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5 Ways Your Call Center Can Seduce Millennial Customers And Turn Them Into Raving Fans

[fa icon="calendar'] Mar 24, 2017 10:34:18 AM / by Jade Longelin posted in customer experience,, call center best practices

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Is your contact center prepared for the fastest growing consumer demographic? Millennials, generally born between the early 80s and late 90s are infamous for their short attention spans and social media addiction.

 

However by 2020, millennials will be spending 1.4 trillion annually, and if your contact center wants to see some of that cash flow, you need to adapt to the way this generation likes to do business.

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Lowering Inbound Call Volume To Improve Your Customer Experience

[fa icon="calendar'] Mar 17, 2017 7:27:00 AM / by Jade Longelin posted in call center best practices

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How To Use Customer Satisfaction Surveys To Gain Actionable Insights For Your Call Center

[fa icon="calendar'] Mar 15, 2017 8:51:56 AM / by Jade Longelin posted in customer experience,, call center best practices

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Customer satisfaction should be at the forefront of any customer service entity, and that includes contact centers. There are plenty of templates to be found online that will help you to determine how satisfied overall your customers are with the service they receive, but these survey results amount to nil if they don’t lead to valuable changes in your day-to-day operations and overall strategy. Read on for a guide on how to use customer satisfaction surveys to gain actionable insights for your call center.

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How Upwork Improved Their Customer Service And Upskilled Their Agents With PlayVox

[fa icon="calendar'] Mar 10, 2017 7:05:00 AM / by Jade Longelin posted in Coaching, training, quality management,

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Upwork is a premier freelancing website for business worldwide looking to hire and work with talented, independent professionals.

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5 Ways Virtual Agents Can Improve Website Customer Engagement

[fa icon="calendar'] Mar 8, 2017 6:22:00 AM / by Jade Longelin posted in customer experience,, quality management,

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According to a survey conducted by IBM, 65% of Millennials do not want to deal with a live agent at all. To address this, call centers have begun experimenting with virtual agents or chatbots.

 

A virtual agent can reduce the workload on your support staff, keep your branding consistent and stop tickets from getting escalated to higher levels.

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How To Ensure Data Security And Privacy In Your Call Center

[fa icon="calendar'] Mar 3, 2017 7:05:00 AM / by Jade Longelin posted in customer experience,, call center best practices

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In today's world, data breaches are all too common. With all the valuable customer information contact centers collect on a daily basis, it is no surprise that a medium-sized call center can get hit with over 1000 fraudulent calls a month.

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How PlayVox Can Improve Your Customer Service and Create Outstanding Service Experiences

[fa icon="calendar'] Mar 1, 2017 7:52:27 AM / by Jade Longelin posted in training, customer experience,, quality management,

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Customers are demanding now more than ever. We live in a world that is a slave to the "we want it now" culture and customer service support centers that refuse to adapt are being left in the dust.

 

If you are looking for a proactive approach to improving your customer service, it starts with investing in the right software. Statistics show that the cost of bad service can be significant and call centers that want to be successful need to be able deliver the exceptional customer experience that is expected of them.

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4 Steps To Transform Your Call Center Into An Omnichannel Superstar

[fa icon="calendar'] Feb 24, 2017 7:03:00 AM / by Jade Longelin posted in customer experience,, quality management,

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Over the past year, omnichannel has become the buzzword in the contact center industry. Yet, there are still call centers who have not evolved and continue to resist integrating new technology to step up their customer experience.


There are many reasons for this lack of adoption. Most call centers are still unsure how to get onboard the omnichannel revolution and feel overwhelmed by the sheer number of digital options available.

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How To Maintain The Human Element In Your Call Center

[fa icon="calendar'] Feb 22, 2017 6:32:00 AM / by Jade Longelin posted in customer experience,, call center best practices

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Gone are the days where call centers are defined solely by ringing phones, putting customers on hold and taking messages. Today, the modern call center has evolved into an omnichannel beast that has disrupted the relationship between customers and companies.

 

To stay relevant with the digital savvy millennial generation, call centers have adopted new technology like social media, live chat and mobile applications. As a result of this shift in consumer behaviour, the role of contact center agents and customer engagement has changed.

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What Lies Ahead For The Contact Center Industry In 2017?

[fa icon="calendar'] Feb 17, 2017 8:04:00 AM / by Jade Longelin posted in call center best practices

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As the year unfolds, call centers are readying themselves for the next big thing in 2017. While technology stays at the forefront of call center trends, they have been fine tuned to make agents' jobs easier and client experiences more personal.

 

The following are six 2017 call center trends to keep an eye on.

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