Transforming Quality Management with AI

Transforming Quality Management with AI

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: Companies that lead in customer experience outperform laggards by…

How to Properly Tag Chat Conversations — And why it’s Essential

How to Properly Tag Chat Conversations — And why it’s Essential

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…

What is Customer Sentiment Analysis — and why is it Important?

What is Customer Sentiment Analysis — and why is it Important?

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…

5 Best Ways to Keep Remote Contact Center Agents Connected and Engaged

5 Best Ways to Keep Remote Contact Center Agents Connected and Engaged

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…

5 Ways Contact Center Managers are Adapting to Remote Work

5 Ways Contact Center Managers are Adapting to Remote Work

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…

4 Smart Reasons to Offer Remote Work in Your Contact Center

4 Smart Reasons to Offer Remote Work in Your Contact Center

Here’s an alarming statistic: More than half (56%) of contact center agents say they’d think about leaving their jobs if they couldn’t work remotely. Our 2022 research study of contact center agents and managers revealed a big conflict between these groups: Despite most agents’ appetite for remote work, almost half of contact centers plan to…

How One Person can Dramatically Impact Your Workforce Management Plan

How One Person can Dramatically Impact Your Workforce Management Plan

As workforce management professionals, we are faced with the daunting task of figuring out the ideal forecast, matching that forecast with a schedule and then making sure that our “master plan” works in the real world – meaning all the people that we are counting on for their shifts work their shifts as planned. Unfortunately,…