ByPlayvox Team
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According to a study by CCW, training is the No. 2 priority for contact centers in 2018, as they believe tools and training play crucial roles in driving the agent experience. You have to be diligent if you want to improve your agents’ performance with call center soft skills training activities. Skills like communication, questioning…
ByPlayvox Team
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Employee productivity is key for any organization’s profitability and long-term outlook. So what does agent productivity mean for contact center managers? It starts with keeping overhead and operational costs down, while also providing excellent customer service. To reach maximum operational efficiency in a contact center, customer service agents must combine effective time management skills and…
ByPlayvox Team
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Quality assurance is vital for any call center aiming to be the best. Your agents have various responsibilities depending on the type of calls your office processes. These may include handling customer queries, closing sales, resolving problems, returning calls, receiving complaints, and more. Regardless of the call’s nature, customers should always be left feeling satisfied….
ByPlayvox Team
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When you’re a contact center leader, you have plenty of daily decisions to make related to agent performance—choices that directly impact your organization’s bottom line. Not having a handle on contact center agent performance metrics, overall operational performance, and customer sentiment is not an option for you. In fact, without the means to clearly measure…
ByPlayvox Team
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We have all been there. Dealing with the employee who can spot a loophole in an HR process a mile away, who is an expert at building a negative work environment, who can deflect attention from their lack of engagement onto the minor faults of others or the employee who genuinely thinks the universe owes…
ByPlayvox Team
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Call center agents play a pivotal role in a customer’s overall experience of a business or organization.
ByPlayvox Team
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If your company is growing quickly, it’s crucial to build a sturdy foundation as you scale your customer service support team and strive to deliver exceptional customer service. This strong foundation will allow your team to be on the same page and provide uniform customer service to accomplish your contact center goals. But to achieve…
ByPlayvox Team
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Contact center coaching is the key ingredient for improving agent performance and building an increase in overall customer satisfaction. Coaching contact center agents empowers them to learn new skills, receive feedback on their work, and fix any potential problems they experience during customer interactions. Discover the five best contact center coaching ideas and strategies to…
ByPlayvox Team
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As a call center manager, you face one of the toughest jobs out there. How do you keep your team motivated despite heavy call volume, disgruntled customers and extreme pressure to deliver good customer service? With a few call center contest ideas, you can give your team members direct reasons to do their best.
ByPlayvox Team
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It’s no secret that delivering outstanding customer experience (CX) and employee experience (CX) are intrinsically linked. Yet contact centers continue to struggle with staffing shortages and high agent turnover rates. According to a recent Deloitte Digital survey, 63% of contact center leaders are facing staffing shortages and are having to get more creative and proactive…
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.