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…
ByPlayvox Team
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The future of work is an important topic of discussion for business leaders. While we can’t know for sure what the future of work will look like, one thing seems certain—flexible work is a major component in achieving satisfaction among the modern workforce. Since the COVID-19 pandemic, attitudes toward ongoing remote, hybrid, and flexible work…
ByPlayvox Team
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More than four years after the global shutdown caused by the COVID-19 pandemic, it would be reasonable to think the effects of the Great Resignation are far behind us. If you’re a contact center leader dealing with turnover costs, though, you’re likely to argue otherwise. The hard truth is that employee turnover costs remain a…
ByPlayvox Team
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In a Deloitte survey, contact center leaders named customer experience (CX) and cost control as the top strategic priorities. These two terms may seem incongruent – how can you deliver outstanding CX while controlling costs? The answer lies in agent empowerment. By focusing on employee engagement and agent empowerment, you create contact center efficiencies and,…
ByPlayvox Team
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The perception of a contact center agent merely answering inquiries is prevalent, yet it marks the initial stage of what could evolve into a fulfilling career abundant with opportunities. Contact centers have long grappled with high turnover rates, often attributed to mundane tasks, limited career advancement prospects, and a lack of acknowledgment. Nevertheless, numerous avenues…
ByPlayvox Team
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The struggle is real: Finding ways to boost agent engagement and retention with your most talented team members is crucial not only to the bottom line, but to delivering outstanding customer experience (CX). As a contact center leader, it’s advantageous to understand the real cost of employee turnover, and, more importantly, make it a strategic…
ByPlayvox Team
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As anyone who has worked in a contact center can tell you, the environment is both fast-paced and high-pressure. When the expectations from customers are at an all-time high, there can be no greater problem than agent burnout. Burned-out agents are more likely to make mistakes, be disengaged, and, more concerning, provide poor customer service….
ByPlayvox Team
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AI has been quietly knocking on contact center doors for years. But in 2023, with the thunderous buzz around ChatGPT and generative AI, the call finally became impossible to ignore. Today, AI is solidly inside every top-performing contact center—everything from automated quality management to virtual agents. For customer experience (CX) leaders, the question is no…
ByPlayvox Team
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Let’s face it — no one contacts your contact center to tell the person who answers the phone, text, or chat to tell your organization that they love your brand, service, or product. Most interactions that contact center agents have daily are to solve a problem or issue, adjust a payment, or ask a clarifying…
ByPlayvox Team
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Infusing artificial intelligence (AI) into processes is top of mind for business leaders and managers in all industries and across all job functions. Generative AI technologies truly have the power to change how we work and our ability to deliver a stellar customer experience (CX). Some of the most common uses of AI have been…
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