Five Coaching Tips For Contact Center Agents that Work

Five Coaching Tips For Contact Center Agents that Work

Coaching your contact center agents on their performance can either fill everyone with dread or be a productive activity that you and your agents look forward to. Either way, it needs to be done, and arming yourself with a full set of coaching tips for contact center agents will ensure the sessions are productive. Agent…

Big Changes Need Big Data 

Big Changes Need Big Data 

On June 1, 2021, SoFi became a publicly-traded company on the Nasdaq Global Market (Nasdaq). Just over six months later, on January 18, 2022, SoFi was granted a national bank charter. This period of high-stakes decisions and operational scrutiny required a clear and accurate view into many things, including SoFi’s Member Service Teams quality assurance…

Playvox named a Leader on the G2 Grid® Report for Sixth Consecutive Quarter in Contact Center Quality Assurance

Playvox named a Leader on the G2 Grid® Report for Sixth Consecutive Quarter in Contact Center Quality Assurance

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…

Why Sweaty Betty Doesn’t Sweat Quality Management

Why Sweaty Betty Doesn’t Sweat Quality Management

Born and bred in the heart of London, Sweaty Betty, the women’s activewear company, was forced to navigate COVID-19 restrictions on three different continents. Having expanded beyond the UK to New York and Hong Kong, the company had to quickly pivot with pandemic lockdowns in place from brick-and-mortar retail to mostly e-commerce. The company’s contact…

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…

Playvox named a Leader on the G2 Grid® Report for the Fifth Consecutive Quarter in Contact Center Quality Assurance

Playvox named a Leader on the G2 Grid® Report for the Fifth Consecutive Quarter in Contact Center Quality Assurance

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…

Playvox Named a Leader in The Grid® Report for Contact Center Quality Assurance

Playvox Named a Leader in The Grid® Report for Contact Center Quality Assurance

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?

8 Benchmarks To Improve Your Live Chat Metrics

8 Benchmarks To Improve Your Live Chat Metrics

A live chat system gives customers direct access to help and service, wherever they are. Another bonus: Customers can multitask while waiting for an agent’s response. The same can be said for live chat agents, who can search and gather supporting information during a responsive live chat session with a customer without having to put…