ByPlayvox Team
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Before 2020, contact center forecasting and scheduling was considered more of an art than a science. No two schedules were the same, and lots of intuition and calculations went into building a winning formula. However, since then, changing scheduling dynamics have added layers of complexity to deriving accurate and optimal schedule forecasts. To stay current…
ByPlayvox Team
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Contact centers are the cornerstone of your company’s customer service experience. Yet, help desk, support staff, and contact center agent retention remains a serious and unresolved challenge for many organizations. According to Gartner, high levels of disengagement lead to increased costs, as well as poor employee and customer outcomes. The research finds that disengaged representatives…
ByMaria Lucia Mora
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Global Running Day celebrates the history of running. It highlights the runners’ skills, challenges, and the passion of those who have chosen this discipline as a hobby or profession. On the occasion of this global celebration held in June, we bring together the stories of three running enthusiasts at Playvox who conquer marathons worldwide and…
ByOlga Medina
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Recognition in the workplace goes beyond acknowledging your agents for their hard work. Recognition is a work culture that can help any employee in any organization feel valued and supported. When agents feel truly recognized, they are more likely to feel more engaged and improve their performance. Even though keeping your agents motivated can sometimes…
ByPlayvox Team
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Is your contact center a leader or follower when it comes to innovating agent experience? Think about the definition of innovation, then ask, “How does my contact center and leadership stack up?” Innovation is defined as “the process of bringing about new ideas, methods, products, services, or solutions that have a significant positive impact and…
ByPlayvox Team
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The future of work is an important topic of discussion for business leaders. While we can’t know for sure what the future of work will look like, one thing seems certain—flexible work is a major component in achieving satisfaction among the modern workforce. Since the COVID-19 pandemic, attitudes toward ongoing remote, hybrid, and flexible work…
ByDonna Lightfoot
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In today’s digital age, the customer service landscape is rapidly evolving, driven by shifting customer preferences and expectations. More than ever, customers are turning to digital channels when interacting with businesses, prompting a fundamental change in how contact centers operate and engage with their audience. In this article, we explore the reasons behind the increasing…
ByChrissy Calabrese
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Contact center agent turnover rates across the industry continue to clock in between 30 and 45 percent annually, with no signs of improvement. For businesses, this revolving door creates significant efficiency, productivity, and financial challenges, not to mention the day-to-day impact on morale. The simple fact is that hiring and training new agents costs more…
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,…
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.