ByDonna Lightfoot
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As a call center manager, you face one of the most challenging jobs. How do you motivate your team despite heavy call volume, disgruntled customers, and extreme pressure to deliver good customer service? By implementing these call center contest ideas, you can provide your contact center agents with direct incentives to perform at their best….
ByPlayvox Team
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Nearly 75 percent of consumers expect a personalized customer journey when interacting with companies, and even more get frustrated when they don’t receive it. From the ads in our Instagram feed to our Amazon product recommendations, personalization is everywhere—including today’s contact center. Approximately 70 percent of customers say that having an agent who knows who…
ByOlga Medina
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Focuses on the critical role of internal communications in delivering superior customer service. It discusses tools and strategies that can enhance collaboration and information sharing among team members.
ByPlayvox Team
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Working in the contact center space, you likely hear multichannel vs omnichannel thrown around a lot. Though there are similarities between the two—they both obviously have to do with the channels you use to engage with your customers—they are distinct. Most industry leaders agree that multichannel is becoming obsolete and that omnichannel is the future….
ByDonna Lightfoot
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In recent years, the contact center industry has undergone a significant transformation, with remote work becoming increasingly prevalent. A recent Gallup survey found that 8 in 10 people are currently working remotely or in hybrid environments. While this shift offers numerous benefits, including greater flexibility and access to a wider talent pool, it also presents…
BySantiago Espinosa
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In today’s fast-paced contact centers, empowering agents is crucial for delivering exceptional customer service. Effective coaching techniques can transform your call center into an engagement hub. This article will explore how to empower call center agents, focusing on practical tips that leaders can implement to enhance performance and reduce turnover. Let’s dive into the essential…
ByPlayvox Team
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Customer service technology that delivers measurable, positive results starts with people—not technology. According to Gartner research published in the Harvard Business Review, optimizing customer experience (CX) is not about shiny, over-the-top digital capabilities or automation alone. For customer service technology to truly move the needle, it must bridge technology and human-to-human connections—connections that begin and…
ByMaria Lucia Mora
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Are you willing to give your contact center agents a daily reminder to join a meditation class? Will you provide your on-site team time to join a yoga room? Is your company ready to take employee experience to the next level? If you answered yes to all these questions, your contact center might be ready…
ByMaria Lucia Mora
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What songs would you include if you had the chance to create the soundtrack of your workforce engagement management (WEM) experience? We surveyed our Playvox experts, and our soundtrack will be a crossover party playing all the musical fields, from classical jazz to rock. Discover how your workforce engagement management band can perform better with…
ByPlayvox Team
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To say that today’s world is “fast-paced” would be an understatement. Whether they’re accessing instant streaming content, same-day delivery, or real-time social media updates, consumers these days expect immediate gratification. The same thing can be said about timely customer service. Speedy customer support is no longer nice to have — it’s table stakes. In this…
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