Playvox

JANUARY 30, 2024

Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. Yet managers continue to fall short. According to a recent Gallup survey , only 23% of employees worldwide and 32% in the U.S.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Playvox

JANUARY 25, 2024

Their performance and effectiveness positively or negatively impact: Customer satisfaction scores (CSAT) and net promoter scores (NPS) – Agents who are disengaged or lacking customer support knowledge can negatively impact not only your scores but overall CX.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Playvox

JANUARY 12, 2023

Remote and hybrid work are no longer hard-to-find benefits in customer support centers. Leading CX centers rely on world-class quality management and workforce management technologies to provide excellent service and support while improving efficiency and reducing costs. But does it have to?

Quality management 69

Quality management Coaching Contact Center Metrics 69

Playvox

APRIL 4, 2023

Not only are they bad for business, but they’re also bad for customer support center employees themselves. While sometimes interaction avoidance truly is an agent trying to get out of work, in many other instances, it’s a way to cope with feeling overwhelmed by customer mistreatment or aggression.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Playvox

MARCH 12, 2023

Use your leadership foundation to engage with agents about their metrics, where they’re excelling, and how they can improve. Ongoing feedback is crucial to ensuring that customer support teams are consistently giving exceptional CX. Related Article: 7 Simple Tips To Give Quality Feedback In Your Call Center 5.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Playvox

MARCH 5, 2024

And behind the scenes, how do you ensure your quality management (QM) processes are keeping up? Let’s examine the role of AI in streamlining quality management processes to help modern contact centers rise to the ever-changing customer experience landscape. Artificial intelligence (AI) can play a part.

Quality management 78

Quality management Management Contact Center Coaching 78

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. How to Make Remote Work a Win-Win Situation.

Contact Center 69

Contact Center Management Coaching contact center workforce 69