ByPlayvox Team
Posted on
Moving from a small business or “startup” mindset and stepping out into the possibility of rapid growth is a daunting experience for many small business owners. One day you’re successfully peddling your goods and services, adding clientele at a nice clip, and the next day you feel you’re losing control over the quality and consistency you…
ByPlayvox Team
Posted on
Let’s face it: waiting on hold for customer service doesn’t lead to a good experience. We’ve all been down that road too many times—waiting on our phones, multitasking in the background. The cheesy on-hold music. The automated messages on repeat breaking into the cheesy music. Obsessively checking your phone display to see just how long…
ByPlayvox Team
Posted on
We have all had days in our professional careers where we felt we had too much work and not enough time in the day to finish it all. Toward the end of 2016, a study by Wrike came out stating nearly 6 in 10 employees feel their workloads have gone up. Further, a fifth reported…
ByPlayvox Team
Posted on
Abandoned calls in your call center represent missed opportunities for excellent customer service. Whatever the reason for the abandoned call, the reality is this: the customer who needed to contact your organization didn’t get what they needed, and that doesn’t spell success. But with the right strategies, you can minimize your call abandon rate and…
ByPlayvox Team
Posted on
A contact center can have all the latest software and top-of-the-line technology, but none of that matters if you don’t have the right agents.
ByPlayvox Team
Posted on
Data is the modern language of the call center. From FCR and abandonment rates to average handling time and QWT, acronyms and numbers often tell the story of the customer experience (Okay, I made that last one up just to see if you were paying attention). But what about the story that the customer himself…
ByPlayvox Team
Posted on
Improving customer support in your contact center begins with being active on your customers’ preferred customer service channels. It’s all about meeting people where they are. If your customers are Twitterholics, you need to have stellar social media support. If the majority of your customer base is interested in chatting with a representative before making…
ByPlayvox Team
Posted on
Whether your contact center is at the top of its game or struggling to reach important KPIs, reevaluating the way you do things and implementing an action plan to improve quality scores is essential to building and maintaining an optimal workforce.
ByPlayvox Team
Posted on
An atmosphere of optimism in the workplace encourages employee growth and increased performance. But a negative, hyper-competitive environment can stunt the growth of individual employees and lead to higher turnover rates. One of the best ways to boost employee morale and establish a happier workplace environment is with an effective feedback culture. A culture of…
ByPlayvox Team
Posted on
The holiday season is upon us once more. It’s a time for giving and showing appreciation, making it an ideal time to show your employees some love for all that they bring to your company. Without the dedicated staff manning your call center, business wouldn’t be what it is today.
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.