ByMeg Monk
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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
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If your contact center agents lack writing skills, you need to learn the practical, proven coaching strategies that will help them improve.
ByRohit Rakkar
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There’s a lot riding on your contact center schedule. Does it have enough coverage for each channel? Does it meet your agents’ needs? Does it have the right tasks at the right times? Will customers get service in the time they expect? Even when you get it all set, making sure agents stick to your…
ByNikki Quinn
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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…
ByMercer Smith
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Every single support leader has either just finished a significant tagging overhaul or is slowly coming to realize that they need to do one. Tags can be the bane of many support teams’ existences — especially if they do the process manually. That said, tags can also be one of the most significant sources of…
ByRohit Rakkar
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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
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Coaching your contact center agents on their performance can either fill everyone with dread or be a productive activity that you and your agents look forward to. Either way, it needs to be done, and arming yourself with a full set of coaching tips for contact center agents will ensure the sessions are productive. Agent…
ByMeg Monk
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Donuts in the breakroom, water cooler talk, lunch chats with teammates—they’re the little things that make going back to work on a Monday more bearable. For your remote agents, however, it’s often all work with little reward. In addition to feeling the mental and emotional weight of consumer-facing jobs, remote contact center agents are experiencing…
ByEricka Aguilar
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On June 1, 2021, SoFi became a publicly-traded company on the Nasdaq Global Market (Nasdaq). Just over six months later, on January 18, 2022, SoFi was granted a national bank charter. This period of high-stakes decisions and operational scrutiny required a clear and accurate view into many things, including SoFi’s Member Service Teams quality assurance…
ByPlayvox Team
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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…
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.