ByRohit Rakkar
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There’s a lot riding on your contact center schedule. Does it have enough coverage for each channel? Does it meet your agents’ needs? Does it have the right tasks at the right times? Will customers get service in the time they expect? Even when you get it all set, making sure agents stick to your…
ByMercer Smith
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Every single support leader has either just finished a significant tagging overhaul or is slowly coming to realize that they need to do one. Tags can be the bane of many support teams’ existences — especially if they do the process manually. That said, tags can also be one of the most significant sources of…
ByPlayvox Team
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Coaching your contact center agents on their performance can either fill everyone with dread or be a productive activity that you and your agents look forward to. Either way, it needs to be done, and arming yourself with a full set of coaching tips for contact center agents will ensure the sessions are productive. Agent…
ByMeg Monk
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Donuts in the breakroom, water cooler talk, lunch chats with teammates—they’re the little things that make going back to work on a Monday more bearable. For your remote agents, however, it’s often all work with little reward. In addition to feeling the mental and emotional weight of consumer-facing jobs, remote contact center agents are experiencing…
ByEricka Aguilar
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On June 1, 2021, SoFi became a publicly-traded company on the Nasdaq Global Market (Nasdaq). Just over six months later, on January 18, 2022, SoFi was granted a national bank charter. This period of high-stakes decisions and operational scrutiny required a clear and accurate view into many things, including SoFi’s Member Service Teams quality assurance…
ByNikki Quinn
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We all can quickly recall examples of when we’ve received gold-star service — and at the opposite end of the spectrum — when service has been disappointing. For example, think of how an amazing restaurant experience combines well-prepared, tasty food with promptness, friendliness, and food-oriented knowledge. Then think of an example when you’ve been stuck…
ByPlayvox Team
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The pandemic permanently changed the contact center landscape. Or maybe we should say it sped up an inevitable evolution by five years or so.
ByPlayvox Team
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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…
ByNikki Quinn
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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…
ByPlayvox Team
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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…
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Transforming Customer Experience: The Impact Of AI On Contact Centers