4 Tips for Managing a Multi-Generational Contact Center

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…

Turning Raw Data From Your Contact Center QA Scorecard Metrics Into Gold

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…

Spreadsheets are to Workforce Management as Dial-Up is to the Internet

Spreadsheets are to Workforce Management as Dial-Up is to the Internet

Spreadsheets are a useful way to get your contact center organized and off the ground but can quickly become a bottleneck to growth and efficient communication. Your resource planning and quality teams can become bogged down with duplicate sheets, unnecessarily manual processes, and even end up being over-staffed in your contact center. COVID-19 and the…

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

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…

Prediction: 7 Customer Service Channels We Will Use in the Future

Prediction: 7 Customer Service Channels We Will Use in the Future

Focused on serving the needs of customers, helping them solve problems, teaching them how to use products, and answering their questions, customer service agents are central to business growth and effective operations. The most important factor to consider when communicating with customers is to deliver personalized and contextual interactions. Businesses need to be proactive rather…

Playvox Workforce Engagement Management Now Available for Dialpad

Playvox Workforce Engagement Management Now Available for Dialpad

As in-person interactions with customers have largely been suspended during the pandemic, customer experience centers have evolved from simply offering reactive support to providing proactive customer engagement. More than just a cost center, modern customer experience organizations are now responsible for support, as well as customer acquisition, retention, cross-selling, and upselling. In a digital-first world,…

Work-Life Balance for the At-Home Agent: 7 Ways to Encourage Healthier Habits in a Post-Pandemic Workplace

Work-Life Balance for the At-Home Agent: 7 Ways to Encourage Healthier Habits in a Post-Pandemic Workplace

Like most of you, I’ll never forget where I was the night the world shut down. I was performing at a jazz club and one of my students, Tommy, came to my show. It was my first semester teaching music as an adjunct professor at Purdue University Fort Wayne, and I was thrilled to be…

Agent Engagement: Why it Matters and 6 Ways to Nurture it

Agent Engagement: Why it Matters and 6 Ways to Nurture it

In a world where customer experience is a key to business success, contact center agents play an important role as brand ambassadors of your organization. By the time a customer reaches an agent, they’ve likely tried all self-service options and want someone who can talk with them, understand their problem, and quickly resolve it.