Boost Agent Morale with These 6 Strategies
Playvox Blog
by Playvox Team
7M ago
Let’s face it — no one contacts your contact center to tell the person who answers the phone, text, or chat to tell your organization that they love your brand, service, or product. Most interactions that contact center agents have daily are to solve a problem or issue, adjust a payment, or ask a clarifying question.  When customer interactions are the heartbeat of business operations, one crucial factor often takes center stage – agent morale. The well-being, satisfaction, and motivation of your frontline staff play a pivotal role in shaping the customer experience. According to Harvard ..read more
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Contact Center AI: How It Can Transform Your CX
Playvox Blog
by Playvox Team
7M ago
Infusing artificial intelligence (AI) into processes is top of mind for business leaders and managers in all industries and across all job functions. Generative AI technologies truly have the power to change how we work and our ability to deliver a stellar customer experience (CX). Some of the most common uses of AI have been game changers: Virtual assistants like Siri guiding us on our way and finding information in an instant Fraud detection from our financial institutions Medical diagnoses and healthcare Contact centers are no exception and stand to gain significant business and operation ..read more
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The Power of Recognition: How to Motivate Agents Authentically
Playvox Blog
by Playvox Team
7M ago
Think about the last time you reached out to a contact center for one of the services or products that you purchased. You could have contacted the company in a multitude of ways — chat, text, social media, or even an “old-fashioned” telephone call. No matter how you may have reached out, one thing is likely to be true — you weren’t calling to tell the company how pleased you were with the product. Instead, you were contacting the company because you were unhappy and displeased with whatever it is that you purchased. When you’re working in a contact center, this is your reality — taking contact ..read more
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Driving Change: The Impact of Women in the Workplace
Playvox Blog
by Ismaily Piedra
7M ago
March 8th is International Women’s Day and represents a day of reflection, recognition, and celebration for women. On this day, we discuss efforts and struggles to overcome cultural barriers, reflect on how to work for equality, support women in the workplace, and recall the importance of human rights. It is a date of historical significance that builds momentum in diverse social, political, and cultural conversations. It should be something that is discussed every day.  Women’s history is a book full of contrasts. Worldwide, we could collect diverse stories and testimonies of mothers, si ..read more
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The Role of AI in Streamlining Quality Management Processes
Playvox Blog
by Chrissy Calabrese
7M ago
One thing that’s certain is change. This definitely applies to customer needs and preferences, and contact centers are constantly striving to stay one step ahead of evolving customer requirements. A desire for instant-access self-service options is shifting how customers want to engage. Yet, should they need help with more complex issues, a knowledgeable, responsive agent should be ready to assist. How do contact centers not only survive but thrive in this new era? And behind the scenes, how do you ensure your quality management (QM) processes are keeping up? Artificial intelligence (AI) can p ..read more
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The Future of Customer Service: AI and Human Collaboration
Playvox Blog
by Madelyn Gengelbach
7M ago
Unless you’ve been under a proverbial rock, you’ve heard and seen a massive amount of change in customer service — particularly in the past year. Many are pronouncing that there is no greater revolution in customer care than what’s happening right now. Directors and managers of call centers are likely getting questioned by peers in leadership with questions such as, “How are we prepared for Artificial Intelligence (AI)?” “What are we doing to leverage the latest technology?” And, finally, “What is the future of customer service?” But First, A Look Back at Changes in Customer Service Before we ..read more
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The Future Of Workforce Engagement: How To Integrate AI
Playvox Blog
by Chrissy Calabrese
8M ago
The term “buyer’s market” is best known for describing the state of the real estate market, but it’s also applicable to contact centers. In a buyer’s market, customers have choices and can take their business elsewhere should they receive less-than-optimal products, service, and support. Likewise for agents, if they don’t feel engaged, appreciated, or see a growth path, they too can take their talent to another organization. In a buyer’s market, what is the future of workforce engagement? How do you keep your best employees engaged, motivated, and empowered? Attract new talent? One way to tack ..read more
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Adapting to a Global Workforce: Managing Remote Teams Effectively
Playvox Blog
by Playvox Team
8M ago
While the pandemic may seem distant in some of our minds, one shift remains prevalent long after it became safe to go back to offices — the need and desire to work remotely. Not only do contact center agents want additional flexibility in their work schedules, but many leaders saw that agents did not need to be in a defined office space to get their jobs done well. However, managing remote teams effectively comes with its own set of challenges.  First, let’s define remote work. Remote work is the practice of working from a location other than the traditional office setting. This could be ..read more
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AI in Quality Management: A Game Changer for Contact Centers
Playvox Blog
by Chrissy Calabrese
8M ago
Artificial intelligence (AI) has permeated many aspects of our work and personal lives. From driving assistance to data analysis to chatbots, generative AI (GenAI) is finding its usefulness in a host of ways across all industries. One of the most impactful uses is how AI is transforming customer experience (CX). Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey. When you unlock the benefits of AI in quality m ..read more
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Identifying And Cultivating Top Talent In Your Contact Center
Playvox Blog
by Playvox Team
8M ago
In an economy that’s pitched more than a few curveballs over the last five years, retaining and growing a loyal customer base is consistently a winning business strategy. As a contact center leader, the top agents you hire, train, and manage are the clutch players. They are among your organization’s most valuable assets, and you depend on them to deliver loyalty-building customer experiences every day, with every interaction. Successfully cultivating top talent is a customer experience fundamental because it’s so closely tied to the overall success of your organization—in any economic climate ..read more
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