ByPlayvox Team
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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.
ByPlayvox Team
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Efficient budgetary decision making is a major aspect of running any successful business. You have a limited amount of money to channel into improving your company, whether through hiring new staff, upgrading your equipment or investing in the latest software.
ByPlayvox Team
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Measuring performance in your contact center or customer service department is an ongoing, in-depth, and insightful process. Once you implement a quality management program into your everyday operations, you should be able to continually achieve your business goals across your workforce, incorporating lessons learned from studying data to enhance all employees’ performance. However, even after…
ByPlayvox Team
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Any effective quality assurance program hinges on the choice of performance metrics. If you’re not sure which performance metrics are most important, you might not end up with the insights you’re looking for when evaluating customer service agents’ work.
ByPlayvox Team
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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…
ByPlayvox Team
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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…
ByPlayvox Team
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As a customer service manager, you’re responsible for driving your agents to deliver the best CX in every single interaction.
ByPlayvox Team
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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…
ByPlayvox Team
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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.
ByPlayvox Team
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Whether you’re lifting up customer service agents who fall behind or making superstars even better, coaching methods for customer service are more important now than ever before.