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. What Is A Quality Management Program?

Contact Center 78

Contact Center Quality management Calibration Coaching 78

Playvox

MAY 4, 2023

Unlike my favorite fruit seller, you’ve got hundreds or thousands (or hundreds of thousands) of customer issues that require sophisticated, efficient customer care through the right contact center solutions. What Is A Digital Contact Center? Is your contact center omnichannel? It’s a win-win.

Contact Center 52

Contact Center contact center solutions Multichannel Average Handle Time 52

Playvox

FEBRUARY 1, 2024

There are three types of sentiment: Positive sentiment Neutral sentiment Negative sentiment According to the Zendesk CX 2024 CX Trends Report , 70% of consumers spend more with companies they feel provide positive experiences. Use data on trends over time to identify and understand issues, then make changes to address them.

Contact Center 93

Contact Center Best practices Surveys Feedback 93

Playvox

JUNE 22, 2023

What trends, such as AI , will shape CX in the coming years? Is your call center prepared? Allow for additional customer sentiment comments in surveys and categorize them to spot trends for improvements. Average Age Of Query This call center metric measures the average length of time unresolved customer queries stay open.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52