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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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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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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As a contact center manager, one of the most important parts of your job is providing feedback. Regular quality feedback helps agents improve their performance, stay on track to meet their goals, and ensure that business outcomes are met. However, a lot of feedback advice or training programs centers around constructive or negative feedback. It’s…
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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Contact centers are the front line of customer service! So it’s crucial to have your finger on the pulse of common contact center problems to solve them effectively.
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…
ByPlayvox Team
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Quality assurance management is no easy feat. Trying to maintain a standard of quality can be challenging, especially if you are a large team or just starting to put in place your quality assurance process.
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.