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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What songs would you include if you had the chance to create the soundtrack of your workforce engagement management (WEM) experience? We surveyed our Playvox experts, and our soundtrack will be a crossover party playing all the musical fields, from classical jazz to rock. Discover how your workforce engagement management band can perform better with…
ByPlayvox Team
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To say that today’s world is “fast-paced” would be an understatement. Whether they’re accessing instant streaming content, same-day delivery, or real-time social media updates, consumers these days expect immediate gratification. The same thing can be said about timely customer service. Speedy customer support is no longer nice to have — it’s table stakes. In this…
ByPlayvox Team
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Before 2020, contact center forecasting and scheduling was considered more of an art than a science. No two schedules were the same, and lots of intuition and calculations went into building a winning formula. However, since then, changing scheduling dynamics have added layers of complexity to deriving accurate and optimal schedule forecasts. To stay current…
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…
ByPlayvox Team
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In a Deloitte survey, contact center leaders named customer experience (CX) and cost control as the top strategic priorities. These two terms may seem incongruent – how can you deliver outstanding CX while controlling costs? The answer lies in agent empowerment. By focusing on employee engagement and agent empowerment, you create contact center efficiencies and,…
ByPlayvox Team
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There is nothing easy about being a customer service agent in a contact center. In their fast-paced world, every interaction counts. From resolving customer issues to promoting brand loyalty, the success of a support center hinges on the efficiency and effectiveness of its agents. In addition, with the introduction of artificial intelligence (AI), agents are…
ByPlayvox Team
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The struggle is real: Finding ways to boost agent engagement and retention with your most talented team members is crucial not only to the bottom line, but to delivering outstanding customer experience (CX). As a contact center leader, it’s advantageous to understand the real cost of employee turnover, and, more importantly, make it a strategic…
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Transforming Customer Experience: The Impact Of AI On Contact Centers