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Announcing PlayVox - June '16 Release

Announcing PlayVox - June '16 Release

[fa icon="calendar"] Jun 8, 2016 2:13:07 PM / by Oscar Giraldo

Oscar Giraldo

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We are excited to tell you about new features and enhancements to the PlayVox platform. 

 

NEW COACHING CAPABILITIES:

Coaching progress dashboard.  

Team leaders can now track and manage the progress of agents against coaching goals and timelines.  A powerful new tool for team leaders that provides visibility on current coaching progress by agent and coaching session.  A card based system allows team leaders to move coaching sessions (cards) across a set of progress milestones.    The progress flow is customizable by administrators. Default flow is from left to right “Initial Feedback”, “FollowUp”, “Needs Attention”, “Making Progress”

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NEW!  QUALITY MANAGEMENT APPLICATION! 

Available only on a limited basis since January, our Quality Management Application is now generally available to all customers. Manage your entire QA practice on PlayVox:  

  • Design / Build  / Manage Quality Scorecards
  • Conduct employee evaluations by agent and specific customer interactions
  • Report on employee evaluations by trends, agents, analysts, coaching opportunities
  • Personalized quality dashboards for agents, team leaders, managers

For more information and a demo go to www.playvox.com and click on Get Started Now.  

Agent Dashboard with aggregate scores, progress chart, and areas for improvement. 

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That’s all for now. Stay tuned for our next release! 

 

Topics: Contact Center, Coaching, call centers, Product News, Release, quality monitoring, quality management,

Oscar Giraldo

Written by Oscar Giraldo

Founder & CEO of PlayVox - Entrepreneur on a mission to make call centers better places to work.

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