Going Green: 3 Ways to Incorporate Sustainable Practices Through Your Customer Service Team

Going Green: 3 Ways to Incorporate Sustainable Practices Through Your Customer Service Team

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. 

Your Quick Guide to Selecting the Right Workforce Management Software

Your Quick Guide to Selecting the Right Workforce Management Software

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…

Our Journey: Quality Management and Workforce Management Are Better Together

Our Journey: Quality Management and Workforce Management Are Better Together

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.