Playvox

FEBRUARY 20, 2024

Forty-three percent of companies in a January 2022 PwC executive survey said they would keep offering hybrid work options for employees and 30% said they’d make remote work a permanent option. It also provides employees with more flexibility and a better work-life balance, as they can create their own schedules and avoid long commutes.

Management 88

Management Gamification Calibration Quality management 88

Playvox

MARCH 12, 2024

According to a recent Gallup study , best-in-class managers use ongoing conversations to deliver feedback that celebrates successes and calibrates performance. Agents in our 2022 study said the opportunity to work remotely was the most motivating reward they could receive, followed by incentives like days off or gift cards.

Morale 78

Morale Gamification Contact Center Quality management 78

Playvox

APRIL 21, 2023

For example, A 2022 stud y by ICMI showed that while 63% of contact centers offer customer service by email, only 41% were monitoring it for quality. The right solution will make sure you can look for customer sentiment on your social media channels, third-party review sites, surveys, and more.

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

NobelBiz

APRIL 18, 2023

A well-calibrated IVR system is the cornerstone for intelligent contact center automation. Everything you need to know. Interactive Voice Response (IVR) : An IVR system allows callers to self-serve through automated menus, freeing agents to handle more complex issues.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

COPC

AUGUST 16, 2022

Avoid this common pitfall by conducting a key driver survey to understand what customers care about most. This survey asks customers detailed questions about their experience. If asked about their experience in a survey, the customer will probably indicate their dissatisfaction. Stay tuned!

Calibration 76

Calibration Metrics Benchmark Surveys 76