Playvox

FEBRUARY 13, 2023

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. It’s not enough to stick to managing quality at the operational level. of revenue.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? How Workforce Optimization Works in a Contact Center The most valuable asset in a customer service organization or contact center is your workforce.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Playvox

APRIL 21, 2023

Customer service has gone digital — and your contact center needs to evolve with the times. As younger customers make up more and more of the marketplace, they’re shifting service preferences toward digital channels. An omnichannel customer support center connects customers’ interactions no matter where they take place.

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

SharpenCX

JANUARY 26, 2021

Once he hit the right agent (and fast), he was thrilled to learn that FedEx’s systems all calibrated to work together. Putting automation into their journey helps agents keep up with service levels and gives customers fast access to the information they need.

Best practices 76

Best practices Customer Service Interactive Voice Response Calibration 76