ByPlayvox Team
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Words are important. Keywords and phrases are how we show that we are listening and that we want to help, especially those rooted in empathy. Saying the right phrase or words to a customer shows you are empathetic to the customer’s needs. In addition, saying the right words also can soothe an angry customer and…
ByPlayvox Team
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Customer experience is more than a trendy buzzword these days – it’s a customer service necessity.
ByPlayvox Team
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A live chat system gives customers direct access to help and service, wherever they are. Another bonus: Customers can multitask while waiting for an agent’s response. The same can be said for live chat agents, who can search and gather supporting information during a responsive live chat session with a customer without having to put…
ByPlayvox Team
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Contact center BPOs consistently face high agent attrition rates, which can cost a host of problems, from productivity to customer service to financial related issues. According to a recent ContactBabel study, agent attrition in the BPO industry is around 49%, more than double the rate for all occupations in the U.S.
ByPlayvox Team
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Remote customer service is not just a growing trend in the workplace today — like many jobs, these roles are becoming permanent. More companies are allowing employees to work from home or hiring workers from all around the world to work on the same digital team. If you’re considering testing the waters, it may sound…
ByPlayvox Team
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Playvox quality assurance software is now available on the Salesforce AppExchange, offering Salesforce Service Cloud customers the ability to enhance their customer service capabilities quickly and easily.
ByPlayvox Team
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Keeping employees happy and motivated is challenging in any workplace, and agent motivation is especially difficult for contact centers. Although you might think employee happiness is less of a priority than ROI, customer experience, or profit margins — research shows that happy employees are more productive. It’s here, at the juncture of happiness and productivity,…
ByPlayvox Team
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People are working remotely more than ever thanks to the proliferation of online productivity, communication tools, and of course, the pandemic. At the beginning of the pandemic, 31% of employees worked from home at least part-time. By March 2020, that number grew to 45% and then grew again to 62% by April 2020, according to…
ByPlayvox Team
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If you’re focused on strengthening customer service within your contact center, the first step is to boost your agents’ performance. Why? Because agent performance directly impacts customer satisfaction and sales. Agents are the foundation and most important asset of your company — they’re on the front lines. They’re in constant communication with your customers and…
ByPlayvox Team
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Creating coaching sessions is an ideal way to help drive your employees to a better standard of performance at their desks: no need to pull them away from their work for a face-to-face meeting in a stuffy conference room; no need to disrupt their schedule for longer than is absolutely necessary.
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.