Agent Performance

6 Mistakes Hurting Your First Contact Resolution Metrics — And How To Solve Them

ByPlayvox Team Posted onMay 17, 2018June 1, 2023

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…

Drive Call Center Agent Motivation With These 6 Tactics

ByPlayvox Team Posted onApril 26, 2018November 22, 2021

It is the Age of the Customer. Everyone acknowledges the importance of keeping their customer base happy and loyal. But the core of keeping customers happy really begins with your employees.

How to Handle the Top 10 Customer Service Complaints

ByPlayvox Team Posted onDecember 15, 2017March 31, 2023

Customers today have higher expectations than ever. And customers with complaints reach twice as many people as customers who are satisfied. Especially with social media, it only takes a few minutes for unhappy customers to air their grievances and share negative feedback with thousands of people. In a Forbes survey, more than 1,000 consumers were…

11 Soft Skills For Customer Service Teams That Make Customers Happy

ByPlayvox Team Posted onDecember 1, 2017December 13, 2021

Soft skills are often underrated when it comes to contact centers and customer service teams. This is likely because soft skills can be rather difficult to master.

Exceeding Customer Expectations Examples: 8 Scenarios On How To Deliver

ByPlayvox Team Posted onNovember 17, 2017November 23, 2021

Customer service is about supporting customers, right? Yes, but it can be so much more than that. Customer service can completely change the way people view your company. Your brand, your product, your mission, they all shape a customer’s views before and during their positive interactions. But the second they hit a snag, the reputation…

8 Most Important Qualities Of A Call Center Agent

ByPlayvox Team Posted onJanuary 20, 2017November 20, 2021

A contact center can have all the latest software and top-of-the-line technology, but none of that matters if you don’t have the right agents.

9 Ways to Show Your Call Center Employees Some Holiday Love

ByPlayvox Team Posted onDecember 16, 2016

The holiday season is upon us once more. It’s a time for giving and showing appreciation, making it an ideal time to show your employees some love for all that they bring to your company. Without the dedicated staff manning your call center, business wouldn’t be what it is today.

Increase Contact Center Agent Efficiency With These 6 Tips

ByPlayvox Team Posted onOctober 21, 2016May 15, 2023

A contact center’s efficiency thrives on individual agent motivation and mental stamina. However, an encouraging pat on the back or a management team cheer isn’t enough to produce the results you’re hoping for. The nature of a contact center agent’s job can already be quite demanding, so it’s important to strike a balance as you…

Live Chat: Why It’s A Must And Tips To Make The Most Of It

ByPlayvox Team Posted onJune 24, 2016April 21, 2022

Gone are the days when live chat was an innovative support channel. Today, live chat is a must. Live support gives clients the chance to receive immediate answers to their questions, without having to wait for hours (or days) for a response. For your contact center, the benefits of a live chat process include slashing…

6 Strategies To Improve First Contact Resolution

ByPlayvox Team Posted onApril 2, 2013May 25, 2023

Customers who repeatedly contact agents for help can cost you — and more than just money. Your contact center agents lose time to repeated contacts, and you’ll risk a decrease in customer satisfaction, too. Companies and contact center agents must implement First Contact Resolution (FCR) strategies. Improve your FCR rate by learning what it is,…

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