ByPlayvox Team
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More than four years after the global shutdown caused by the COVID-19 pandemic, it would be reasonable to think the effects of the Great Resignation are far behind us. If you’re a contact center leader dealing with turnover costs, though, you’re likely to argue otherwise. The hard truth is that employee turnover costs remain a…
ByPlayvox Team
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In a Deloitte survey, contact center leaders named customer experience (CX) and cost control as the top strategic priorities. These two terms may seem incongruent – how can you deliver outstanding CX while controlling costs? The answer lies in agent empowerment. By focusing on employee engagement and agent empowerment, you create contact center efficiencies and,…
ByOlga Medina
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Are you maximizing the potential of continuous learning in your contact center? Find out in this article! We’ll explore the role of continuous learning in keeping agents engaged and motivated, discuss its benefits, and include tips for implementing effective training programs and career advancement opportunities. Let’s get started! What is Continuous Learning? Continuous learning is…
ByPlayvox Team
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The perception of a contact center agent merely answering inquiries is prevalent, yet it marks the initial stage of what could evolve into a fulfilling career abundant with opportunities. Contact centers have long grappled with high turnover rates, often attributed to mundane tasks, limited career advancement prospects, and a lack of acknowledgment. Nevertheless, numerous avenues…
ByPlayvox Team
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There is nothing easy about being a customer service agent in a contact center. In their fast-paced world, every interaction counts. From resolving customer issues to promoting brand loyalty, the success of a support center hinges on the efficiency and effectiveness of its agents. In addition, with the introduction of artificial intelligence (AI), agents are…
ByPlayvox Team
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The struggle is real: Finding ways to boost agent engagement and retention with your most talented team members is crucial not only to the bottom line, but to delivering outstanding customer experience (CX). As a contact center leader, it’s advantageous to understand the real cost of employee turnover, and, more importantly, make it a strategic…
ByPlayvox Team
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As anyone who has worked in a contact center can tell you, the environment is both fast-paced and high-pressure. When the expectations from customers are at an all-time high, there can be no greater problem than agent burnout. Burned-out agents are more likely to make mistakes, be disengaged, and, more concerning, provide poor customer service….
ByMaria Lucia Mora
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In the smart city of the future, you can book medical appointments through your phone virtual assistant. You will have a series of monitoring tools at home, and technology will help predict any situation that requires urgent medical attention. With monitoring tools, you will keep track of the medication supply you need daily and receive…
ByPlayvox Team
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Artificial Intelligence (AI) has been written about increasingly frequently in the past year. There is probably one area where there are more expectations for AI than in customer experience. This makes sense since in many companies, contact centers are seen as a cost center so those operating call centers or holding support centers under their…
ByPlayvox Team
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AI has been quietly knocking on contact center doors for years. But in 2023, with the thunderous buzz around ChatGPT and generative AI, the call finally became impossible to ignore. Today, AI is solidly inside every top-performing contact center—everything from automated quality management to virtual agents. For customer experience (CX) leaders, the question is no…
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.