“The major usability of PlayVox is that everything is aggregated in one centralized place.”
“This integration with Zendesk is designed to allow for a very rapid and accurate agent case QA workflows which in turn allows us a reduced headcount projection for the case QA team over the next 12-18 months as a result”
“We are currently saving so much time that we are hoping to improve the QA process and increase the number of evaluations done per agent from 4 to 12 evaluations monthly. This is something exciting for us, as we are seeing instant improvements in time and in agent engagement.”
Quality: Monitor service quality in the easiest way possible.
Performance: Solve issues on the spot with all your KPIs in one place. Playvox gives you all the information you need in real-time.
Coaching: Drive continuous agent improvement. Solve issues in NPS, AHT, CSAT, soft skills, among many others.
Learning: Send targeted trainings with our lightweight LMS.
Motivation: Recognize and reward your team based on their results.
Create unlimited QA forms and personalize them according to your quality criteria.
Randomly and automatically assign workloads for your QA team. Set weekly goals, interaction filters and wight distribution within the team.
Give your team real-time feedback and allow them to discuss evaluation results with our built-in collaboration messaging.
Generate advanced reports based on agent evaluations. Quickly identify areas of improvement and add personalized agent dashboards to give them visibility of their results.
Conduct quality calibrations, to measure and identify areas for improvement. Help your team deliver consistency in their QA evaluation process.
Connect and consolidate all your customer service KPIs. Always have your NPS, CSAT, AHT, and others, at your fingertips
By having full visibility and control of what’s happening.
Easily measure where your team members stand and identify the KPIs they need to improve on.
Create dashboards for your team to view, customize your objectives and keep track of your teams’ progress.
Create coaching sessions based on your team’s results. Send targeted coaching sessions to one or multiple
Tailor all coaching templates to your needs, recurring customer service problems and team issues.
Create interactive coaching card with goals and dates of achievement to easily organize and keep track
of all your sessions.
View your team’s progress over specific periods of time and identify the effectiveness of each coaching session.
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.
Customize your online store with rewards and gift cards for team members to exchange based on their results.
Reward your team with Karma Points and allow them to redeem their points in your customized online store.
Publicly recognize peer with badges, based on their quality results and performance.
Access our social community wall where your team can exchange ideas, ask questions and share relevant information.