ByPlayvox Team
Posted on
As a quality assurance specialist in customer service, you play a crucial role in your contact center’s success. You have the power to improve customer experiences as part of an ongoing quality assurance program. Without your expertise, the management team may not understand where agents are struggling and they may face challenges in achieving excellent…
ByPlayvox Team
Posted on
You’ve hired quality assurance analysts to help your contact center agents improve their customer service. You’ve introduced them to the team, incorporated them into your everyday processes, and are eagerly awaiting the fruits of their labor. But while the foundation for success is laid, contact center key performance indicators need to be applied to your…
ByPlayvox Team
Posted on
Customer satisfaction is paramount for any successful brand. Even the biggest global companies are guilty of underestimating the value of a positive customer experience (CX) from time to time.
ByPlayvox Team
Posted on
Customers depend on well-trained, well-informed service agents for a quality experience — and this only happens through effective management.
ByPlayvox Team
Posted on
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
Posted on
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
Posted on
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
Posted on
Quality assurance has the power to help any contact center or support department improve its customer experience.
ByPlayvox Team
Posted on
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
Posted on
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.
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.