Webinar Top Ten Characteristics of a Winning QM Form An essential component of quality assurance, agent monitoring should be designed and implemented so your agents receive the education, coaching, and training they need to do their best work and create a world-class customer experience. Many agent monitoring programs don’t fulfill their potential because, while they…
Webinar CX Megatrends to Watch in 2022 With the first half of 2021 behind us, we’re looking ahead to 2022 to better prepare for expected changes in how companies interact with customers in and beyond the contact center. Many of the trends that emerged this year are becoming the realities of next year. We invite you…
Webinar Don’t Sweat Quality Management: Tips and Tricks from Sweaty Betty When Sweaty Betty’s brick and mortar retail business had to move online during the pandemic, there were a thousand things to think about as the company transformed into an ecommerce operation. The apparel company, which specializes in women’s activewear, puts customers and employees at…
Webinar Generational Alphabet Soup: The recipe to support an inter-generational contact center Baby boomers, GenX, Millenials and now GenZ – we are embarking on an age where four distinct and differentiated generations make up our contact center teams, and managing, motivating and inspiring this span can leave even the most experienced leaders searching for a…
Webinar Detours: Five Contact Center Success Stories on the Unexpected Route (Thanks 2020) The employee journey is just as important as the much-touted customer journey, but building trust, engagement, knowledge, and continuous improvement with employees has never been as challenging as it was during the pandemic. COVID definitely forced us all into a very unexpected…
Webinar Quality Management for Digital Customer Service and Support As the pandemic forced workers out of offices and into work from home environments, even the slowest-moving companies scrambled onto the digital transformation bandwagon. As a result, customer service transactions via chat, email and messaging set new records in 2020. After the dust has settled, many…
Webinar QA from Scratch: 3 Ingredients You Need to Cook Up the Ultimate QA Program Building a quality assurance program from the ground up is no easy feat, even for the most well-established of companies. Quality assurance is the foundation of any prosperous customer service operation, which means having a strong base is crucial. In…
Webinar Playvox WFM: Optimizing the Service Heart of Modern Business The demands of customers on businesses this past year have grown considerably. Contact centers have focused across a range of digital channels to keep up. Check out how Playvox Workforce Management helps you solve scheduling complexity in an elegant way. The Playvox team presented a…
Webinar Scaling Your QA: How a Team of Over 1,000 Remote Agents Achieve Consistent Results Managing a successful quality assurance program is a challenge in and of itself, especially a team of over 1000 employees. Ensuring quality for every single one of those agents is even harder. When the Philippines government gave them essentially 48…
Webinar A Match Made in Heaven: Playvox’s Agent Optimization Suite and Agyle Time’s Workforce Management Platform Combining the power of the Playvox Agent Optimization Suite with Agyle Time’s Workforce Management platform is a match made in heaven. With nearly 75% of customer service operations teams today working in remote environments, real-time forecasting, scheduling and monitoring…
New eBook
Transforming Customer Experience: The Impact Of AI On Contact Centers
We’re excited to announce that Playvox has joined NICE, a global leader in AI-powered contact center solutions. Together, we’ll strengthen our commitment to optimizing customer service with innovative workforce engagement tools. Stay tuned at NICE.com for more updates as we integrate and expand our capabilities to serve you even better.