Transforming Quality Management with AI

Transforming Quality Management with AI

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…

What Is Customer Sentiment Analysis — And Why Is It Important?

What Is Customer Sentiment Analysis — And Why Is It Important?

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…

4 Smart Reasons To Offer Remote Work In Your Contact Center

4 Smart Reasons To Offer Remote Work In Your Contact Center

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…

3 No-Fail Remote Workforce Training Techniques Top Contact Centers Use

3 No-Fail Remote Workforce Training Techniques Top Contact Centers Use

Contact centers succeed or fail on agent performance. Today’s top-performing contact center leaders know remote workforce training and agent engagement are the new imperatives for performance optimization. Whether your contact center is remote, hybrid, or moving back to the office full-time, getting agent performance right means unlocking the potential of every employee, every day. While…

The Great Resignation: How to Retain Your Contact Center Agents

The Great Resignation: How to Retain Your Contact Center Agents

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…

Leading A Multigenerational Workforce in the Contact Center

Leading A Multigenerational Workforce in the Contact Center

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…

3 Ways Contact Centers Can Finish the Year Strong

3 Ways Contact Centers Can Finish the Year Strong

It’s July, which means it’s half time of 2022. With two quarters down and two quarters to go, I think it’s safe to say that at some point this year, we’ve all felt uncertain about something, given the many challenges this past year has provided. At the start of the year, most contact center leaders…

How Intelligent Contact Center Technology Reduces Agent Attrition 

How Intelligent Contact Center Technology Reduces Agent Attrition 

Contact center agent attrition can be as high as 38% — and it’s not hard to understand why.  An agent’s work is frequently monotonous, stressful — thanks to angry customers taking out their frustrations on agents — and overwhelming with too many interactions to handle. It can be a thankless, unappealing job, pushing employees to…

Improve Contact Center Productivity with WFM Software

Improve Contact Center Productivity with WFM Software

The requirement to provide a better customer experience while improving productivity and controlling costs is paramount in contact centers at the best of times. During a recession, it could be the difference between survival and failure.  Workforce management (WFM) continues to be one of the most important contact center productivity tools. By optimizing the use…