ByPlayvox Team
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No business can afford to underestimate the importance of positive customer experience. Poor service can make a significant impact on a brand’s retention rates, causing would-be buyers to look elsewhere. In fact, bad customer service costs businesses a combined $62 billion each year. What is Bad Customer Service? Bad customer service can be defined as…
ByPlayvox Team
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A contact center is only as good as its staff, which means recruiting the right staff, providing effective training, and maintaining team engagement are essential for a call center manager.
ByPlayvox Team
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Employee productivity is key for any organization’s profitability and long-term outlook. So what does agent productivity mean for contact center managers? It starts with keeping overhead and operational costs down, while also providing excellent customer service. To reach maximum operational efficiency in a contact center, customer service agents must combine effective time management skills and…
ByPlayvox Team
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Staying motivated to keep performing at your very best can be a real challenge, as anyone who has ever worked in a call center knows all too well. Having to go into the same workplace day after day, doing the same tasks over and over … this can quickly grow tiresome if you feel disengaged…
ByPlayvox Team
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Quality assurance is vital for any call center aiming to be the best.
ByPlayvox Team
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Consumers have more power than ever today. The internet offers disgruntled buyers a valuable platform on which to air their grievances and influence fellow buyers’ decisions.
ByPlayvox Team
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With call center turnover rates at 25%-35%, it can be a challenge to maintain quality customer service. The success of your organization depends on your staff, and if you are experiencing high turnover rates, you need to ask yourself why and how can you reduce call center turnover.
ByPlayvox Team
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Gamifying the workplace is about making work feel a little bit less like work and rewarding a job well done. When we were young, we were taught things in the form of games as it allowed us to better understand the concepts. Gamifying learning kept us engaged.
ByPlayvox Team
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We don’t blame you for micromanaging. Everyone knows it’s not pleasant. Yet, sometimes we feel obligated to micromanage because of the circumstances.
ByPlayvox Team
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Wondering how to measure your First Contact Resolution metric and what it means for your contact center? First Contact Resolution (FCR) is a crucial key performance indicator (KPI) for establishing customer satisfaction and operational performance. Alongside Net Promoter Score, First Contact Resolution metrics reveal how effectively your customer service agents are resolving clients’ issues the…