What Is Customer Sentiment Analysis — And Why Is It Important?

What Is Customer Sentiment Analysis — And Why Is It Important?

Words matter, but language is complex and often left to interpretation. That’s especially true in your contact center, where millions of customer interactions across dozens of platforms can leave you overwhelmed by information and unable to act on what you hear from your customers.  The rise in conversational commerce — chat interactions on a variety…

How Intelligent Contact Center Technology Reduces Agent Attrition 

How Intelligent Contact Center Technology Reduces Agent Attrition 

Contact center agent attrition can be as high as 38% — and it’s not hard to understand why.  An agent’s work is frequently monotonous, stressful — thanks to angry customers taking out their frustrations on agents — and overwhelming with too many interactions to handle. It can be a thankless, unappealing job, pushing employees to…

How Contact Center Agent Burnout Decreases Productivity (And What You Can Do About It)

How Contact Center Agent Burnout Decreases Productivity (And What You Can Do About It)

Agent burnout directly harms the quality of customer service your business provides and significantly hurts your company’s bottom line. It’s hard to ignore the fact that contact centers are plagued with high agent burnout and turnover rates. According to industry studies, average annual turnover ranges between 30-45 percent – with some centers experiencing turnover into…

9 Ways a Collaborative Culture Benefits Your Contact Center

9 Ways a Collaborative Culture Benefits Your Contact Center

Teamwork, sharing knowledge and best practices feed company culture. According to a white paper from the UNC Kenan-Flagler Business School, when collaboration permeates organizations, they experience huge bottom-line benefits, including engaged employees, attracting and retaining talent, increased velocity, and profitability. With widespread collaboration, employees are more likely engaged in their work, and embracing challenges that…

5 Shopping Trends and What They Mean to Your Contact Center

5 Shopping Trends and What They Mean to Your Contact Center

News outlets are reporting that this year’s holiday buying season is expected to start earlier than ever. But given the level of uncertainty experienced in the last 18 months – ever-changing pandemic guidance, more workers voluntarily resigning from jobs, many of us still working remotely – what impact will this have on customer behavior and…

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.

Oscar Giraldo: Culture is the Core for Playvox’s Founder and CEO

Oscar Giraldo: Culture is the Core for Playvox’s Founder and CEO

Oscar Giraldo has built Playvox, a company centered around Quality Assurance software for call centers. During the fall of 2019, Playvox founder and CEO, Oscar Giraldo attended a reception in San Francisco where he ran into several people from Rothy’s, a shoe company that recently signed on as a Playvox customer. No offense to Giraldo,…