Big Changes Need Big Data 

Big Changes Need Big Data 

On June 1, 2021, SoFi became a publicly-traded company on the Nasdaq Global Market (Nasdaq). Just over six months later, on January 18, 2022, SoFi was granted a national bank charter. This period of high-stakes decisions and operational scrutiny required a clear and accurate view into many things, including SoFi’s Member Service Teams quality assurance…

5 Ways Contact Center Capacity Planning Needs to Change in 2022

5 Ways Contact Center Capacity Planning Needs to Change in 2022

If the last 24 months have taught us anything, it’s that long-term capacity planning is in dire need of an overhaul. Our world is dynamic. Business is dynamic. And hiring is dynamic.  In the dynamic world of customer support and service, capacity planning, or the process of long-term forecasting and planning for staffing needs, can’t…

3 Key Topics Discussed at the Channel Partners Conference

3 Key Topics Discussed at the Channel Partners Conference

Last week was the Channel Partners Conference and Expo (CPC) in Las Vegas and the 25th anniversary of this event did not disappoint. In fact, the bright lights and neon that are the hallmarks of Las Vegas were an appropriate backdrop for this year’s conference. The mood among exhibitors and attendees could only be described…

Workforce Planning: How it Establishes Gold Standard Service

Workforce Planning: How it Establishes Gold Standard Service

Service standards help to establish positive and effective interactions between a customer and a business. For example, in a restaurant, customers expect a level of promptness, friendliness, service-mindedness, and food-oriented knowledge. Service quality is as important to a business as the taste of the food coming from the kitchen. No matter what kind of restaurant…

3 Tips For Optimizing Your Contact Center Schedule

3 Tips For Optimizing Your Contact Center Schedule

There’s nothing more important than creating an optimal contact center schedule to ensure you and your agents have the structure you need to provide the best service possible. But have you taken the time to check that your contact center schedule isn’t doing more harm than good? A cluttered, complicated schedule can create inefficiencies and…

Playvox Leads G2 Grid Report for Contact Center QA for the Seventh Straight Quarter

Playvox Leads G2 Grid Report for Contact Center QA for the Seventh Straight Quarter

It probably comes as no surprise that customers are at the center of all we do at Playvox. We love when our customers have the systems, processes, and tools they need to delight their customers. Every interaction our workforce engagement management (WEM) software enables helps agents love their job and encourages customers to love their…

What is Workforce Engagement Management? (And Why it Matters)

What is Workforce Engagement Management? (And Why it Matters)

As one of the newest terms to enter the contact center space, workforce engagement management (WEM) is much more than a simple change in the words we use. WEM suites are an evolutionary shift — beyond workforce optimization — brought about by the need to take customer service operations to the next level by placing…

How Retirees Returning to the Workforce Benefits Your Contact Center

How Retirees Returning to the Workforce Benefits Your Contact Center

If the labor shortage has left your contact center scrambling for staff, you might have overlooked a potential goldmine of knowledgeable, eager future team members: retirees. According to research by Goldman Sachs, five million people have left the workforce since the beginning of the pandemic, and most were over age 55 (3.4 million). Researchers say…

How to Drive Engagement with Gamification in Your Contact Center

How to Drive Engagement with Gamification in Your Contact Center

Are your employees excited to come to work each and every day? Or are they disengaged, disinterested, and lacking motivation? Employee engagement is one of the most challenging aspects to master in the contact center. That’s why many organizations are putting increased emphasis on improving their company culture in order to improve employee morale. One…

ContactBabel Report: The 2022 U.S. Contact Center Decision-Makers’ Guide

ContactBabel Report: The 2022 U.S. Contact Center Decision-Makers’ Guide

As contact centers around the world grapple with the realities of hybrid work, the Great Resignation, heightened customer expectations, and supply chain woes, many are turning to industry research and data that can provide guidance, perspective, and clarity to help them maintain and grow their CSAT and NPS scores.  Enter ContactBabel.  As a leading analyst…