ByPlayvox Team
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Let’s face it. Spreadsheets were made to manage numbers, not people. For scheduling and managing the complexities of a high-demand agent workforce, spreadsheets do not cut it. In fact, they can be a detriment to the effective operations of your contact center. If you’re struggling with forecasting, scheduling, and monitoring your workforce in real-time, you’re…
ByPlayvox Team
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For anyone asking, “What is workforce management?” there’s never been a better time to understand—and turn up—its power to transform and optimize your business. Workforce management is the critical link between today’s top-performing contact centers and thriving brands—across every industry. And it’s increasingly top-of-mind for customer experience leaders who want to help reduce costs and…
ByPlayvox Team
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As a quality assurance specialist in customer service, you play a crucial role in your contact center’s success. You have the power to improve customer experiences as part of an ongoing quality assurance program. Without your expertise, the management team may not understand where agents are struggling and they may face challenges in achieving excellent…
ByPlayvox Team
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We all know them. The bad customer service examples that evoke PTSD like they happened yesterday. That time when you were accidentally disconnected five times only to have to start fresh in the queue each time. The rude employee in the drive through who messed up your order and blamed you. Being transferred to agent…
ByPlayvox Team
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Great customer service requires clear guidelines and knowledgeable staff. You have to know and clearly define what you need from your agents. But even that isn’t enough. For a variety of reasons, your agents might not deliver the customer service you need them to. So, you have to somehow monitor what they’re doing and create…
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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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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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…
ByPlayvox Team
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You’ve provided a comprehensive CRM platform for your customer service agents to engage on. But how are you monitoring their performance and making sure that all your customer service interactions are successful?
ByPlayvox Team
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Are you tired of using spreadsheets to do quality assurance for Salesforce? QA platform, such as Playvox, that integrates with your CRM, makes it quick and easy to create QA dashboards. It allows you to do all your QA from one central location. Oversee your entire team’s stats from one user-friendly board.
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.