ByKarina Howell
Posted on
Delivering exceptional customer experiences is the new competitive advantage. In fact, it’s now the last remaining way to gain a sustainable edge, since traditional sources of differentiation – including price and product – quickly erode with the rapid pace of digital information flow. While it’s hard to argue against the importance of delivering great CX,…
ByJennifer Waite
Posted on
The shift to the cloud only seemed to accelerate when the pandemic sent many workers home in the spring of 2020. And now, with more companies embracing a hybrid work environment, cloud-based solutions no longer seem optional but rather, business critical. While many in the contact center industry are slow to transition away from on-premise…
ByPlayvox Team
Posted on
If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. The conversation identified several contact center trends that, if addressed…
ByKristyn Emenecker
Posted on
Across business functions, the contact center has undergone more dramatic change than most during the past two years. Customers have flocked to service and support channels for all sorts of reasons, and the pandemic has only exacerbated fluctuations in volume, the need for accurate forecasting, and the competition for highly qualified agents. The macrotrends of…
ByPlayvox Team
Posted on
Employees today have more choices and flexibility about where and when they do their jobs. While working from anywhere has its advantages, it also means leaders have the extra challenge of managing contact center agents in multiple locations. Working differently means that leaders must also think expansively about the agent experience and how to keep…
ByNikki Quinn
Posted on
Is gamification the right choice for your contact center? Are your employees excited to come to work each and every morning? Or are they disengaged, disinterested, and lack motivation or drive? Employee engagement is one of the most challenging aspects to master in the contact center. That’s why many organizations are putting increased emphasis on…
ByCarver Matheidas
Posted on
Workforce management has a lot in common with team sports. They both carry a sense of purpose, a goal the team can orient its actions around. They both come with coaches, leaders who motivate the team to do their best work. And they both benefit from smart huddles, where planning, communication, and expectations converge. As…
ByPlayvox Team
Posted on
At Playvox, customers are at the center of all we do. We know how important it is that our customers delight their customers with every interaction in contact centers around the world. That’s why we work to build the best workforce engagement management (WEM) software on the market. From quality management to workforce management, we…
ByPlayvox Team
Posted on
Millennials are one of the most discussed, most researched, and often most maligned generations in history. But today they also make up 35% of the American workforce, and it’s important for contact center leaders to understand who they are, what they want, and how best to manage them. Millennials were born between 1981 and 1996,…
ByPlayvox Team
Posted on
The pandemic permanently changed the contact center landscape. Or maybe we should say it sped up an inevitable evolution by five years or so.