ByPlayvox Team
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Customer service has gone digital — and your contact center needs to evolve with the times. As younger customers make up more and more of the marketplace, they’re shifting service preferences toward digital channels. No matter where your customers get service, they’ll expect outstanding customer experience (CX), so you’ll have to be ready. Make sure…
ByPlayvox Team
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Every workplace has its pros and cons, but contact center agents have one of the toughest jobs out there. They’re protecting and building your company’s brand — no matter what they have to deal with from customers. Just like agents are protecting your company, contact center leaders and managers need to protect them and their…
ByPlayvox Team
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Customer experience leaders are more challenged than ever. They are under constant pressure to reduce operational overhead costs, lower recruiting, onboarding and training costs – all while exceeding customer demands and delivering exceptional customer service. When contact center managers look to decrease overhead, they think first to eliminate manual processes through automation. They also look…
ByPlayvox Team
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With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. If they don’t get it, they’re likely to move on, costing your business money in the long run. A…
ByPlayvox Team
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Working with virtual teams of agents in your contact center can sometimes mean you feel disconnected from them — or even worried that you aren’t able to properly manage their performance. Those concerns might be why almost half of the contact center leaders in our 2022 remote work research study told us that they’re bringing…
ByPlayvox Team
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There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. But only 40% of support center managers we talked to said they…
ByPlayvox Team
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The end of summer signals a familiar and important pivot. For many remote contact centers, it’s time to shift into a busier season, when the stakes are especially high for customer experience. Most people, including customer service agents, are ready for a restart, which makes now the perfect time for contact center leaders to revisit…
ByPlayvox Team
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Words matter, but language is complex and often left to interpretation. That’s especially true in your contact center, where millions of customer interactions across dozens of platforms can leave you overwhelmed by information and unable to act on what you hear from your customers. The rise in conversational commerce — chat interactions on a variety…
ByPlayvox Team
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The road to the contact center of the future is winding and uncertain. Flexibility, though, is the key to a smoother ride. Adapting to the work styles and learning preferences of your remote contact center agents is a smart place to start. You’ll increase engagement now and optimize performance long-term. Research from Playvox — including…
ByPlayvox Team
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Want to retain your agents? What about attracting new ones for your open positions? While these might be rhetorical questions, our customers tell us again and again that agent retention has never been more important. So we’ve got two words for you: remote work. There’s no way around it — most agents are looking for…
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.