ByOlga Medina
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Are you optimizing internal communication in your contact center for better customer service? Find out in this article! We’ll explore the critical role of internal communications in delivering superior customer service, discuss tools and strategies that can enhance collaboration and information sharing among team members, and provide actionable tips for improving your internal communication strategy….
ByDonna Lightfoot
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In recent years, the contact center industry has undergone a significant transformation, with remote work becoming increasingly prevalent. A recent Gallup survey found that 8 in 10 people are currently working remotely or in hybrid environments. While this shift offers numerous benefits, including greater flexibility and access to a wider talent pool, it also presents…
ByPlayvox Team
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Customer service technology that delivers measurable, positive results starts with people—not technology. According to Gartner research published in the Harvard Business Review, optimizing customer experience (CX) is not about shiny, over-the-top digital capabilities or automation alone. For customer service technology to truly move the needle, it must bridge technology and human-to-human connections—connections that begin and…
ByMaria Lucia Mora
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Are you willing to give your contact center agents a daily reminder to join a meditation class? Will you provide your on-site team time to join a yoga room? Is your company ready to take employee experience to the next level? If you answered yes to all these questions, your contact center might be ready…
ByMaria Lucia Mora
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In June, we proudly celebrate Pride Month where we walk alongside the LGBTQ+ community, commemorating and celebrating the advances in human rights issues that allow everyone to feel free and safe anywhere. Creating more spaces to learn about Diversity, Equity, Inclusion, and Belonging (DEIB) in the workplace is a constant task that involves us all,…
ByPlayvox Team
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Consumers prefer to go digital in just about every aspect of their lives, including their business and brand interactions. That’s why companies are increasingly investing in digital transformation to serve consumers, meet their expectations, and stay competitive. But what exactly does digital customer service entail, and how can you make it truly effective? In this…
ByPlayvox Team
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Contact centers are the cornerstone of your company’s customer service experience. Yet, help desk, support staff, and contact center agent retention remains a serious and unresolved challenge for many organizations. According to Gartner, high levels of disengagement lead to increased costs, as well as poor employee and customer outcomes. The research finds that disengaged representatives…
ByMaria Lucia Mora
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Global Running Day celebrates the history of running. It highlights the runners’ skills, challenges, and the passion of those who have chosen this discipline as a hobby or profession. On the occasion of this global celebration held in June, we bring together the stories of three running enthusiasts at Playvox who conquer marathons worldwide and…
ByPlayvox Team
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Is your contact center a leader or follower when it comes to innovating agent experience? Think about the definition of innovation, then ask, “How does my contact center and leadership stack up?” Innovation is defined as “the process of bringing about new ideas, methods, products, services, or solutions that have a significant positive impact and…
ByPlayvox Team
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The future of work is an important topic of discussion for business leaders. While we can’t know for sure what the future of work will look like, one thing seems certain—flexible work is a major component in achieving satisfaction among the modern workforce. Since the COVID-19 pandemic, attitudes toward ongoing remote, hybrid, and flexible work…
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