Turning Raw Data From Your Contact Center QA Scorecard Metrics Into Gold

Turning Raw Data From Your Contact Center QA Scorecard Metrics Into Gold

Quality assurance and monitoring is a tough, but necessary part of operating contact centers for consistently high customer experience at scale. Quality scorecard monitoring ensures customer service standards are met and exceeded using an adapted set of metrics to measure agents’ performance. But once the data is gathered, what are the next steps? How do…

Our Journey: Quality Management and Workforce Management Are Better Together

Our Journey: Quality Management and Workforce Management Are Better Together

2021 is a watershed year for Playvox. In the past 12 months, as we approach Playvox’s 10-year anniversary, we doubled our market footprint. Our global clients significantly expanded adoption of our workforce optimization products. We made our first acquisition to make learning fun for customer service agents. And our global team hit triple digits.

CXpert Insights: How Process Documentation Can Add Value for Customer Service

CXpert Insights: How Process Documentation Can Add Value for Customer Service

Any time a family member goes into the hospital for a medical condition it’s tough and concerning on the family to process all that is needed to take into account. Add to that, the one in the hospital develops complications like pneumonia and has to be placed on a respirator.

Why are Learning Programs for Remote Customer Service Teams So Important

Why are Learning Programs for Remote Customer Service Teams So Important

Working remotely offers businesses and employees a number of benefits. First and foremost, let’s talk about commuting. Research by the U.S. Census Bureau shows people in full-time roles typically spend more than 200 hours traveling to and from their jobs each year. That can’t sound appealing to anyone.