ByMeg Monk
Posted on
Contact center agent attrition can be as high as 38% — and it’s not hard to understand why. An agent’s work is frequently monotonous, stressful — thanks to angry customers taking out their frustrations on agents — and overwhelming with too many interactions to handle. It can be a thankless, unappealing job, pushing employees to…
ByLeslie O'Flahavan
Posted on
If your contact center agents lack writing skills, you need to learn the practical, proven coaching strategies that will help them improve.
ByNikki Quinn
Posted on
The requirement to provide a better customer experience while improving agent productivity and controlling costs is paramount in contact centers in the best of times. During a recession, it could be the difference between survival and failure. Workforce management (WFM) continues to be one of the most important contact center agent productivity tools. By optimizing…
ByRohit Rakkar
Posted on
The customer experience (CX) benefits of effective Workforce Management (WFM) scheduling are clear. And, to get even more out of your WFM solution, leverage these five WFM scheduling tips and start the new year with positive momentum for lasting CX improvement. Done right, WFM scheduling also can be a critical strategy for boosting your customer…
ByPlayvox Team
Posted on
If the last 24 months have taught us anything, it’s that long-term capacity planning is in dire need of an overhaul. Our world is dynamic. Business is dynamic. And hiring is dynamic. In the dynamic world of customer support and service, capacity planning, or the process of long-term forecasting and planning for staffing needs, can’t…
ByPlayvox Team
Posted on
As one of the newest terms to enter the contact center space, workforce engagement management (WEM) is much more than a simple change in the words we use. WEM suites are an evolutionary shift — beyond workforce optimization — brought about by the need to take customer service operations to the next level by placing…
ByNikki Quinn
Posted on
Are your employees excited to come to work each and every day? Or are they disengaged, disinterested, and lacking motivation? Employee engagement is one of the most challenging aspects to master in the contact center. That’s why many organizations are putting increased emphasis on improving their company culture in order to improve employee morale. One…
ByRohit Rakkar
Posted on
Contact centers can’t keep up with today’s—or tomorrow’s—sky-high customer experience expectations using yesterday’s workforce management tools. For workforce managers who want to stay ahead, it’s time to rethink the spreadsheet. You’re missing big opportunities to optimize your operations and your team if you’re still relying on spreadsheets for: The Benefits Of Workforce Management Software To…
ByNikki Quinn
Posted on
In a world where customer experience is a key to business success, contact center agents play an important role as brand ambassadors of your organization. By the time a customer reaches an agent, they’ve likely tried all self-service options and want someone who can talk with them, understand their problem, and quickly resolve it. A…
ByPlayvox Team
Posted on
Making optimal use of your contact center workforce is one of the biggest challenges for any contact center leader. Balancing the needs of your company, your customers, and your agents is a time-consuming, stressful effort — especially if you’re doing it manually. Compounding the issue is that unpredictable events — from unexpected sales growth or…
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.