2022 eBook Quality management Technology 
Playvox
JANUARY 12, 2023
In our 2022 study of contact centers in the United States and Canada, nearly 60% reported using a hybrid work model, while almost 40% of service centers were entirely remote. Related Article: 5 Ways Contact Center Managers are Adapting to Remote Work. But does it have to? Why Agents Want To Work Remotely — And Why You Should Let Them.
Playvox
DECEMBER 21, 2022
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. Performance And Quality Management. Related eBook: 9 Contact Center Metrics Essential for Success. So why the disconnect? Motivation.
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Playvox
AUGUST 30, 2022
Our 2022 research study of contact center agents and managers revealed a big conflict between these groups: Despite most agents’ appetite for remote work, almost half of contact centers plan to bring employees back to the office this year. Related eBook: 21 Interview Questions to Help You Hire the Perfect CX Candidate.
Playvox
OCTOBER 18, 2022
There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. In the end, bringing employees back is a risky move.
Playvox
JUNE 22, 2023
As a rule of thumb, a CFO is most interested in the financial metrics of call centers—agent efficiencies, cost savings, call center technology investment ROI , etc. Call center managers need metrics to successfully measure agent performance and improvements to call center operations. Why do metrics matter? Are your customers happy?
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