ByDonna Lightfoot
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There are so many articles that ask and address “What is WFM?” Many people can explain it, but it is usually in some Workforce Management (WFM) lingo which non-WFM people have a difficult time understanding. While there may be some confusion about WFM, as someone who has lived in this world for years, WFM is…
ByPlayvox Team
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In spring 2021, roughly one year into the COVID-19 pandemic, an unprecedented change occurred in the workplace. There was a mass exodus. Quit rates skyrocketed as workers gave notice and set out to find greater satisfaction in their livelihoods, pursue higher wages, and discover their true professional purpose. In April 2021, a record 4 million…
ByLeslie O'Flahavan
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Email is not the shiny new channel in the contact center. Customers have been using email for years, they continue to use it, and they like email. Over the years, however, their expectations about first response time definitely have changed. There’s no question they expect a faster response than they did back in the day….
ByTadas Labudis
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Companies talk to customers every day via a wide range of channels from customer support, sales, and research interviews to surveys, reviews, and social media. All these interactions leave trails of valuable information — which you can mine for important customer insights. To understand underlying themes around customer needs and wants, it’s time to start…
ByPlayvox Team
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A contact center is a perfect place for a multigenerational team. There’s so much to do and so many types of customers to work with — not to mention so many channels to manage — that having a team of agents with different strengths will invigorate your customer experience. Tapping into the capabilities of your…
ByVanessa Gates
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Masters of Support is the new customer service podcast that provides expert insights into addressing the biggest CX challenges and opportunities of our time
ByKristyn Emenecker
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It’s July, which means it’s half time of 2022. With two quarters down and two quarters to go, I think it’s safe to say that at some point this year, we’ve all felt uncertain about something, given the many challenges this past year has provided. At the start of the year, most contact center leaders…
ByMeg Monk
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Contact center agent attrition can be as high as 38% — and it’s not hard to understand why. An agent’s work is frequently monotonous, stressful — thanks to angry customers taking out their frustrations on agents — and overwhelming with too many interactions to handle. It can be a thankless, unappealing job, pushing employees to…
ByLeslie O'Flahavan
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If your contact center agents lack writing skills, you need to learn the practical, proven coaching strategies that will help them improve.
ByRohit Rakkar
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There’s a lot riding on your contact center schedule. Does it have enough coverage for each channel? Does it meet your agents’ needs? Does it have the right tasks at the right times? Will customers get service in the time they expect? Even when you get it all set, making sure agents stick to your…