Salesforce Service Cloud and Playvox Workforce Management Collaboration Gives CX Leaders Best of Breed Salesforce WFM

Salesforce Service Cloud and Playvox Workforce Management Collaboration Gives CX Leaders Best of Breed Salesforce WFM

AvatarByPlayvox Team Posted on

Customer experience leaders are more challenged than ever. They are under constant pressure to reduce operational overhead costs, lower recruiting, onboarding and training costs – all while exceeding customer demands and delivering exceptional customer service.  When contact center managers look to decrease overhead, they think first to eliminate manual processes through automation. They also look…

Make Every Agent Your Best Agent With WFM — Even Remotely

Make Every Agent Your Best Agent With WFM — Even Remotely

Andrés Gómez GallegoByAndrés Gómez Gallego Posted on

Agent performance optimization isn’t a new challenge for CX leaders. Post-pandemic, distributed workforces operating in remote and hybrid environments, though, have made getting the most out of your teams a lot more complicated—and important. Add uncertain economic conditions to the mix, and the need for maximum employee output is acute. The most successful contact centers strike…

Best Contact Center Software for Remote Workers

Best Contact Center Software for Remote Workers

AvatarByPlayvox Team Posted on

Working with virtual teams of agents in your contact center can sometimes mean you feel disconnected from them — or even worried that you aren’t able to properly manage their performance.  Those concerns might be why almost half of the contact center leaders in our 2022 remote work research study told us that they’re bringing…

How to Control Call Avoidance and Interaction Avoidance

How to Control Call Avoidance and Interaction Avoidance

Donna LightfootByDonna Lightfoot Posted on

During my career in workforce management, call avoidance was always an issue — regardless of the location of the business, the nature of the business, or the location of the agent.  Call avoidance, now known as interaction avoidance, denotes the steps an agent takes to avoid handling a customer interaction.  It can take time and…

Identifying (and Addressing) Call Avoidance

How To Identify And Address Call Avoidance

Donna LightfootByDonna Lightfoot Posted on

When it comes to call avoidance (or, more accurately these days, interaction avoidance), you usually know it when you see it. Unless you don’t.  It’s easier than you think to misjudge an agent in an interaction, so I’ve assembled examples of interaction avoidance along with actions you should take when it occurs. We’ll also look…

4 Ways CC AGENTS Are Adapting to Remote Work

6 Smart Reasons to Offer Remote Work in Your Contact Center

AvatarByPlayvox Team Posted on

Here’s an alarming statistic: More than half (56%) of contact center agents say they’d think about leaving their jobs if they couldn’t work remotely. Our research study of contact center agents and managers has revealed a significant conflict: While most agents strongly prefer remote work, nearly half of the contact centers plan to bring employees…

What is WFM

What Is WFM (And How Does It Apply To Our Daily Lives)?

Donna LightfootByDonna Lightfoot Posted on

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…

Improve Contact Center Agent Productivity With WFM Software

Improve Contact Center Agent Productivity With WFM Software

Nikki QuinnByNikki Quinn Posted on

The requirement to provide a better customer experience while improving agent productivity and controlling costs is paramount in contact centers in the best of times. During a recession, it could be the difference between survival and failure. Workforce management (WFM) continues to be one of the most important contact center agent productivity tools. By optimizing…

5 WFM Scheduling Tips To Make The Most Of Your Agents (and Improve Efficiency!)

5 WFM Scheduling Tips To Make The Most Of Your Agents (and Improve Efficiency!)

Rohit RakkarByRohit Rakkar Posted on

The customer experience (CX) benefits of effective Workforce Management (WFM) scheduling are clear. And, to get even more out of your WFM solution, leverage these five WFM scheduling tips and start the new year with positive momentum for lasting CX improvement. Done right, WFM scheduling also can be a critical strategy for boosting your customer…