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

[fa icon="calendar'] Mar 1, 2017 9:52:27 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 9:03:00 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 8:32:00 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 10:04:00 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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How To Manage A Heavy Workload Without Increasing Staff Or Losing Efficiency

[fa icon="calendar'] Feb 15, 2017 9:00:00 AM / by Jade Longelin posted in employee engagement, quality management,, call center best practices

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"I have got too much work and not enough time to do it all". That is a statement we have all muttered to ourselves at some point in our careers.

Towards the end of 2016, a study by Wrike came out stating that nearly six in ten employees feel their workloads have gone up. A further fifth reported that work demands had increased "significantly" in the past year.

However, that's not all, 47% of respondents across various sectors stated that they work longer works to get the job done than they did a year ago. A third of managers also confirmed that they expect employees to put in this extra time and take fewer breaks to meet the demands of their growing task lists.

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How To Give Positive Employee Feedback In Your Call Center

[fa icon="calendar'] Feb 10, 2017 8:25:00 AM / by Jade Longelin posted in Coaching, employee engagement

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As a call center manager, one of the most important parts of your job is providing feedback. Regular feedback helps agents to improve their performance, stay on track to meet their goals and ensure that basic business outcomes are met.

However, a lot of feedback advice or training programs often center around constructive or negative feedback. We often forget that providing positive feedback is just as important and needs its own focus.

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2017 Is The Year AI (Artificial Intelligence) Will Tackle Customer Service

[fa icon="calendar'] Feb 8, 2017 10:07:00 AM / by Jade Longelin posted in customer experience,, quality management,

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Clearly, Artificial Intelligence (AI) is ushering a new era of convenience and service. I am reminded of this absolute truth anytime my three year old bounces into the kitchen and asks Alexa, our Amazon device, to tell her a joke or play her favorite song. The AI genie is undoubtedly out of the bottle, and there’s no telling how far this technology will go to enhance our lives.


One thing is for sure: AI in customer service is no longer a far-off dream, but a present reality. How can contact centers harness the power of AI to improve customer engagement? Read on to find out how.

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6 Tried And Proven Methods To Creating Customer Connections Through Chat And SMS

[fa icon="calendar'] Feb 3, 2017 9:36:00 AM / by Jade Longelin posted in Coaching, customer experience,, quality management,

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As unlikely as it may seem, creating customer connections can also be done via SMS and chat. According to a study on virtual relationships, people foster connections faster through virtual communication like SMS because they are not distracted by superficial distractions.

For call center agents to form deeper relationships with customers, they need to dig deep and figure out what the customer really wants. In order to do so, agents must understand how customers think and feel. From there, they can start crafting messages to build an emotional bond to keep them loyal and turn them into advocates.

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Top 50 Call Center Twitter Accounts To Follow In 2017

[fa icon="calendar'] Feb 1, 2017 9:57:00 AM / by Jade Longelin posted in customer experience,

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It's a new year. A new chance to improve our customer service and delight our customers. To achieve this, it's always a good idea to keep a pulse on industry thought leaders.

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Learning To Customize IVR Call Flows And Advanced Routing Options

[fa icon="calendar'] Jan 27, 2017 9:14:00 AM / by Jade Longelin posted in customer experience,, quality management,

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Customers reach out to your contact center for myriad reasons: to purchase or return a product, to receive service or lodge a complaint on a previously purchased good or service, to change their account settings, to solve a technical issue, to ask a question, to make a payment, to ask a complex question to a service representative… the list could go on and on.


Being able to customize IVR (interactive voice response) call flows could mean the difference between a satisfied customer or an abandoned call. Contact centers must organize and structure their IVR call flow to meet the unique needs of every customer while ensuring a streamlined experience that taps into the resources of your center efficiently and effectively.

But where to begin?

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