Zendesk + Playvox: Workforce Engagement Management for the future
Transform your business operations by connecting your Quality Management and Workforce Management in a single platform.
- Automate your Quality and Scheduling processes for Zendesk Support and Chat to get more done in less time
- Identify customer service problems in a more holistic way with line of sight to what is happening actively within the contacts being handled and the experience your agents are delivering to your customers
- Give agents real-time feedback with individualized coaching
- Motivate agents and recognize outstanding performance
Key Features
Recognize, motivate and incentivize agents
WFM
Playvox WFM forecasts volumes of all work types (chats, emails, calls, etc.) and builds schedules that serve everyone. Real-time workstream data means you always know what’s happening, anywhere, at any time (mobile devices, tablets and computers) so the unexpected can be handled immediately. Automated alerts make schedule adherence a breeze so everyone wins.
Quality
Playvox Quality Management supports way more than just audits. Create scorecards in minutes. Work collaboratively with all team members by assigning workloads to individuals for maximum velocity. Conduct calibration sessions with every auditor to ensure consistency across all scored evaluations. And go Beyond to see how you get so much more.
And Beyond…
Playvox’s Workforce Engagement Management (WEM) portfolio goes beyond QA and WFM to deliver all the ops support systems needed to drive Employee Engagement and outstanding Customer Experience. Our supporting cast of performance management, agent motivation, coaching, learning and even voice of the customer helps you create winning experiences daily.
Playvox Customer Stories
Trusted by leading
brands worldwide
“Working with Playvox Workforce Management has been a dream! They’ve been an incredible partner — super quick to help and very willing to build out functionality that makes the lives of our team easier.”
Kayla Roden
Manager of CX Operations at SeatGeek
“The QA team lives in Playvox. That was our main reason for choosing the software. But now it’s also become the agents’ home for seeing their metrics, working towards their goals, and getting their badges. It’s so much more than QA — and more than we were ever able to achieve with our previous vendor.”
Ben Segal
Director of Infrastructural Efficiency at Freshly