3 Tips For Optimizing Your Contact Center Schedule

3 Tips For Optimizing Your Contact Center Schedule

There’s nothing more important than creating an optimal contact center schedule to ensure you and your agents have the structure you need to provide the best service possible. But have you taken the time to check that your contact center schedule isn’t doing more harm than good? A cluttered, complicated schedule can create inefficiencies and…

High Performance Contact Centers Begin With the Right WEM Suite

High Performance Contact Centers Begin With the Right WEM Suite

Most companies aspire to excellence in customer experience (CX). But without getting contact center performance right, all other CX elements – such as marketing, user experience, etc. –  will ultimately fall flat. How do you build a high performance contact center? The foundation of contact center success is attracting and retaining skilled and motivated employees…

Playvox Leads G2 Grid Report for Contact Center QA for the Seventh Straight Quarter

Playvox Leads G2 Grid Report for Contact Center QA for the Seventh Straight Quarter

It probably comes as no surprise that customers are at the center of all we do at Playvox. We love when our customers have the systems, processes, and tools they need to delight their customers. Every interaction our workforce engagement management (WEM) software enables helps agents love their job and encourages customers to love their…

What is Workforce Engagement Management? (And Why it Matters)

What is Workforce Engagement Management? (And Why it Matters)

As one of the newest terms to enter the contact center space, workforce engagement management (WEM) is much more than a simple change in the words we use. WEM suites are an evolutionary shift — beyond workforce optimization — brought about by the need to take customer service operations to the next level by placing…

How Retirees Returning to the Workforce Benefits Your Contact Center

How Retirees Returning to the Workforce Benefits Your Contact Center

If the labor shortage has left your contact center scrambling for staff, you might have overlooked a potential goldmine of knowledgeable, eager future team members: retirees. According to research by Goldman Sachs, five million people have left the workforce since the beginning of the pandemic, and most were over age 55 (3.4 million). Researchers say…

How eLearning Solves Your Contact Center’s Training Challenge

How eLearning Solves Your Contact Center’s Training Challenge

If your contact center doesn’t have effective eLearning capabilities, you’re missing an opportunity to optimize agent performance.  One of the biggest training challenges contact centers face is keeping agents’ skills sharp following onboarding. New hire training is typically thorough enough to get agents up and running, but what about ongoing training that reinforces skills and…

How to Drive Engagement with Gamification in Your Contact Center

How to Drive Engagement with Gamification in Your Contact Center

Are your employees excited to come to work each and every day? Or are they disengaged, disinterested, and lacking motivation? Employee engagement is one of the most challenging aspects to master in the contact center. That’s why many organizations are putting increased emphasis on improving their company culture in order to improve employee morale. One…

ContactBabel Report: The 2022 U.S. Contact Center Decision-Makers’ Guide

ContactBabel Report: The 2022 U.S. Contact Center Decision-Makers’ Guide

As contact centers around the world grapple with the realities of hybrid work, the Great Resignation, heightened customer expectations, and supply chain woes, many are turning to industry research and data that can provide guidance, perspective, and clarity to help them maintain and grow their CSAT and NPS scores.  Enter ContactBabel.  As a leading analyst…

How Contact Center Agent Burnout Decreases Productivity (And What You Can Do About It)

How Contact Center Agent Burnout Decreases Productivity (And What You Can Do About It)

Agent burnout directly harms the quality of customer service your business provides and significantly hurts your company’s bottom line. It’s hard to ignore the fact that contact centers are plagued with high agent burnout and turnover rates. According to industry studies, average annual turnover ranges between 30-45 percent – with some centers experiencing turnover into…

Why You Need to Measure Customer Experience in Your Contact Center

Why You Need to Measure Customer Experience in Your Contact Center

Delivering exceptional customer experiences is the new competitive advantage. In fact, it’s now the last remaining way to gain a sustainable edge, since traditional sources of differentiation – including price and product – quickly erode with the rapid pace of digital information flow. While it’s hard to argue against the importance of delivering great CX,…