In the next three years, there will be a generational shift in the U.S. workforce. As more Baby Boomers transition to retirement and those in Gen Z kick-off their careers, we’ll start to feel the influence of younger professionals and the dynamics of the American workplace adjust. Just as we tailor our approach to meet…
At Playvox, we believe that gamification is just using data in a useful and smart way to drive people’s behaviors for the better. You’re probably familiar with one of the most famous examples: the gamification of physical movement in Just Dance, a video game that encourages players to imitate an animated dancer on the screen….
Quality assurance and monitoring is a tough, but necessary part of operating contact centers for consistently high customer experience at scale. Quality scorecard monitoring ensures customer service standards are met and exceeded using an adapted set of metrics to measure agents’ performance. But once the data is gathered, what are the next steps? How do…
Focused on serving the needs of customers, helping them solve problems, teaching them how to use products, and answering their questions, customer service agents are central to business growth and effective operations. The most important factor to consider when communicating with customers is to deliver personalized and contextual interactions. Businesses need to be proactive rather…
Like most of you, I’ll never forget where I was the night the world shut down. I was performing at a jazz club and one of my students, Tommy, came to my show. It was my first semester teaching music as an adjunct professor at Purdue University Fort Wayne, and I was thrilled to be…
The right WFM tools can mean the difference between a business that flourishes and one that flounders. While it may sound like a bold claim, the truth is the benefits of workforce management are big, and they have far-reaching effects—not only inside contact centers, but throughout organizations and straight to the bottom line. That’s because,…
Are your customer service representatives (CSRs) cross-selling and upselling relevant products and services to your customers? If they aren’t, you’re missing out on a great opportunity to offer a better customer experience and generate extra revenue. As more contact centers explore implementing cross-selling and upselling, they’re finding very little information on how to do it…
Not too long ago, many people believed that doing good in the world and succeeding in business were contradictory to one another. But now, what were once seen as mutually exclusive goals, are two harmonious pieces of the puzzle working in tandem.
During the COVID-19 pandemic, workforce management became an area of intense focus and accelerated innovation. Human resources teams at companies around the world developed new policies, practices, and processes to enable a decentralized workforce while keeping employees connected and productive. As innovation continues, especially around reducing operating costs and managing staffing while maintaining an optimal…
At the heart of every contact center is a team of agents who want to show up every day and do their best work. Even when your agents are working remotely, a strong team spirit is central to customer satisfaction and agent performance. How do the best call center managers keep morale high and performance…
WEBINAR
Are you ready for AI?
Wednesday, April 17, 2024 at 11:00 AM EDT