“PlayVox allows an expedited evaluation process. Our team is efficient, which allows us to also focus on fostering a collaborative relationship through contests, recognition, and open discussions. Our previous processes didn’t allow for such collaboration and coaching services.”
Manager of Executive Escalations
Say goodbye to spreadsheets and have total control over your quality operations.
Help your agents improve specific service interactions, CSAT, NPS, CX, compliance, behavior, and others.
Keep your team up-to-date with online learning materials, while monitoring progress and efficiency.
All customer interactions, scorecards, agent feedback and reports, in one software! And, why not run it on autopilot and make everything easier?
Create and personalize scorecards according to your evaluation criteria.
Integrate your CRM or service software and bring your customer interactions to PlayVox. Create filters and prioritize the most relevant interactions for your team.
Or use PlayVox as a standalone software!
Have workloads randomly assigned every week (automatically) for your Quality Analysts while keeping track of the team’s productivity.
Allow your agents to participate in the evaluation process with built-in collaboration, and real-time feedback within the QA evaluations.
Based on agent evaluations and customer interactions, find out what is happening in real-time. Add personalized agent dashboards and empower them to take immediate action upon this information.
Conduct quality calibrations,
measure and identify areas for improvement to make sure your
team is being consistent in their
QA evaluation process.
Coach agents based on the identified customer
service problems, as quality is achieved by driving
Create coaching sessions based on your team’s quality and performance results. They can be sent to one or multiple team members at once.
Based on recurring customer
service problems. Tailor all
sessions to your needs.
Create interactive coaching cards with goals and dates of achievement to easily organize and keep track
of all your sessions.
Create online Learning courses for your team.
Track progress and monitor efficiency.
Provide your customer service team with all the educational information they need and allow them to take lessons in the learning topics they
want to improve on.
Identify areas in which your agents need to be trained on, send them targeted Learning sessions and easily track their results.
Review your team’s progress and evaluate their knowledge by creating courses & quizzes.