6 Signs It’s Time to Replace Spreadsheet Schedules with a Workforce Management Tool

6 Signs It’s Time to Replace Spreadsheet Schedules with a Workforce Management Tool

Let’s face it. Spreadsheets were made to manage numbers, not to manage people. For scheduling and managing the complexities of a high-demand agent workforce, spreadsheets do not cut it. In fact, they can be a detriment to the effective operations of your contact center.

Playvox Recognized by TrustRadius as Call Center Workforce Optimization Software Leader

Playvox Recognized by TrustRadius as Call Center Workforce Optimization Software Leader

After another successful year, Playvox is humbled to have been honored by TrustRadius as the recipient of the 2021 Top Rated Award in the Call Center Workforce Optimization category. With a trScore of 9.1/10 and more than 63 verified ratings and reviews, all of us at Playvox are thankful to be recognized by the TrustRadius…

Going Green: 3 Ways to Incorporate Sustainable Practices Through Your Customer Service Team

Going Green: 3 Ways to Incorporate Sustainable Practices Through Your Customer Service Team

Not too long ago, many people believed that doing good in the world and succeeding in business were contradictory to one another. But now, what were once seen as mutually exclusive goals, are two harmonious pieces of the puzzle working in tandem. 

Your Quick Guide to Selecting the Right Workforce Management Software

Your Quick Guide to Selecting the Right Workforce Management Software

Contact Centers are measured along several dimensions. At the company level, KPIs such as customer satisfaction, Net Promoter Score, and upselling or cross-selling are typical. At the operational level, metrics such as average time in queue, cost per call, and first call resolution rate are often front and center. And at the agent level, handle…