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…
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…
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…
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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At Playvox, customers are at the center of all we do. We know how important it is that our customers delight their customers with every interaction in contact centers around the world. That’s why we work to build the best workforce engagement management (WEM) software on the market. From quality management to workforce management, we…
ByPlayvox Team
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At Playvox, we prioritize what matters most to our customers — just like you do in your contact center! From quality management to workforce management, we strive to put not only the best, but also the most efficient and effective product on the market. That’s why our recent G2 rankings are really meaningful: people who…
ByPlayvox Team
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Managing a customer service operation is never easy. Especially now. Empowering agents and satisfying customers, all while maintaining exceptional levels of quality assurance, is nothing short of a juggling act. How do you keep up the act when you’re asked to tackle more and more each day?
ByPlayvox Team
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Measuring performance in your contact center or customer service department is an ongoing, in-depth, and insightful process. Once you implement a quality management program into your everyday operations, you should be able to continually achieve your business goals across your workforce, incorporating lessons learned from studying data to enhance all employees’ performance. However, even after…
ByPlayvox Team
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Customers today have higher expectations than ever. And customers with complaints reach twice as many people as customers who are satisfied. Especially with social media, it only takes a few minutes for unhappy customers to air their grievances and share negative feedback with thousands of people. In a Forbes survey, more than 1,000 consumers were…
ByPlayvox Team
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A contact center’s efficiency thrives on individual agent motivation and mental stamina. However, an encouraging pat on the back or a management team cheer isn’t enough to produce the results you’re hoping for. The nature of a contact center agent’s job can already be quite demanding, so it’s important to strike a balance as you…