Over the past several years, Playvox has grown rapidly. In that time, we have serviced hundreds of companies encompassing dozens of industries around the globe, emerging as the leader in digital-first call center quality assurance.
Are your call center agents fully prepared and offering the best possible care for your customers? You have likely heard about or even experienced frustrated customers venting on social media and other channels after not getting the support they needed.
The foundation of a successful business relies on its customers. Simply coasting through without hearing feedback from them will most likely lead to misfortunes financially. Any business that suffers in that regard probably won’t be around for too long.
Measuring empathy in customer service is like a construction project. But have no fear, you don’t need a permit.
Words are important. Keywords and phrases are how we show that we are listening and that we want to help, especially those rooted in empathy.
It’s only natural for humans to want to feel understood and heard, especially with the chaos and anxiety permeating the atmosphere these days. In order to successfully validate a customer’s wants and needs, empathy is a must.
COVID-19 has presented many challenges for the customer service and customer experience industries. Beyond shifting business operations, work environments, and priorities for the rest of the year, it’s no secret the current global pandemic has been the death of almost all in-person gatherings. But does this mean the end of all CS and CX events?…
Customer experience is more than a trendy buzzword these days – it’s a customer service necessity.
A live chat system gives customers direct access to help and service, wherever they are. Another bonus: Customers can multitask while waiting for an agent’s response. The same can be said for live chat agents, who can search and gather supporting information during a responsive live chat session with a customer without having to put…
As a BPO, your primary challenges likely include customer satisfaction, quality of service and cost containment, especially during these trying times. It’s no surprise that an increasing number of companies are turning to BPOs to accelerate or even support work from home environments. As a result, BPOs are seeing a spike in the demand for…