Playvox

APRIL 4, 2023

That’s why, when managers see an employee struggling to deliver the right customer experience, they should take an empathetic approach to discover what might be wrong under the surface. Recall that according to Gartner, disengaged agents make interactions harder for the customer, which is likely to show up as longer handle times.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Playvox

MARCH 27, 2023

Providing agents with a unified interface that integrates with all the necessary systems and applications can save time, increase efficiency, and reduce the likelihood of errors. Playvox offers a Quality Management suite that welcomes you to the digital era. Request a demo today to learn more!

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Playvox

JUNE 22, 2023

These metrics or key performance indicators (KPIs) are put in place to help leaders benchmark and track improvements to agent performance, call center operations, and ultimately how these metrics lead to improved customer service delivery and outstanding customer experience. Want to learn more about key call center efficiency metrics?

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Balto

NOVEMBER 28, 2023

Call center quality management can present numerous challenges for your business. More often than not, you’ll find yourself dealing with one of the following two issues: a lack of data for accurate quality management, or an abundance of data with limited ability to transform it into useful insights.

Quality management 52

Quality management Call Center Management Contact Center 52