ByChrissy Cowell
Posted on
You can’t go a day (or maybe even an hour) without stumbling across the term “artificial intelligence” or “AI.” Across all industries and in our personal lives, AI is coming into its own as a tool to increase efficiency, automate tasks, and reduce costs. But how do AI and automation technologies actually help make your…
ByPlayvox Team
Posted on
Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. In uncertain economic times, they become even more critical to help navigate business health and growth.Call center leaders are under increased pressure to improve operational and agent efficiencies and look for cost-cutting opportunities while…
ByRohit Rakkar
Posted on
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…
ByJana Debusk
Posted on
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…
ByPlayvox Team
Posted on
While it might seem like just about everything is in the cloud these days, many contact centers still haven’t taken the leap. But moving to a cloud contact center can have big benefits for your company, your customers, and your agents. Moving to a cloud contact center and workforce engagement solution means shifting your data,…
ByMichelle Randall
Posted on
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
Posted on
Customer service has gone digital — and your contact center needs to evolve with the times. As younger customers make up more and more of the marketplace, they’re shifting service preferences toward digital channels. No matter where your customers get service, they’ll expect outstanding customer experience (CX), so you’ll have to be ready. Make sure…
ByKayla Turner
Posted on
Excellent time management is crucial in a contact center. Being able to strategically plan and prioritize tasks not only ensures your customers get the service and support they need in a timely manner, but it also increases agent productivity, decreases overall stress, and improves job satisfaction. Contact center solutions can dramatically change the way your…
ByPlayvox Team
Posted on
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…
ByKayla Turner
Posted on
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…