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.
Are your call center agents fully prepared and offering the best possible care for your customers? You have likely heard about or even experienced frustrated customers venting on social media and other channels after not getting the support they needed.
The foundation of a successful business relies on its customers. Simply coasting through without hearing feedback from them will most likely lead to misfortunes financially. Any business that suffers in that regard probably won’t be around for too long.
Measuring empathy in customer service is like a construction project. But have no fear, you don’t need a permit.
Running around the globe has become something of a fixture for Sahar Ebadi from starting in her home of Mashhad, Iran to Selangor, Malaysia before bouncing to Medellin, Colombia.