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?

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.

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…

Why QA and Performance Management Aren’t Enough Anymore

Why QA and Performance Management Aren’t Enough Anymore

Contact center agents are on the front lines in terms of your business’ contact with your buyers. Their performance is paramount to attracting and retaining customers as well as generating revenue. None of this is a surprise. What is, however, is the toolset and metrics-tracking required to optimize agent performance. You want your agents trained,…