ByPlayvox Team
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Customer experience is one of the most important differentiators among brands — a positive customer experience helps brands stand out in a crowded marketplace. A study by Forrester in 2021 revealed that companies that delivered ease for customers and emotionally oriented service saw a marked increase in their customer service index score. Building a customer…
ByPlayvox Team
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Reporting is a key part of a transformative quality assurance program. Effective QA reports empower you with different types of data in a fast, user-friendly format. You can view changes in performance, progression of your employees, and overall impact of quality assurance on your team without having to scour pages of complex information yourself. Reviewing…
ByPlayvox Team
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Preparation is key for effective quality assurance calibration. If you just drop your QA analysts in at the deep end and expect them to transform your customer service within a matter of days, you won’t see the results you’re hoping for.
ByPlayvox Team
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Quality assurance has the power to help any contact center or support department improve its customer experience.
ByPlayvox Team
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We all know what’s it’s like to be put on hold for several minutes, wondering how much longer we’ll have to wait before someone finally answers the phone. The best contact centers work hard to accommodate large volumes of calls and minimize the amount of time you spend in a queue, but sometimes even a…
ByPlayvox Team
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You’ve chosen to start a quality assurance program in your call center. You want to boost your customer service, enhance your agents’ performance and establish a stronger workforce right across the board.
ByPlayvox Team
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Quality assurance has the power to transform your call center’s performance and maximize customer satisfaction, but how?
ByPlayvox Team
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Customer service agents have a tough job. As they’re representing a business or organization, they have to remain professional, courteous and respectful. This in itself can prove hard when a difficult customer is bombarding them with criticism or even abusive language.
ByPlayvox Team
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Your customer service team may handle hundreds or thousands of calls every single day. Each one of these must be handled with the utmost professionalism and provide the caller with a satisfactory experience, even if they’re unable to get the exact result they have in mind.
ByPlayvox Team
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Research shows Americans are more discerning about the quality of their customer experience than ever, with 89 percent admitting to switching to a different brand after being treated poorly.
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.