ByPlayvox Team
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At the heart of every contact center is a team of agents who want to show up every day and do their best work. Even when your agents are working remotely, a strong team spirit is central to customer satisfaction and agent performance. How do the best call center managers keep morale high and performance…
ByPlayvox Team
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Are your call center agents fully prepared and offering the best possible care for your customers? You have likely heard about or even experienced frustrated customers venting on social media and other channels after not getting the support they needed.
ByPlayvox Team
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The foundation of a successful business relies on its customers. Simply coasting through without hearing feedback from them will most likely lead to misfortunes financially. Any business that suffers in that regard probably won’t be around for too long. Customer service feedback is important to any business. It helps build the company and improves customer…
ByPlayvox Team
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It’s only natural for humans to want to feel understood and heard, especially with the chaos and anxiety permeating the atmosphere these days. In order to successfully validate a customer’s wants and needs, empathy is a must. Agents with strong empathic abilities are overall better at creating long-term customer relationships. Of course, this is easier…
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.
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.