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.