ByPlayvox Team
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Adherence. AHT. ATA. EWT. FCR. The contact center industry is full of specialized terminology, jargon, and acronyms. Whether you’re an experienced contact center leader or a newly hired call center agent, it’s challenging to learn and keep up with the latest workforce management (WFM) terminology. To help you make sense of your work life (or…
ByPlayvox Team
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During the COVID-19 pandemic, workforce management became an area of intense focus and accelerated innovation. Human resources teams at companies around the world developed new policies, practices, and processes to enable a decentralized workforce while keeping employees connected and productive. As innovation continues, especially around reducing operating costs and managing staffing while maintaining an optimal…
ByPlayvox Team
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It’s not easy being a call center agent these days.
ByPlayvox Team
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A live chat system gives customers direct access to help and service, wherever they are. Another bonus: Customers can multitask while waiting for an agent’s response. The same can be said for live chat agents, who can search and gather supporting information during a responsive live chat session with a customer without having to put…
ByPlayvox Team
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Contact center BPOs consistently face high agent attrition rates, which can cost a host of problems, from productivity to customer service to financial related issues. According to a recent ContactBabel study, agent attrition in the BPO industry is around 49%, more than double the rate for all occupations in the U.S.
ByPlayvox Team
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In the customer service world, the importance of having a clear view of resources is on an equal platform for managers, team leaders and even agents.
ByPlayvox Team
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Motivating a team of customer service agents can be daunting for a team leader.
ByPlayvox Team
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Keeping employees happy and motivated is challenging in any workplace, and agent motivation is especially difficult for contact centers. Although you might think employee happiness is less of a priority than ROI, customer experience, or profit margins — research shows that happy employees are more productive. It’s here, at the juncture of happiness and productivity,…
ByPlayvox Team
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Your customer service agents are arguably your most critical asset and certainly your most expensive. It only makes sense, therefore, to do everything you can to optimize their performance. High performing agents lead to higher customer satisfaction (CSAT) and net promoter score (NPS) scores, increased first call resolution (FCR) rates and successful selling.
ByPlayvox Team
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Measuring performance in your contact center or customer service department is an ongoing, in-depth, and insightful process. Once you implement a quality management program into your everyday operations, you should be able to continually achieve your business goals across your workforce, incorporating lessons learned from studying data to enhance all employees’ performance. However, even after…