ByNikki Quinn
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Contact centers have changed drastically in recent years. The once “in-person” centers dealing with inbound calls have been replaced by global, distributed customer experience teams. In addition, new online channels have emerged to help companies serve customers in an increasingly digital landscape. New ways to improve customer retention and loyalty, as well as increase the…
ByRohit Rakkar
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For just about any business or department, metrics are crucial to measuring performance. For the typical contact center, metrics are the key to identifying the reason behind a bad day and being able to create operational efficiency that helps avoid a repeat. Metrics can outline whether the outcome had nothing to do with your preparation…
ByLaura Manrique
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As a result of the COVID-19 pandemic, many companies have opted for remote work. In the midst of “quiet quitting” and continued low unemployment, contact centers are leveraging remote work as a way to attract team members. The contact centers that offer this flexibility for their workforce realized that their remote workers could have the…
ByJana Debusk
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When I lived in Colombia, it seemed as if there were fruit stands on every corner. Some fruit sellers would even balance bags of fruit on sticks, running between cars to hawk their harvest. Piña (pineapple)! Tomate de árbol (tree tomato)! And my favorite, maracuya (passionfruit)! There were so many choices, but I always went…
ByMichelle Randall
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Contact center trends can directly impact success. But in an industry — and world — evolving at lightning speed, it’s harder than ever to keep up and to know which ones matter most. For the greatest impact and a clear competitive edge, contact center leaders must choose wisely when making business decisions about the trends…
ByPlayvox Team
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Engaged contact center agents are essential to the success of any customer service operation. When employees feel connected to their jobs and have meaningful goals, agent performance increases. And happy agents tend to deliver experiences that delight your customers. But disengaged agents create challenges in a customer service center. A 2021 Gartner study found that…
ByDonna Lightfoot
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Maximizing workforce management efficiency through real-time data is an often-overlooked advantage for contact centers. With real-time information, you can make crucial intraday adjustments that improve your efficiency and your customer experience. There are several roles within the workforce management space, and each one is important in its own way. Making sure you fill these key…
ByPlayvox Team
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Every workplace has its pros and cons, but contact center agents have one of the toughest jobs out there. They’re protecting and building your company’s brand — no matter what they have to deal with from customers. Just like agents are protecting your company, contact center leaders and managers need to protect them and their…
ByOlga Medina
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Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. The key to maintaining peak performance is to continuously optimize productivity and streamline operations. Whether you’re looking to implement new technologies, fine-tune your staffing strategy, or empower…
ByKayla Turner
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Running a smooth and efficient contact center can feel like the ultimate struggle, but don’t worry, you’re not alone. Providing noteworthy customer experiences is a top priority for any business, and a well-run help desk, support center, or customer service center is the key to improving contact center performance. Research from Playvox shows us that…