ByPlayvox Team
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Creating an efficient Quality Assurance monitoring program requires solid strategies. With the right plan in place, you can build a robust program that is results-oriented for both management and front-line employees.
ByPlayvox Team
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Managing a contact center comes with a slew of day-to-day challenges. Empowering agents and satisfying customers, all while maintaining exceptional levels of quality? It’s nothing short of a juggling act! However, there’s a clear path to success: Hire highly skilled quality assurance analysts who are dedicated to achieving your organization’s goals. If you’ve recently established…
ByPlayvox Team
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Leading a contact center workforce with agents whose ages vary widely can be a challenge. You know it, and your agents know it: In its 2020 Global Human Capital Trends report, Deloitte found that only 6 percent of employees surveyed said they felt their leaders were equipped to handle a multi-generational workforce well. Part of…
ByPlayvox Team
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Gone are the days when live chat was an innovative support channel. Today, live chat is a must. Live support gives clients the chance to receive immediate answers to their questions, without having to wait for hours (or days) for a response. For your contact center, the benefits of a live chat process include slashing…
ByPlayvox Team
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Lately, it seems companies are increasingly focused on the happiness of their employees. It’s with good reason — fulfilled and engaged employees are more likely to stay and be productive. It’s a win-win for the company and the staff.
ByPlayvox Team
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In a world where the customer is critical, average handle time (AHT) — the average length of a customer interaction from start to finish, including hold times and transfers — is becoming increasingly obsolete as a key performance indicator (KPI) within the contact center. Why? Average handle time is cost-focused instead of customer-centric. But wait….
ByPlayvox Team
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If you work in a contact center, you know all too well the problem with employee morale. Between the long hours, repetitive work, and training problems, it’s no wonder turnover is so high.
ByPlayvox Team
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Contact centers need candidates who can multitask, problem-solve, work reliably, and work flexible shifts, as well as use their technical skills and keep customers happy. contact center recruiting means sourcing and screening candidates who possess these skill sets. Well-managed job attraction is crucial if your organization wants to hire the right people and reduce attrition….
ByPlayvox Team
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Customers who repeatedly contact agents for help can cost you — and more than just money. Your contact center agents lose time to repeated contacts, and you’ll risk a decrease in customer satisfaction, too. Companies and contact center agents must implement First Contact Resolution (FCR) strategies. Improve your FCR rate by learning what it is,…
ByPlayvox Team
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First-call resolution (FCR) is one of the most important aspects to maintain high customer satisfaction in the call center. Unfortunately, customers are calling with increasingly complex questions and it isn’t always possible to give them the answer or in the time they want. Repeated calls can mean increased call volume, expenses and unfortunately, unhappy customers….