Do More With Zendesk By Supercharging Your Tagging

Do More With Zendesk By Supercharging Your Tagging

Zendesk is an extremely powerful platform, but sometimes it can be hard to know exactly what people are talking about in your tickets, especially if you have hundreds of them — or even hundreds of thousands. Tagging lets you make sense of all that incoming information and take action for your customers. Whether you go…

Why Your Contact Center Needs A Remote Work Policy

Why Your Contact Center Needs A Remote Work Policy

If your contact center is like most, you probably have a robust set of guidelines that document your procedures, detail your standards, and outline how employees should handle various situations.  But one thing many contact centers are missing is a remote work company policy. In our 2022 remote work study, we found that nearly all…

Why You Should Stop Tagging Tickets In Your Support Platform

Why You Should Stop Tagging Tickets In Your Support Platform

Most companies are already sitting on thousands of conversations filled with actionable feedback that could help them prioritize issues and dramatically improve customer experience. Where are these golden nuggets hiding? In their support tickets.  Data from feedback like support tickets can be incredibly powerful. However, making sense of these tickets on a larger scale is…

Remote Work: The Dangerous Disconnect Between Contact Center Management and Agents

Remote Work: The Dangerous Disconnect Between Contact Center Management and Agents

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. But only 40% of support center managers we talked to said they…

How to Manage a Remote Contact Center Now: 6 Best Practices

How to Manage a Remote Contact Center Now: 6 Best Practices

The end of summer signals a familiar and important pivot. For many remote contact centers, it’s time to shift into a busier season, when the stakes are especially high for customer experience. Most people, including customer service agents, are ready for a restart, which makes now the perfect time for contact center leaders to revisit…

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…