5 Powerful Benefits of Cloud Contact Center Solutions
The pandemic permanently changed the contact center landscape. Or maybe we should say it sped up an inevitable evolution by five years or so.
Why Sweaty Betty Doesn’t Sweat Quality Management
Born and bred in the heart of London, Sweaty Betty, the women’s activewear company, was forced to navigate COVID-19 restrictions on three different continents. Having expanded beyond the UK to New York and Hong Kong, the company had to quickly pivot with pandemic lockdowns in place from brick-and-mortar retail to mostly e-commerce. The company’s contact…
How Contact Center Technology is Changing the Game for Agents
There’s no hiding the fact that technology has impacted our daily lives. From how we navigate our day and interact with friends and colleagues to how we engage with vendors and brands, new tools and communication channels have changed the touchpoints we all experience.
9 Ways a Collaborative Culture Benefits Your Contact Center
Teamwork, sharing knowledge and best practices feed company culture. According to a white paper from the UNC Kenan-Flagler Business School, when collaboration permeates organizations, they experience huge bottom-line benefits, including engaged employees, attracting and retaining talent, increased velocity, and profitability. With widespread collaboration, employees are more likely engaged in their work, and embracing challenges that…
5 Shopping Trends and What They Mean to Your Contact Center
News outlets are reporting that this year’s holiday buying season is expected to start earlier than ever. But given the level of uncertainty experienced in the last 18 months – ever-changing pandemic guidance, more workers voluntarily resigning from jobs, many of us still working remotely – what impact will this have on customer behavior and…
How to Implement a Successful Cross-Selling/Upselling Program in Your Contact Center
If your contact center isn’t currently focusing on cross-selling and upselling, you’re missing a great opportunity to strengthen customer relationships and increase revenue.
7 Proven Ways to Manage Contact Center Agent Staffing Shortages
If you’re a contact center professional, you’re probably feeling the pain of agent staffing shortages. Due to the pandemic, we’re experiencing an unusual dynamic in the labor market right now. The U.S. unemployment rate was 5.4% in July 2021, higher than pre-pandemic levels, yet the news is full of stories about businesses of all sizes…
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…
How Gamification Can Help Call Centers Operate More Efficiently
At Playvox, we believe that gamification is just using data in a useful and smart way to drive people’s behaviors for the better.
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…