Deliver exceptional experiences daily with Playvox Workforce Engagement Management

Unlock the full potential in every employee and every interaction with Playvox WEM solutions. Transform customer service operations into hubs of efficiency, engagement, and effectiveness.

Workforce engagement management tools

Save Time with Workforce Management

WFM software that helps you intelligently forecast, schedule, and monitor your workforce in real-time.

AI-powered forecasting.

Real-time data and self-adjusting algorithms are used to continuously improve scheduling accuracy and reduce staffing costs. Synchronous and asynchronous workloads are seamlessly handled for omnichannel environments.

Efficient scheduling.

Receive shortcoming alerts to balance staffing with desired customer experience levels. Monitor schedule adherence and occupancy throughout the day. Avoid over-scheduling to reduce costs and under-scheduling to maintain customer service levels.

Optimized agent-level dashboards.

Drill-down reports real-time data from phone, chat, social media, and ticketing platforms provide insight into key measures — punctuality, adherence, occupancy, service levels, workstreams/queues, schedule tasks, forecasts, and more.

Improve CSAT with Quality Management

Standardize and improve customer service as you scale with an integrated and comprehensive quality assurance solution.

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Improved customer experience (CX).

A Quality Assurance system for chat, support tickets, and text-based interactions, enabling you to automate and improve QA processes with features like flexible scoring, feedback by question, second evaluators, and group scorecards.

Powerful interaction filtering.

Easy to identify the desired interactions across channels. Filter any field in your CRM or support software such as ticket type, priority, status or close date. Better yet, create custom fields in Playvox Quality for even more powerful filtering.

Automated and collaborative workflows.

With Playvox Workloads, automatically distribute customer interactions to analysts for evaluation based on powerful filters. The Calibrations feature makes it easy to compare QA analyst responses with expert opinions and ensure an organization-wide quality standard.

Empower agents with omnichannel solutions and improve CX

From your agents and quality analysts to workforce schedulers and management, Playvox has the tools and real-time intelligence needed to improve the customer experience and boost revenue.

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Learning

Designed for customer service teams, Playvox Learning provides an interactive training and development platform to easily create courses and track progress.

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Motivation

Engage, motivate, recognize, and reward top talent with a community forum, digital badges, and an online store to inspire higher team performance.

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Voice of the Customer (VoC)

An agent-centric survey tool that humanizes the feedback collection process of CSAT, CES and NPS to better understand customer sentiment.

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Performance

Use Playvox Performance to easily create and track custom KPIs and combine with standard customer service KPIs for a holistic view of team performance.

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Coaching

Drive continuous team improvement with coaching sessions based on QA results. Improve call handling, behaviors, compliance, and soft skills.

Playvox Workforce Engagement Management allows for easier, more effective work for every employee, everywhere.