating contact centers for consistently high customer experience at scale. Quality scorecard monitoring ensures customer service standards are met and exceeded using an adapted set of metrics to measure agents’ performance. But once the data is gathered, what are the next steps? How do…
Playvox named a Leader on the G2 Grid® Report for the Fifth Consecutive Quarter in Contact Center Quality Assurance
At Playvox, we prioritize what matters most to our customers — just like you do in your contact center! From quality management to workforce management, we strive to put not only the best, but also the most efficient and effective product on the market. That’s why our recent G2 rankings are really meaningful: people who…
Why We Use AI in Playvox WFM (and How It Improves Contact Center Metrics)
Making optimal use of your contact center workforce is one of the biggest challenges for any contact center leader. Balancing the needs of your company, your customers, and your agents is a time-consuming, stressful effort — especially if you’re doing it manually.
A High-Performing Contact Center Starts with the Right WFM Tools
Contact center performance management is led by an operations manager who is dedicated to improving the engagement of their agents. It requires a toolkit of quality monitoring, coaching, gamification, and most importantly, a top-tier workforce management system. With the right workforce management tools, you will be equipped to boost your contact center’s success — and…