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…
ByOlga Medina
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Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. The key to maintaining peak performance is to continuously optimize productivity and streamline operations. Whether you’re looking to implement new technologies, fine-tune your staffing strategy, or empower…
ByPlayvox Team
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Working with virtual teams of agents in your contact center can sometimes mean you feel disconnected from them — or even worried that you aren’t able to properly manage their performance. Those concerns might be why almost half of the contact center leaders in our 2022 remote work research study told us that they’re bringing…
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…
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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Are your call center agents fully prepared and offering the best possible care for your customers? You have likely heard about or even experienced frustrated customers venting on social media and other channels after not getting the support they needed.
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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Customer service agents have a tough job. As they’re representing a business or organization, they have to remain professional, courteous and respectful. This in itself can prove hard when a difficult customer is bombarding them with criticism or even abusive language.