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…
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…
ByTadas Labudis
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Customer support teams can get a bad rap. As a contact center leader, you need to break down stereotypes and getting your teams the respect they deserve.
ByMichelle Randall
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Playvox Announces AutoQA Whether you work in what is called a contact center, customer support center, or customer experience center, you likely always need to figure out how to do more with less. This need persists, even though we can easily point to research that shows: Companies that lead in customer experience outperform laggards by…
ByPlayvox Team
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Words matter, but language is complex and often left to interpretation. That’s especially true in your contact center, where millions of customer interactions across dozens of platforms can leave you overwhelmed by information and unable to act on what you hear from your customers. The rise in conversational commerce — chat interactions on a variety…
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 2022 research study of contact center agents and managers revealed a big conflict between these groups: Despite most agents’ appetite for remote work, almost half of contact centers plan to…
ByDonna Lightfoot
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Try a quick web search, and you’ll find pages of content answering the question, “What is WFM?” But while many of the articles (and graphics and videos) provide some answers, they’re usually packed with industry jargon unfamiliar to most people. So, rather than help, all that information often leads to further confusion and misconceptions about…
ByPlayvox Team
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In spring 2021, roughly one year into the COVID-19 pandemic, an unprecedented change occurred in the workplace. There was a mass exodus. Quit rates skyrocketed as workers gave notice and set out to find greater satisfaction in their livelihoods, pursue higher wages, and discover their true professional purpose. In April 2021, a record 4 million…
ByPlayvox Team
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A contact center is a perfect place for a multigenerational team. There’s so much to do and so many types of customers to work with — not to mention so many channels to manage — that having a team of agents with different strengths will invigorate your customer experience. Tapping into the capabilities of your…