ByPlayvox Team
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Anyone who has ever made a call to a customer service contact center has heard this recording: “This call may be recorded or monitored, for quality and training purposes.”
ByPlayvox Team
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We all know them. The bad customer service examples that evoke PTSD like they happened yesterday. That time when you were accidentally disconnected five times only to have to start fresh in the queue each time. The rude employee in the drive through who messed up your order and blamed you. Being transferred to agent…
ByPlayvox Team
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Keeping customers satisfied is a priority in every call center, but we all know maintaining high satisfaction rates can be an ongoing challenge.
ByPlayvox Team
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Whether you’re lifting up customer service agents who fall behind or making superstars even better, coaching methods for customer service are more important now than ever before.
ByPlayvox Team
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When you dive into looking at ways you can improve customer service, the first areas you need to examine are ways to improve the effectiveness of your team as engaged and motivated agents are much more likely to deliver outstanding customer experiences. That’s why you need to employ call center coaching tools to help keep…
ByPlayvox Team
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According to a study by CCW, training is the No. 2 priority for contact centers in 2018, as they believe tools and training play crucial roles in driving the agent experience. You have to be diligent if you want to improve your agents’ performance with call center soft skills training activities. Skills like communication, questioning…
ByPlayvox Team
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Employee productivity is key for any organization’s profitability and long-term outlook. So what does agent productivity mean for contact center managers? It starts with keeping overhead and operational costs down, while also providing excellent customer service. To reach maximum operational efficiency in a contact center, customer service agents must combine effective time management skills and…
ByPlayvox Team
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Staying motivated to keep performing at your very best can be a real challenge, as anyone who has ever worked in a call center knows all too well. Having to go into the same workplace day after day, doing the same tasks over and over … this can quickly grow tiresome if you feel disengaged…
ByPlayvox Team
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Quality assurance is vital for any call center aiming to be the best. Your agents have various responsibilities depending on the type of calls your office processes. These may include handling customer queries, closing sales, resolving problems, returning calls, receiving complaints, and more. Regardless of the call’s nature, customers should always be left feeling satisfied….
ByPlayvox Team
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Great customer service requires clear guidelines and knowledgeable staff. You have to know and clearly define what you need from your agents. But even that isn’t enough. For a variety of reasons, your agents might not deliver the customer service you need them to. So, you have to somehow monitor what they’re doing and create…
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.