Playvox

FEBRUARY 20, 2024

And, because the schedulers used different processes, it was a challenge to scale to meet the growing demands of their customer base. Needless to say, managing their remote work team effectively was a significant problem. Once MongoDB implemented Playvox Workforce Management, these issues were resolved.

Management 88

Management Gamification Calibration Quality management 88

Playvox

MARCH 12, 2024

Agent motivation in a call center is crucial for driving employee engagement, enhancing customer satisfaction, and increasing overall performance. When exploring how to motivate agents, it’s important to note that intrinsic motivators have a more significant impact on employee engagement and performance than extrinsic motivators.

Morale 78

Morale Gamification Contact Center Quality management 78

Serenova

MAY 29, 2020

As contact volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. Throughout the crisis, we have worked with contact center leaders to help them meet the challenges of these unprecedented times. Smart Quality Management. Calibrate regularly.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

As call volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. Throughout the crisis, we have worked with contact center leaders to help them meet the challenges of these unprecedented times. Smart Quality Management. Calibrate regularly.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83