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Briana Songer

Briana Songer
Marketing Director at PlayVox

Recent Posts

10 Call Center Myths Debunked [Infographic]

[fa icon="calendar'] Apr 27, 2016 1:24:00 PM / by Briana Songer posted in infographic, call center myths, quality assurance

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Nobody wants to need customer service. We'd prefer that our orders ship perfectly, that are our credit cards clear flawlessly, and that our technology functions smoothly. But almost everyone eventually needs to deal with a call center to get issues resolved.

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How Neal Topf of Callzilla Runs a Successful Call Center

[fa icon="calendar'] Apr 18, 2016 11:37:48 AM / by Briana Songer posted in gamification, employee engagement, neal topf, callzilla, call center management

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Neal Topf, President and Co-Founder of Callzilla, has been focusing on customer experience in the call center for 11 + years, working  in Miami and Bogotá. He doesn't believe there's an 'easy button' to running a call center. Passion, innovation, and a genuine care for his employees' well-being are what make his call center successful.

Jade Longelin and Briana Songer, employee engagement advocates, were able to have a sit-down with Topf to understand what makes a quality call center executive.

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5 Call Center Vendor Management Best Practices

[fa icon="calendar'] Mar 21, 2016 6:00:00 AM / by Briana Songer posted in vendor management relationships, call center vendor management best practices, call center vendor management, call center management

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You see the big picture. While others get caught up by hype, you identify value. 

You have the weight of the company's success on your shoulders because you're accountable for the risk versus reward of the call center vendor you select.

If the vendor works out, you are credited a job well done (and hopefully a raise).

If it doesn't, your reputation and job are essentially on the line.

You are a call center vendor manager. 

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Get Your Call Center Uberfied! The Importance of Ratings for Agent Performance

[fa icon="calendar'] Feb 1, 2016 1:39:00 PM / by Briana Songer posted in customer experience,, VOC, rating tools

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Five months ago, my taxi experience was revolutionized with the Uber app (yes, I was a late bloomer). But more than the timely arrival of my cab, I was really impressed by the ability to click those 5 stars and thank my driver for the bottle of water he offered me. Gamification at its finest: A direct line of communication between my experience and the employee's performance. Power in the hands of the consumer-power to express my voice and know the right person got my feedback.

But while this type of convenient, real-time rating service is surfacing in other fields, it hasn't taken off in call centers. PlayVox is changing that.

PlayVox understands that driving data down to the agent level is what improves contact center productivity and efficiency. The release of our new star rating tool allows the customer to score their experience-providing instant feedback to their service agent.

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Three Highly Effective Strategies to Retain Call Center Employees

[fa icon="calendar'] Jan 21, 2016 4:24:00 PM / by Briana Songer posted in Workforce Optimization, employee engagement, retention

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As you start a new year, you're likely evaluating, reflecting, and planning around your call center's employee performance and quality process. Do you really know how satisfied they are in their jobs, or if they're doing their jobs as efficiently as possible? How is this ultimately affecting your customer satisfaction results?

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7 Digital Customer Experience Trends That Will Affect Your Business in 2016

[fa icon="calendar'] Dec 21, 2015 12:47:00 PM / by Briana Songer posted in Digital Customer Experience, VOC, Technology Trends

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The way in which businesses and customers interact in a digital world has changed the relationships between them. Those changes are, in no small part, a result of the speed with which customers have shown their willingness to accept advanced technology. Indeed, going forward, they will use their mobile devices to drive demand. You no doubt have questions on how the digital customer experience will affect your business in 2016. Please allow us to share our thoughts on the subject.

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What Really Motivates Your Workforce? It's More than Money

[fa icon="calendar'] Dec 1, 2015 12:23:33 PM / by Briana Songer posted in Workforce Optimization, workforce management

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Being in charge of a call center means you have a great amount of accountability.You must ensure your customers are being treated properly and with respect, while simultaneously ensuring your employees are staying happy and motivated. If employees are dissatisfied with their job, your business could be impacted greatly, especially in the areas of costly retention and poor reviews.

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Workforce Management Giving You a Headache? We've Got the Cure

[fa icon="calendar'] Nov 18, 2015 6:01:00 PM / by Briana Songer posted in Workforce Optimization, employee engagement, workforce management

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 workforce_management

Knowledge is power, as the old saying goes, and that's certainly true when it comes to workforce management and employee engagement. You probably already use a few tools to manage the human assets in your business; still, you might have questions about how consolidating your workforce management tools can save you a headache -- and money! 

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Coaching: The Art of Providing Meaningful Feedback to your Call Center Employees

[fa icon="calendar'] Nov 10, 2015 5:06:00 PM / by Briana Songer posted in Coaching, call centers, employee engagement

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 No position in your company is quite as important as your call center employees. They have a direct line to customers, sometimes when retention is on the line. The way these employees interact with these customers will help showcase the company in a positive or negative light. The way the company is portrayed depends a great deal on the amount of effort you are willing to put into these employees.

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Don't Use Gamification in Your Call Center? Here's Why You Should

[fa icon="calendar'] Nov 3, 2015 12:36:41 PM / by Briana Songer posted in Agents, gamification, workforce management

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Let's start by understanding that the term "gamification" doesn't mean giving your employees free time to play games on their personal tablets or company computers during work hours.

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