ByLeslie O'Flahavan
Posted on
These are difficult times, and our anxious customers need us more than ever. Some of them need help with a simple task, like “How do I add a new driver to my auto insurance policy?” Others need help solving a problem: “Why was I charged twice for inflight WiFi?” All of our customers need our…
ByDonna Lightfoot
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When it comes to call avoidance (or, more accurately these days, interaction avoidance), you usually know it when you see it. Unless you don’t. It’s easier than you think to misjudge an agent in an interaction, so I’ve assembled examples of interaction avoidance along with actions you should take when it occurs. We’ll also look…
ByDonna Lightfoot
Posted on
Call avoidance is a common issue in contact centers and must be dealt with to ensure a positive experience for your customers. But agents can quickly become frustrated and overwhelmed when dealing with irate customers and high contact volumes, leading them to avoid interactions. While the issue is not unusual, it’s easier to manage if…
ByTadas Labudis
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Any good product manager will tell you that a big part of their job is forming a deep understanding of customer needs. User idea suggestion portals are a helpful tool in doing that, but they might not be the best (or only) one for the job. What Are Idea Portals And How Do They Work?…
ByTadas Labudis
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Zendesk is an extremely powerful platform, but sometimes it can be hard to know exactly what people are talking about in your tickets, especially if you have hundreds of them — or even hundreds of thousands. Tagging lets you make sense of all that incoming information and take action for your customers. Whether you go…
ByIsmaily Piedra
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If your contact center is like most, you probably have a robust set of guidelines that document your procedures, detail your standards, and outline how employees should handle various situations. But one thing many contact centers are missing is a remote work company policy. In our 2022 remote work study, we found that nearly all…
ByPlayvox Team
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There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. But only 40% of support center managers we talked to said they…
ByPlayvox Team
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The end of summer signals a familiar and important pivot. For many remote contact centers, it’s time to shift into a busier season, when the stakes are especially high for customer experience. Most people, including customer service agents, are ready for a restart, which makes now the perfect time for contact center leaders to revisit…
ByLeslie O'Flahavan
Posted on
Some people think live chat is the perfect customer service channel. If staffed properly, it’s instantaneous. A chat can be as short or long as the customer needs it to be. Customers can chat while they multitask at work or home. Agents can ask probing questions to discover the best way to help. The chat…
ByTadas Labudis
Posted on
Accurately tagging your customer interactions in Zendesk is more important than you think. Learn more about how and why tagging customer conversations matters.
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.