Get Your Customer Support Team the Respect it Deserves
Customer support teams can get a bad rap. As a contact center leader, you need to break down stereotypes and getting your teams the respect they deserve.
Transforming Quality Management with AI
Playvox Announces AutoQA Whether you work in what is called a contact center, customer support center, or customer experience center, you likely always need to figure out how to do more with less. This need persists, even though we can easily point to research that shows: And the Forbes data cited above includes even more…
How to Properly Tag Chat Conversations — And Why It’s Essential
Customer chats are filled with insights into what your customers want and the problems they might be having. But if your agents aren’t tagging these conversations for analysis and action, you aren’t getting the full value out of your chat software. What is Conversation Tagging? Tagging is the process of assigning meaningful labels to your…
What is Customer Sentiment Analysis — and Why is it Important?
Words matter, but language is complex and often left to interpretation. That’s especially true in your contact center, where millions of customer interactions across dozens of platforms can leave you overwhelmed by information and unable to act on what you hear from your customers. The rise in conversational commerce — chat interactions on a variety…
5 Best Ways to Keep Remote Contact Center Agents Connected and Engaged
The road to the contact center of the future is winding and uncertain. Flexibility, though, is the key to a smoother ride. Adapting to the work styles and learning preferences of your remote contact center agents is a smart place to start. You’ll increase engagement now and optimize performance long-term. Research from Playvox — including…
5 Ways Contact Center Managers are Adapting to Remote Work
Want to retain your agents? What about attracting new ones for your open positions? While these might be rhetorical questions, our customers tell us again and again that agent retention has never been more important. So we’ve got two words for you: remote work. There’s no way around it — most agents are looking for…
6 Smart Reasons to Offer Remote Work in Your Contact Center
Here’s an alarming statistic: More than half (56%) of contact center agents say they’d think about leaving their jobs if they couldn’t work remotely. Our research study of contact center agents and managers has revealed a significant conflict: While most agents strongly prefer remote work, nearly half of the contact centers plan to bring employees…
3 No-Fail Remote Workforce Training Techniques Top Contact Centers Use
Contact centers succeed or fail on agent performance. Today’s top-performing contact center leaders know remote workforce training and agent engagement are the new imperatives for performance optimization. Whether your contact center is remote, hybrid, or moving back to the office full-time, getting agent performance right means unlocking the potential of every employee, every day. While…
What Is WFM (And How Does It Apply To Our Daily Lives)?
Try a quick web search, and you’ll find pages of content answering the question, “What is WFM?” But while many of the articles (and graphics and videos) provide some answers, they’re usually packed with industry jargon unfamiliar to most people. So, rather than help, all that information often leads to further confusion and misconceptions about…
How To Build A Stronger Tagging Taxonomy To Analyze Customer Feedback
Companies talk to customers every day via a wide range of channels from customer support, sales, and research interviews to surveys, reviews, and social media. All these interactions leave trails of valuable information — which you can mine for important customer insights. To understand underlying themes around customer needs and wants, it’s time to start…
