ByAndrés Gómez Gallego
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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…
ByPlayvox Team
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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…
ByDonna Lightfoot
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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…
ByLeslie O'Flahavan
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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…
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…
ByPlayvox Team
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Here’s an alarming statistic: More than half (56%) of contact center agents say they’d think about leaving their jobs if they couldn’t work remotely. Our research study of contact center agents and managers has revealed a significant conflict: While most agents strongly prefer remote work, nearly half of the contact centers plan to bring employees…
ByPlayvox Team
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Contact centers succeed or fail on agent performance. Today’s top-performing contact center leaders know remote workforce training and agent engagement are the new imperatives for performance optimization. Whether your contact center is remote, hybrid, or moving back to the office full-time, getting agent performance right means unlocking the potential of every employee, every day. While…
ByLeslie O'Flahavan
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If your contact center agents lack writing skills, you need to learn the practical, proven coaching strategies that will help them improve.
ByNikki Quinn
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The requirement to provide a better customer experience while improving agent productivity and controlling costs is paramount in contact centers in the best of times. During a recession, it could be the difference between survival and failure. Workforce management (WFM) continues to be one of the most important contact center agent productivity tools. By optimizing…
ByPlayvox Team
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Coaching your contact center agents on their performance can either fill everyone with dread or be a productive activity that you and your agents look forward to. Either way, it needs to be done, and arming yourself with a full set of coaching tips for contact center agents will ensure the sessions are productive. Agent…
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Transforming Customer Experience: The Impact Of AI On Contact Centers