How Contact Center Agent Burnout Decreases Productivity (And What You Can Do About It)

How Contact Center Agent Burnout Decreases Productivity (And What You Can Do About It)

Agent burnout directly harms the quality of customer service your business provides and significantly hurts your company’s bottom line. It’s hard to ignore the fact that contact centers are plagued with high agent burnout and turnover rates. According to industry studies, average annual turnover ranges between 30-45 percent – with some centers experiencing turnover into…

Why You Need to Measure Customer Experience in Your Contact Center

Why You Need to Measure Customer Experience in Your Contact Center

Delivering exceptional customer experiences is the new competitive advantage. In fact, it’s now the last remaining way to gain a sustainable edge, since traditional sources of differentiation – including price and product – quickly erode with the rapid pace of digital information flow. While it’s hard to argue against the importance of delivering great CX,…

Cloud Contact Center Best Practices You Should Use In 2022

Cloud Contact Center Best Practices You Should Use In 2022

The shift to the cloud only seemed to accelerate when the pandemic sent many workers home in the spring of 2020. And now, with more companies embracing a hybrid work environment, cloud-based solutions no longer seem optional but rather, business critical.  While many in the contact center industry are slow to transition away from on-premise…

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…

5 Shopping Trends and What They Mean to Your Contact Center

5 Shopping Trends and What They Mean to Your Contact Center

News outlets are reporting that this year’s holiday buying season is expected to start earlier than ever. But given the level of uncertainty experienced in the last 18 months – ever-changing pandemic guidance, more workers voluntarily resigning from jobs, many of us still working remotely – what impact will this have on customer behavior and…