Freshworks streamlined processes and  enhanced efficiency with Playvox QM

Freshworks Inc., (NASDAQ: FRSH) creates AI-boosted business software anyone can use. Purpose-built for IT, customer support, and sales and marketing teams, their products are designed to let everyone work more efficiently and deliver more value for immediate business impact. Headquartered in San Mateo, California, Freshworks operates around the world to serve more than 67,000 customers, including American Express, Blue Nile, Bridgestone, Databricks, Fila, and OfficeMax. For the freshest company news, visit www.freshworks.com and follow us on Facebook, LinkedIn, and X.

Freshworks streamlined processes and  enhanced efficiency with Playvox QM

Challenges

  • Lack of optimized workflows hindered efficiency and effectiveness of evaluation procedures
  • Inefficient inference management reduced comprehension of complex situations, hindering decision-making
  • Inadequate coaching and feedback mechanisms limited continuous improvement and progress tracking

Results

  • Automated QA workload assignment improves efficiency
  • Sharing quality scores enhances transparency and collaboration
  • Customizable QA scorecards enable tailored evaluation to meet specific needs and objectives

Challenges

When Freshworks first reached out to Playvox, the team faced significant challenges from a lack of optimized workflows, resulting in diminished efficiency and effectiveness in its evaluation procedures. Furthermore, inefficient inference management compounded the issue by impeding the comprehension of complex situations, thereby hindering informed decision-making processes. Additionally, the absence of adequate coaching and feedback further exacerbated the situation, limiting opportunities for continuous improvement and hindering progress tracking efforts. These interconnected challenges posed significant obstacles to Freshworks’s ability to meet its quality evaluation objectives and drive overall improvement.

Solutions

Freshworks implemented Playvox Quality Management (QM) to tackle its challenges. First, it standardized evaluation criteria, automated tasks, and used data analytics to gain insights into agent performance and customer interactions, streamlining quality evaluations. Similarly, for inference management, Freshworks applied standardized criteria, automated tasks, and utilized data analytics to delve deeper into agent performance and customer interactions. Additionally, coaching and feedback mechanisms were enhanced by deepened understanding of evaluation methodologies and refining analytical abilities with Playvox’s assistance. This comprehensive approach aimed to boost efficiency, effectiveness, and decision-making capabilities throughout Freshworks’s evaluation processes.

Results

The implementation of Playvox Quality Management (QM) yielded significant improvements in various metrics. First, automated quality workload assignment streamlined processes and  enhanced efficiency. Second, the organization gained the capability to readily share quality scores, team-level data, fostering transparency and collaboration. Finally, customizable quality scorecards allowed for tailored evaluations, ensuring relevance and accuracy in assessments. These enhancements collectively contributed to improved performance and effectiveness in quality evaluation processes.

Learn more about Freshworks here

Freshworks streamlined processes and  enhanced efficiency with Playvox QM

“One of the primary benefits of Playvox is its ability to standardize evaluation criteria and processes across the organization. By establishing consistent evaluation standards, organizations can ensure fairness and accuracy in assessing agent performance, regardless of the channel or type of interaction.”

Freshworks

“Another key feature of contact center evaluation management software is its role in facilitating agent development and training. By providing detailed feedback and coaching recommendations based on evaluation results, this software helps agents understand their strengths and weaknesses, allowing them to focus on areas for improvement and enhance their skills.”

Freshworks

Freshworks streamlined processes and  enhanced efficiency with Playvox QM

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Freshworks streamlined processes and  enhanced efficiency with Playvox QM
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