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.
ByPlayvox Team
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Anyone who has ever made a call to a customer service contact center has heard this recording: “This call may be recorded or monitored, for quality and training purposes.”
ByPlayvox Team
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We all know them. The bad customer service examples that evoke PTSD like they happened yesterday. That time when you were accidentally disconnected five times only to have to start fresh in the queue each time. The rude employee in the drive through who messed up your order and blamed you. Being transferred to agent…
ByPlayvox Team
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Keeping customers satisfied is a priority in every call center, but we all know maintaining high satisfaction rates can be an ongoing challenge.
ByPlayvox Team
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Staying motivated to keep performing at your very best can be a real challenge, as anyone who has ever worked in a call center knows all too well. Having to go into the same workplace day after day, doing the same tasks over and over … this can quickly grow tiresome if you feel disengaged…
ByPlayvox Team
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Great customer service requires clear guidelines and knowledgeable staff. You have to know and clearly define what you need from your agents. But even that isn’t enough. For a variety of reasons, your agents might not deliver the customer service you need them to. So, you have to somehow monitor what they’re doing and create…
ByPlayvox Team
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We have all been there. Dealing with the employee who can spot a loophole in an HR process a mile away, who is an expert at building a negative work environment, who can deflect attention from their lack of engagement onto the minor faults of others or the employee who genuinely thinks the universe owes…
ByPlayvox Team
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Call center agents play a pivotal role in a customer’s overall experience of a business or organization.
ByPlayvox Team
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As a contact center manager, one of the most important parts of your job is providing feedback. Regular quality feedback helps agents improve their performance, stay on track to meet their goals, and ensure that business outcomes are met. However, a lot of feedback advice or training programs centers around constructive or negative feedback. It’s…
ByPlayvox Team
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Contact center coaching is the key ingredient for improving agent performance and building an increase in overall customer satisfaction. Coaching contact center agents empowers them to learn new skills, receive feedback on their work, and fix any potential problems they experience during customer interactions. Discover the five best contact center coaching ideas and strategies to…
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.