ByJana Debusk
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When I lived in Colombia, it seemed as if there were fruit stands on every corner. Some fruit sellers would even balance bags of fruit on sticks, running between cars to hawk their harvest. Piña (pineapple)! Tomate de árbol (tree tomato)! And my favorite, maracuya (passionfruit)! There were so many choices, but I always went…
ByPlayvox Team
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While it might seem like just about everything is in the cloud these days, many contact centers still haven’t taken the leap. But moving to a cloud contact center can have big benefits for your company, your customers, and your agents. Moving to a cloud contact center and workforce engagement solution means shifting your data,…
ByMichelle Randall
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Contact center trends can directly impact success. But in an industry — and world — evolving at lightning speed, it’s harder than ever to keep up and to know which ones matter most. For the greatest impact and a clear competitive edge, contact center leaders must choose wisely when making business decisions about the trends…
ByPlayvox Team
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Let’s confess — we’ve all nodded off during on-demand remote training sessions. The recorded talking-head, one-to-many format is a surefire way to put even the most highly caffeinated employees to sleep. How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? Here…
ByPlayvox Team
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Customer service has gone digital — and your contact center needs to evolve with the times. As younger customers make up more and more of the marketplace, they’re shifting service preferences toward digital channels. No matter where your customers get service, they’ll expect outstanding customer experience (CX), so you’ll have to be ready. Make sure…
ByKayla Turner
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Excellent time management is crucial in a contact center. Being able to strategically plan and prioritize tasks not only ensures your customers get the service and support they need in a timely manner, but it also increases agent productivity, decreases overall stress, and improves job satisfaction. Contact center solutions can dramatically change the way your…
ByPlayvox Team
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Engaged contact center agents are essential to the success of any customer service operation. When employees feel connected to their jobs and have meaningful goals, agent performance increases. And happy agents tend to deliver experiences that delight your customers. But disengaged agents create challenges in a customer service center. A 2021 Gartner study found that…
ByDonna Lightfoot
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Maximizing workforce management efficiency through real-time data is an often-overlooked advantage for contact centers. With real-time information, you can make crucial intraday adjustments that improve your efficiency and your customer experience. There are several roles within the workforce management space, and each one is important in its own way. Making sure you fill these key…
ByPlayvox Team
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Every workplace has its pros and cons, but contact center agents have one of the toughest jobs out there. They’re protecting and building your company’s brand — no matter what they have to deal with from customers. Just like agents are protecting your company, contact center leaders and managers need to protect them and their…
ByOlga Medina
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Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. The key to maintaining peak performance is to continuously optimize productivity and streamline operations. Whether you’re looking to implement new technologies, fine-tune your staffing strategy, or empower…