ByPlayvox Team
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Coaching your contact center agents on their performance can either fill everyone with dread or be a productive activity that you and your agents look forward to. Either way, it needs to be done, and arming yourself with a full set of coaching tips for contact center agents will ensure the sessions are productive. Agent…
ByMeg Monk
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Donuts in the breakroom, water cooler talk, lunch chats with teammates—they’re the little things that make going back to work on a Monday more bearable. For your remote agents, however, it’s often all work with little reward. In addition to feeling the mental and emotional weight of consumer-facing jobs, remote contact center agents are experiencing…
ByNikki Quinn
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We all can quickly recall examples of when we’ve received gold-star service — and at the opposite end of the spectrum — when service has been disappointing. For example, think of how an amazing restaurant experience combines well-prepared, tasty food with promptness, friendliness, and food-oriented knowledge. Then think of an example when you’ve been stuck…
ByNikki Quinn
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Are your employees excited to come to work each and every day? Or are they disengaged, disinterested, and lacking motivation? Employee engagement is one of the most challenging aspects to master in the contact center. That’s why many organizations are putting increased emphasis on improving their company culture in order to improve employee morale. One…
ByPlayvox Team
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Born and bred in the heart of London, Sweaty Betty, the women’s activewear company, was forced to navigate COVID-19 restrictions on three different continents. Having expanded beyond the UK to New York and Hong Kong, the company had to quickly pivot with pandemic lockdowns in place from brick-and-mortar retail to mostly e-commerce. The company’s contact…
ByPlayvox Team
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If you’re a contact center professional, you’re probably feeling the pain of agent staffing shortages. Due to the pandemic, we’re experiencing an unusual dynamic in the labor market right now. The U.S. unemployment rate was 5.4% in July 2021, higher than pre-pandemic levels, yet the news is full of stories about businesses of all sizes…
ByNikki Quinn
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In a world where customer experience is a key to business success, contact center agents play an important role as brand ambassadors of your organization. By the time a customer reaches an agent, they’ve likely tried all self-service options and want someone who can talk with them, understand their problem, and quickly resolve it. A…
ByPlayvox Team
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The right WFM tools can mean the difference between a business that flourishes and one that flounders. While it may sound like a bold claim, the truth is the benefits of workforce management are big, and they have far-reaching effects—not only inside contact centers, but throughout organizations and straight to the bottom line. That’s because,…
ByPlayvox Team
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Adherence. AHT. ATA. EWT. FCR. The contact center industry is full of specialized terminology, jargon, and acronyms. Whether you’re an experienced contact center leader or a newly hired call center agent, it’s challenging to learn and keep up with the latest workforce management (WFM) terminology. To help you make sense of your work life (or…
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…
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.