Salesforce Service Cloud and Playvox Workforce Management Collaboration Gives CX Leaders Best of Breed Salesforce WFM

Salesforce Service Cloud and Playvox Workforce Management Collaboration Gives CX Leaders Best of Breed Salesforce WFM

ByPlayvox Team Posted on

Customer experience leaders are more challenged than ever. They are under constant pressure to reduce operational overhead costs, lower recruiting, onboarding and training costs – all while exceeding customer demands and delivering exceptional customer service.  When contact center managers look to decrease overhead, they think first to eliminate manual processes through automation. They also look…

How To Preserve Your Contact Center QM Budget

How To Preserve Your Contact Center QM Budget

ByPlayvox Team Posted on

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding.  But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. If they don’t get it, they’re likely to move on, costing your business money in the long run.  A…

Make Every Agent Your Best Agent With WFM — Even Remotely

Make Every Agent Your Best Agent With WFM — Even Remotely

ByAndrés Gómez Gallego Posted on

Agent performance optimization isn’t a new challenge for CX leaders. Post-pandemic, distributed workforces operating in remote and hybrid environments, though, have made getting the most out of your teams a lot more complicated—and important. Add uncertain economic conditions to the mix, and the need for maximum employee output is acute. The most successful contact centers strike…

Best Contact Center Software for Remote Workers

Best Contact Center Software for Remote Workers

ByPlayvox Team Posted on

Working with virtual teams of agents in your contact center can sometimes mean you feel disconnected from them — or even worried that you aren’t able to properly manage their performance.  Those concerns might be why almost half of the contact center leaders in our 2022 remote work research study told us that they’re bringing…

Can Your WFM Solution Accurately Forecast In A Modern Digital Contact Center?

Can Your WFM Solution Accurately Forecast In A Modern Digital Contact Center?

ByJosh King Posted on

Let’s face it, the call center of yesteryear is not wholly relevant when looking at customer service operations today.  Even the terms “call center” and “contact center” are called into question, given the images they evoke of rows of agents in cubicles lined up to fill a room. For convenience, I’ll use the term “contact…

How to Control Call Avoidance and Interaction Avoidance

How to Control Call Avoidance and Interaction Avoidance

ByDonna Lightfoot Posted on

During my career in workforce management, call avoidance was always an issue — regardless of the location of the business, the nature of the business, or the location of the agent.  Call avoidance, now known as interaction avoidance, denotes the steps an agent takes to avoid handling a customer interaction.  It can take time and…

Responding with Empathy: 20 Ways to Show Stressed Out Customers You Care

Responding with Empathy: 20 Ways to Show Stressed Out Customers You Care

ByLeslie O'Flahavan Posted on

These are difficult times, and our anxious customers need us more than ever. Some of them  need help with a simple task, like “How do I add a new driver to my auto insurance policy?” Others need help solving a problem: “Why was I charged twice for inflight WiFi?”  All of our customers need our…

How To Identify And Address Call Avoidance

How To Identify And Address Call Avoidance

ByDonna Lightfoot Posted on

When it comes to call avoidance (or, more accurately these days, interaction avoidance), you usually know it when you see it. Unless you don’t.  It’s easier than you think to misjudge an agent in an interaction, so I’ve assembled examples of interaction avoidance along with actions you should take when it occurs. We’ll also look…

Capacity Planning Needs An Overhaul: 5 Tips For A Turnaround

Capacity Planning Needs An Overhaul: 5 Tips For A Turnaround

ByKristyn Emenecker Posted on

Long-term capacity planning needs a serious overhaul, and the best strategy for a turnaround is a radical one. If your full-time employee count (FTE) is consistently under or over your annual capacity plan, you need Radically Operationalized Capacity Planning. While this approach may require entirely new thinking for some contact centers, its potential benefits are…

Why Your Contact Center Needs A Call Avoidance Policy

Why Your Contact Center Needs A Call Avoidance Policy

ByDonna Lightfoot Posted on

Call avoidance is a common issue in contact centers and must be dealt with to ensure a positive experience for your customers. But agents can quickly become frustrated and overwhelmed when dealing with irate customers and high contact volumes, leading them to avoid interactions. While the issue is not unusual, it’s easier to manage if…