Workforce management software isn’t exactly a magic pill for contact centers helping to drive business success, but it’s definitely a smart place to start. While strong products will always be essential to the success of large and mid-size businesses, it’s the customer experience that keeps people (and revenue) coming. Contact centers are at the heart…
For anyone asking, “What is workforce management?” there’s never been a better time to understand—and turn up—its power to transform and optimize your business. Workforce management is the critical link between today’s top-performing contact centers and thriving brands—across every industry. And it’s increasingly top-of-mind for customer experience leaders who want to help reduce costs and…
Are your call center agents fully prepared and offering the best possible care for your customers? You have likely heard about or even experienced frustrated customers venting on social media and other channels after not getting the support they needed.
Playvox quality assurance software is now available on the Salesforce AppExchange, offering Salesforce Service Cloud customers the ability to enhance their customer service capabilities quickly and easily.
People are working remotely more than ever thanks to the proliferation of online productivity, communication tools, and of course, the pandemic. At the beginning of the pandemic, 31% of employees worked from home at least part-time. By March 2020, that number grew to 45% and then grew again to 62% by April 2020, according to…
Measuring your business’s performance is an ideal way to determine how well your team’s working and what you can do to deliver customer service you’re truly proud of. After all, customer satisfaction is a key brand differentiator. Your reputation matters! Performance measurement begins with defining your KPIs. The performance KPIs need to be the right…
Every business has to develop effective customer service strategies to maximize performance, drive improvements, and achieve ongoing success — and success starts with measuring performance KPIs. As a manager, you should have a clear understanding of your business’s goals, values, and priorities, but building an effective strategy that takes your company’s customer service in exciting…
As a customer service manager, you’re responsible for driving your agents to deliver the best CX in every single interaction.
As a quality assurance specialist in customer service, you play a crucial role in your contact center’s success. You have the power to improve customer experiences as part of an ongoing quality assurance program. Without your expertise, the management team may not understand where agents are struggling and they may face challenges in achieving excellent…
Customer service agents have a tough job. As they’re representing a business or organization, they have to remain professional, courteous and respectful. This in itself can prove hard when a difficult customer is bombarding them with criticism or even abusive language.
WEBINAR
How Is AI Shaping the Customer Services Industry?
Tuesday, May 21, 2024 at 1:00 PM EDT