There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. But only 40% of support center managers we talked to said they…
The end of summer signals a familiar and important pivot. For many remote contact centers, it’s time to shift into a busier season, when the stakes are especially high for customer experience. Most people, including customer service agents, are ready for a restart, which makes now the perfect time for contact center leaders to revisit…
Some people think live chat is the perfect customer service channel. If staffed properly, it’s instantaneous. A chat can be as short or long as the customer needs it to be. Customers can chat while they multitask at work or home. Agents can ask probing questions to discover the best way to help. The chat…
Accurately tagging your customer interactions in Zendesk is more important than you think. Learn more about how and why tagging customer conversations matters.
Customer support teams can get a bad rap. As a contact center leader, you need to break down stereotypes and getting your teams the respect they deserve.
Playvox Announces AutoQA Whether you work in what is called a contact center, customer support center, or customer experience center, you likely always need to figure out how to do more with less. This need persists, even though we can easily point to research that shows: And the Forbes data cited above includes even more…
Customer chats are filled with insights into what your customers want and the problems they might be having. But if your agents aren’t tagging these conversations for analysis and action, you aren’t getting the full value out of your chat software. What is Conversation Tagging? Tagging is the process of assigning meaningful labels to your…
Words matter, but language is complex and often left to interpretation. That’s especially true in your contact center, where millions of customer interactions across dozens of platforms can leave you overwhelmed by information and unable to act on what you hear from your customers. The rise in conversational commerce — chat interactions on a variety…
The road to the contact center of the future is winding and uncertain. Flexibility, though, is the key to a smoother ride. Adapting to the work styles and learning preferences of your remote contact center agents is a smart place to start. You’ll increase engagement now and optimize performance long-term. Research from Playvox — including…
Want to retain your agents? What about attracting new ones for your open positions? While these might be rhetorical questions, our customers tell us again and again that agent retention has never been more important. So we’ve got two words for you: remote work. There’s no way around it — most agents are looking for…
WEBINAR
How Is AI Shaping the Customer Services Industry?
Tuesday, May 21, 2024 at 1:00 PM EDT