Multichannel vs Omnichannel Support: Mastering the Transition

Multichannel vs Omnichannel Support: Mastering the Transition

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….

Navigating the Challenges of Remote Work in Contact Centers

Navigating the Challenges of Remote Work in Contact Centers

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…

Coaching for Success: How to Empower Call Center Agents

Coaching for Success: How to Empower Call Center Agents

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…

How Customer Service Technology Is Shaping Agent Experiences

How Customer Service Technology Is Shaping Agent Experiences

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…

The Benefits of Establishing a Wellness Center in Your Workplace

The Benefits of Establishing a Wellness Center in Your Workplace

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…

Crafting Your Workforce Engagement Management Soundtrack

Crafting Your Workforce Engagement Management Soundtrack

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…

Timely Customer Service: 7 Tips To Get It Right

Timely Customer Service: 7 Tips To Get It Right

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…

Championing Diversity: Best Practices to Promote Inclusion and Belonging in the Workplace

Championing Diversity: Best Practices to Promote Inclusion and Belonging in the Workplace

In June, we proudly celebrate Pride Month where we walk alongside the LGBTQ+ community, commemorating and celebrating the advances in human rights issues that allow everyone to feel free and safe anywhere. Creating more spaces to learn about Diversity, Equity, Inclusion, and Belonging (DEIB) in the workplace is a constant task that involves us all,…

The Power of Human Connection in Digital Customer Service

The Power of Human Connection in Digital Customer Service

Consumers prefer to go digital in just about every aspect of their lives, including their business and brand interactions. That’s why companies are increasingly investing in digital transformation to serve consumers, meet their expectations, and stay competitive. But what exactly does digital customer service entail, and how can you make it truly effective? In this…

Forecasting and Scheduling: Adapting to the New Normal

Forecasting and Scheduling: Adapting to the New Normal

Before 2020, contact center forecasting and scheduling was considered more of an art than a science. No two schedules were the same, and lots of intuition and calculations went into building a winning formula. However, since then, changing scheduling dynamics have added layers of complexity to deriving accurate and optimal schedule forecasts. To stay current…