ByDonna Lightfoot
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In recent years, the contact center industry has undergone a significant transformation, with remote work becoming increasingly prevalent. A recent Gallup survey found that 8 in 10 people are currently working remotely or in hybrid environments. While this shift offers numerous benefits, including greater flexibility and access to a wider talent pool, it also presents…
BySantiago Espinosa
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In today’s fast-paced contact centers, empowering agents is crucial for delivering exceptional customer service. Effective coaching techniques can transform your call center into an engagement hub. This article will explore how to empower call center agents, focusing on practical tips that leaders can implement to enhance performance and reduce turnover. Let’s dive into the essential…
ByPlayvox Team
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Customer service technology that delivers measurable, positive results starts with people—not technology. According to Gartner research published in the Harvard Business Review, optimizing customer experience (CX) is not about shiny, over-the-top digital capabilities or automation alone. For customer service technology to truly move the needle, it must bridge technology and human-to-human connections—connections that begin and…
ByMaria Lucia Mora
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What songs would you include if you had the chance to create the soundtrack of your workforce engagement management (WEM) experience? We surveyed our Playvox experts, and our soundtrack will be a crossover party playing all the musical fields, from classical jazz to rock. Discover how your workforce engagement management band can perform better with…
ByPlayvox Team
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To say that today’s world is “fast-paced” would be an understatement. Whether they’re accessing instant streaming content, same-day delivery, or real-time social media updates, consumers these days expect immediate gratification. The same thing can be said about timely customer service. Speedy customer support is no longer nice to have — it’s table stakes. In this…
ByPlayvox Team
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Consumers prefer to go digital in just about every aspect of their lives, including their business and brand interactions. That’s why companies are increasingly investing in digital transformation to serve consumers, meet their expectations, and stay competitive. But what exactly does digital customer service entail, and how can you make it truly effective? In this…
ByPlayvox Team
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Contact centers are the cornerstone of your company’s customer service experience. Yet, help desk, support staff, and contact center agent retention remains a serious and unresolved challenge for many organizations. According to Gartner, high levels of disengagement lead to increased costs, as well as poor employee and customer outcomes. The research finds that disengaged representatives…
ByMaria Lucia Mora
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Global Running Day celebrates the history of running. It highlights the runners’ skills, challenges, and the passion of those who have chosen this discipline as a hobby or profession. On the occasion of this global celebration held in June, we bring together the stories of three running enthusiasts at Playvox who conquer marathons worldwide and…
ByOlga Medina
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Recognition in the workplace goes beyond acknowledging your agents for their hard work. Recognition is a work culture that can help any employee in any organization feel valued and supported. When agents feel truly recognized, they are more likely to feel more engaged and improve their performance. Even though keeping your agents motivated can sometimes…
ByPlayvox Team
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Is your contact center a leader or follower when it comes to innovating agent experience? Think about the definition of innovation, then ask, “How does my contact center and leadership stack up?” Innovation is defined as “the process of bringing about new ideas, methods, products, services, or solutions that have a significant positive impact and…
New eBook
Transforming Customer Experience: The Impact Of AI On Contact Centers