ByPlayvox Team
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Nearly 75 percent of consumers expect a personalized customer journey when interacting with companies, and even more get frustrated when they don’t receive it. From the ads in our Instagram feed to our Amazon product recommendations, personalization is everywhere—including today’s contact center. Approximately 70 percent of customers say that having an agent who knows who…
ByPlayvox Team
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Working in the contact center space, you likely hear multichannel vs omnichannel thrown around a lot. Though there are similarities between the two—they both obviously have to do with the channels you use to engage with your customers—they are distinct. Most industry leaders agree that multichannel is becoming obsolete and that omnichannel is the future….
ByChrissy Calabrese
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The term “buyer’s market” is best known for describing the state of the real estate market, but it’s also applicable to contact centers. In a buyer’s market, customers have choices and can take their business elsewhere should they receive less-than-optimal products, service, and support. Likewise for agents, if they don’t feel engaged, appreciated, or see…
ByDonna Lightfoot
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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…
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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Words are important. Keywords and phrases are how we show that we are listening and that we want to help, especially those rooted in empathy. Saying the right phrase or words to a customer shows you are empathetic to the customer’s needs. In addition, saying the right words also can soothe an angry customer and…
ByPlayvox Team
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Customers depend on well-trained, well-informed service agents for a quality experience — and this only happens through effective management.
ByPlayvox Team
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Customer service agents have a tough job. As they’re representing a business or organization, they have to remain professional, courteous and respectful. This in itself can prove hard when a difficult customer is bombarding them with criticism or even abusive language.
ByPlayvox Team
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Research shows Americans are more discerning about the quality of their customer experience than ever, with 89 percent admitting to switching to a different brand after being treated poorly.
ByPlayvox Team
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Anyone who has ever made a call to a customer service contact center has heard this recording: “This call may be recorded or monitored, for quality and training purposes.”
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