Playvox

SEPTEMBER 6, 2022

The road to the contact center of the future is winding and uncertain. Adapting to the work styles and learning preferences of your remote contact center agents is a smart place to start. What Does The Contact Center Workplace Of The Future Look Like? Flexibility, though, is the key to a smoother ride.

Contact Center 86

Contact Center Surveys Customer Support Feedback 86

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?

Contact Center 52

Contact Center contact center solutions Multichannel Average Handle Time 52

Playvox

AUGUST 15, 2022

Contact centers succeed or fail on agent performance. Today’s top-performing contact center leaders know remote workforce training and agent engagement are the new imperatives for performance optimization. Recent research by Playvox sheds new light on the state of contact center remote work.

Contact Center 77

Contact Center Gamification Surveys Management 77

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? Are you taking the right steps to evolve toward workforce engagement management? It’s also sometimes referred to as quality assurance.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

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. The State of Remote Work in Contact Centers.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

Playvox

JANUARY 30, 2024

In a contact center setting, this can mean badges, a point system, and moving up to the next level when agents perform well. Gamification works well within a contact center environment because it leverages a number of game mechanics to keep agents engaged and focused.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Playvox

NOVEMBER 18, 2021

The pandemic permanently changed the contact center landscape. Globalization and a younger workforce that prioritizes work-life balance are forces that likely would have compelled contact centers to gradually adopt a work from anywhere agent model. Benefits of Cloud Based Contact Center Solutions.

contact center solutions 52

contact center solutions Cloud contact Contact Center Schedule adherence 52

Playvox

JANUARY 12, 2023

No matter where your contact center team is physically located, bringing out their best performance can be a big challenge. Remote and hybrid work are no longer hard-to-find benefits in customer support centers. Remote and hybrid work are no longer hard-to-find benefits in customer support centers. But does it have to?

Quality management 69

Quality management Coaching Contact Center Metrics 69

Playvox

APRIL 21, 2023

Customer service has gone digital — and your contact center needs to evolve with the times. Make sure your contact center is set up for digital success behind the scenes so that you can provide the experiences your customers demand.

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

Playvox

DECEMBER 13, 2022

But now that tickets, emails, and chat have entered the picture, interaction avoidance encompasses any effort contact center agents make to bypass working with customers in any channel. What does that look like day to day in your contact center? Related Article: 3 Tips For Optimizing Your Contact Center Schedule.

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84

Playvox

FEBRUARY 1, 2024

As a contact center leader, there’s no question you’re at the heart of the conversation. In an omnichannel contact center , that may include email, text, chat, social, voice-based interactions, and more. Your customers are talking, and they have a lot to say. But there are proven methods for success.

Contact Center 93

Contact Center Best practices Surveys Feedback 93

SharpenCX

MARCH 4, 2020

To build call center improvement strategies for a better CX, put coaching and quality management into your daily routine. Daily quality management drives better performance and experiences for agents (and customers). Make automation a piece of your quality management strategy. Get the ebook. .

Call Center 84

Call Center Feedback Coaching Average Handle Time 84

SharpenCX

MARCH 25, 2021

Ramping up quality management in your call center is crucial to keeping performance high and teams operating in sync, no matter where they’re working. That’s why I’m diving in on how to use speech analytics to improve coaching and engagement in your call center. . What can speech analytics do for my call center?

Coaching 67

Coaching Analytics Call Center Quality management 67

Enghouse Interactive

OCTOBER 27, 2021

Your Biggest Contact Center Challenge? Download our Artificial Intelligence eBook Listen. Figuring Out What Customers Are Telling You. From digital natives to boomers. Anyone with a cell phone and an app, everyone expects more. They also expect to be treated in a highly personalized manner. AI Insights Lays Out How. Understand.

Upselling 98

Upselling Contact Center Analytics Surveys 98

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. What Are Call Center Efficiency Metrics? Call center managers need metrics to successfully measure agent performance and improvements to call center operations.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Noble Systems

MAY 20, 2021

The global Contact Center Intelligence Market, including speech solutions, is expected to see a CAGR of more than 25% through 2027. Most contact centers only have the resources to review a very small percentage of their call volume. Some insights are just too good to keep within the contact center.

Technology 98

Technology Interactive Voice Response Analytics Contact Center 98

Comm100

DECEMBER 12, 2017

But in order to get customer loyalty in the first place, you need to closely manage customer experience quality. Quality management means proactively improving the customer experience by researching the ‘why’ and ‘how’ of the customer journey. Quality Management Framework. Download Now. Outside-In Thinking.

Customer Experience 43

Customer Experience Quality management Morale Customer centricity 43