ByPlayvox Team
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Let’s face it. Spreadsheets were made to manage numbers, not people. For scheduling and managing the complexities of a high-demand agent workforce, spreadsheets do not cut it. In fact, they can be a detriment to the effective operations of your contact center. If you’re struggling with forecasting, scheduling, and monitoring your workforce in real-time, you’re…
ByPlayvox Team
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After another successful year, Playvox is humbled to have been honored by TrustRadius as the recipient of the 2021 Top Rated Award in the Call Center Workforce Optimization category. With a trScore of 9.1/10 and more than 63 verified ratings and reviews, all of us at Playvox are thankful to be recognized by the TrustRadius…
ByPlayvox Team
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For anyone asking, “What is workforce management?” there’s never been a better time to understand—and turn up—its power to transform and optimize your business. Workforce management is the critical link between today’s top-performing contact centers and thriving brands—across every industry. And it’s increasingly top-of-mind for customer experience leaders who want to help reduce costs and…
ByPlayvox Team
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As a quality assurance specialist in customer service, you play a crucial role in your contact center’s success. You have the power to improve customer experiences as part of an ongoing quality assurance program. Without your expertise, the management team may not understand where agents are struggling and they may face challenges in achieving excellent…
ByPlayvox Team
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Your contact center depends on building long lasting relationships with loyal customers, earning their trust and ultimately delivering industry-leading service. After all, 64 percent of consumers believe a quality experience matters more than price. But how do you know if you’re actually doing all you can to forge such lasting bonds?
ByPlayvox Team
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How important is a positive customer experience?
ByPlayvox Team
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A contact center is only as good as its staff, which means recruiting the right staff, providing effective training, and maintaining team engagement are essential for a call center manager.
ByPlayvox Team
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Great customer service requires clear guidelines and knowledgeable staff. You have to know and clearly define what you need from your agents. But even that isn’t enough. For a variety of reasons, your agents might not deliver the customer service you need them to. So, you have to somehow monitor what they’re doing and create…