Uniting your team can be tough, even under the best circumstances. As hybrid workforces become more common, contact center managers have to get even more creative to keep everyone feeling connected, productive, and engaged.
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.
Contact Centers are measured along several dimensions. At the company level, KPIs such as customer satisfaction, Net Promoter Score, and upselling or cross-selling are typical. At the operational level, metrics such as average time in queue, cost per call, and first call resolution rate are often front and center. And at the agent level, handle…
Workforce management has come a long way from its humble origins.
During the COVID-19 pandemic, workforce management became an area of intense focus and accelerated innovation.
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…
It’s not easy being a call center agent these days.
You know your customers. You spend hours obsessing over every aspect of their interaction with your brand, because you know that a great customer experience is a near-guarantee of customer retention and expansion.
2021 is a watershed year for Playvox. In the past 12 months, as we approach Playvox’s 10-year anniversary, we doubled our market footprint. Our global clients significantly expanded adoption of our workforce optimization products. We made our first acquisition to make learning fun for customer service agents. And our global team hit triple digits.
Over the past several years, Playvox has grown rapidly. In that time, we have serviced hundreds of companies encompassing dozens of industries around the globe, emerging as the leader in digital-first call center quality assurance.