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Why You Need to Use Gamification to Engage Call Center Employees

[fa icon="calendar'] Oct 19, 2015 7:39:00 AM / by Briana Songer posted in gamification, call centers, employee engagement, workforce management

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There is a competitive fire burning in people, and even if that fire doesn’t drive people to compete against others, most people feel that fire driving a desire to measure and improve themselves.

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5 Hot Practices to Improve Customer Experience Management

[fa icon="calendar'] Jul 8, 2015 7:47:00 PM / by Briana Songer posted in gamification, call centers, customer experience,

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PlayVox for Zendesk: Motivate with transparent and simple reporting

[fa icon="calendar'] Jul 8, 2014 8:10:17 AM / by Briana Songer posted in Feedback, Agents, gamification, call centers, tips, Product News, Customer

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Motivation and engagement are essential elements in a call center environment, and so are the tools that drive those. Performance transparency across the board gives agents the ability to see their own performance data compared to others, their goals or in a time frame.
Information transparency will drive next level service improvements.

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PlayVox Feature Release: Creating a FAQ page with a Knowledge Base

[fa icon="calendar'] Jun 5, 2014 12:26:29 PM / by Briana Songer posted in Agents, call centers, tips, Product News

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As an agent, it's stressful to waste time searching for information that isn't readily available, especially when pressed by a customer. At PlayVox, we want to make it easy to find that information at those crucial times. So, we're excited to help with a new feature: Knowledge Base.
Organize content by creating a mini-FAQ page for your community. Not only can users quickly search for content when they need it, they have the opportunity to quickly ask for help.

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Gamification...it isn't about the Game

[fa icon="calendar'] May 20, 2014 12:39:36 PM / by Briana Songer posted in gamification, call centers, Quantified Workplace

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Many organizations have struggled over the years to find creative methods to motivate and engage their teams. Given the fact that engaged employees are over 30% more productive and 300% creative, it makes sense they are turning elsewhere, some of them are turning to Gamification.
Gamification has been proven to produce results to help team accomplish their best work. But do we really understand what it is, and how it should be implemented? Gamification is not something you can simply implement, it needs to be evaluated in terms of product, company demographics and the desired behavior you're looking to achieve.

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5 ways PlayVox for Zendesk makes your work easier

[fa icon="calendar'] Apr 16, 2014 12:50:19 PM / by Briana Songer posted in Contact Center, Agents, gamification, call centers, PlayVox, training, KPI

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Today's workforce is more technologically savvy than ever, meaning they demand software that's simple to use, easy to understand, and ultimately makes their day to day work easier.

Zendesk, one of the leading providors in help-desk software, has helped thousands of businesses manage their customer service and streamline their workflow.

So why not make tracking your Zendesk metrics a little more enjoyable?

Seamlessly integrate PlayVox with Zendesk

It's nice when things are simple and automatic. PlayVox easily integrates with Zendesk and provides Gamified workforce capabilities you can take advantage of.

Never lose track of your most important KPI's

When you intially integrate with PlayVox, you can also create campaigns to track your most important KPI's. Design and user experience are key, the campaign only takes 5 steps to complete so you don't waste any time!

Follow user Performance instantly

In your Performance dashboard, you can get a quick view of your campaign health. This breaks down individial KPI results, how well everyone is meeting their goals, plus filter out your tickets to get an even better idea.

Gamify your user experience

Next-gen software means putting people first. They like to know that their work is appreciated. Reward individual badges and points to users who have been showing an extra initiative to meet your goals.

Transparent Results

Yourself, down to your agents can see their individual results. For agents, this means they can see how they are personally doing against the entire campaign, or against the top 10 in the scoreboard. The faster that everyone can get results, the easier it gets to take action to improve performance and ultimately, your customer experience.

Just like Zendesk has the idea to make customer service more simple and beautiful, PlayVox wants to transform this data into something more simple, useful and easy to understand.

See a detailed demo video here

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Why integrating PlayVox for Five9 is good for your Call Center

[fa icon="calendar'] Apr 2, 2014 10:59:00 AM / by Briana Songer posted in supervisor, Contact Center, Agents, Workforce Optimization, gamification, call centers, PlayVox, tips

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Outdated, complicated and non-functioning applications and technology are something that everyone despises using. Applications that are user friendly make it easier for agents to handle their daily work, lowers their frustration and gives them access to the right information at the right time.


More importantly, technology today lacks an important aspect. People. Driving employee productivity and performance means they should be using something where the design and experience create a great user experience.

PlayVox integration with Five9 provides Gamified Workforce Optimization capabilities and makes tracking Five9 metrics fun, social, and easy to understand so that companies can improve the quality of their service and support.

When you connect PlayVox with Five9 (or any other API and CRM) you identify processes or KPIs you want to impact in a campaign in the Performance app tool.

The integration lets you recieve valuable data that lets you know how your team is performing and helps guide your people to act on different scenarios. The Real-time data PlayVox provides is a crucial aspect. The faster agents get feedback and insights about their performance the faster they can improve and act on it, thus increasing chances of a successful campaign. Don't forget about your Supervisors, Trainers, Coordinators etc... a performance integration means they instantly see data they can act on and help give them an idea of the ''Big Picture''.

The integration lets you work on changing behavior based on data that appears in your campaigns. PlayVox easily lets you give feedback or share best practices through messages, notifications, conversations or through private groups you can create in your community. Share the knowledge to help highlight the strengths and weaknesses you seek to improve.

Timely achnowledgements and rewards for great performance can go a long way. This can also help break up the monotony. Users recieve points based on their individual KPI performance, Supervisors have access to this information and can reward with Badges, prizes etc. This type of gamification helps create both self-competition and with others to engage and help them focus on different areas to improve.

If employees aren't meeting goals, they can easily investigate the problem through the Performance scoreboard, plus their own community comparision, and can visually see how they impact the campaign.

Drive your company culture with PlayVox for Five9. This means you are investing in your people, providing better processes plus encouraging transparency and meritocracy. Huge for agent morale and motivation in the long term.

By focusing on an environment that is not only highly difficult, but constantly changing, PlayVox hopes to bring a little more satisfaction into a place that is in need of attention. Change depends on action and PlayVox is committed to helping Call Center’s adopt new concepts. Are you committed?

Outdated, complicated and non-functioning applications and technology are something that everyone despises using. Applications that are user friendly make it easier for agents to handle their daily work, lowers their frustration and gives them access to the right information at the right time.

More importantly, technology today lacks an important aspect. People. Driving employee productivity and performance means they should be using something where the design and experience create a great user experience.

PlayVox integration with Five9 provides Gamified Workforce Optimization capabilities and makes tracking Five9 metrics fun, social, and easy to understand so that companies can improve the quality of their service and support.

When you connect PlayVox with Five9 (or any other API and CRM) you identify processes or KPIs you want to impact in a campaign in the Performance app tool.

The integration lets you recieve valuable data that lets you know how your team is performing and helps guide your people to act on different scenarios. The Real-time data PlayVox provides is a crucial aspect. The faster agents get feedback and insights about their performance the faster they can improve and act on it, thus increasing chances of a successful campaign. Don't forget about your Supervisors, Trainers, Coordinators etc... a performance integration means they instantly see data they can act on and help give them an idea of the ''Big Picture''.

The integration lets you work on changing behavior based on data that appears in your campaigns. PlayVox easily lets you give feedback or share best practices through messages, notifications, conversations or through private groups you can create in your community. Share the knowledge to help highlight the strengths and weaknesses you seek to improve.

Timely achnowledgements and rewards for great performance can go a long way. This can also help break up the monotony. Users recieve points based on their individual KPI performance, Supervisors have access to this information and can reward with Badges, prizes etc. This type of gamification helps create both self-competition and with others to engage and help them focus on different areas to improve.

If employees aren't meeting goals, they can easily investigate the problem through the Performance scoreboard, plus their own community comparision, and can visually see how they impact the campaign.

Drive your company culture with PlayVox for Five9. This means you are investing in your people, providing better processes plus encouraging transparency and meritocracy. Huge for agent morale and motivation in the long term.

By focusing on an environment that is not only highly difficult, but constantly changing, PlayVox hopes to bring a little more satisfaction into a place that is in need of attention. Change depends on action and PlayVox is committed to helping Call Center’s adopt new concepts. Are you committed?

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Filter your Zendesk campaign ticket details with PlayVox Workloads

[fa icon="calendar'] Mar 31, 2014 8:34:47 AM / by Briana Songer posted in Contact Center, Lanzamiento, Agents, call centers, PlayVox, Product News, KPI

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Gamification and Social Networks for Call Centers

[fa icon="calendar'] Mar 20, 2014 10:41:45 AM / by Briana Songer posted in Contact Center, Agents, gamification, call centers, tips, training

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Post written by Juan Martin Vaz Labrot
Does daily management produce results?

How can there be impact inside the business?

What ROI can we get from applications like PlayVox?

What are the risks?

What social impacts can a social enterprise platform have?

These are some of the questions that have troubled me when the time comes to reflect on the implementation of Gamification and social networks like PlayVox.

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The secret to Live-chat success

[fa icon="calendar'] Mar 4, 2014 6:04:37 AM / by Briana Songer posted in Contact Center, Agents, call centers, Teletrabajo, training

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Live-Chat technology is something that has grown in popularity over the past few years.
This makes sense for many reasons. For the customer, an online chat system provides immediate access and less time waiting than a call center. They can multi-task ask well. Studies have shown that customers are more likely to return to a website that offers this type of communication.

For the company, the benefits mean slashing phone costs, letting their employees spend less time on the phone, and more time to attend to other tasks at the same time.

If customers are recieving better and quicker service, it means higher satisfaction scores. Engaging customers with online chats can drive sales if it means that customers can have the option to be walked through a sale if they have questions.

So, sure, the technology has huge benefits for a company. However, it's another matter entirely making chat the integration process a success in your business.

Software Advice's customer service blog, Customer Service Inestigator, investigated success stories from Live-Chat training. In this case, Dell came up as a great example, a company that launched its training program seven years ago. Two customer service team executives - Manish Chhabra and Monte Tomasino provided those ''secrets''. Read on to see what they were.

Live-Chat technology is something that has grown in popularity over the past few years.

This makes sense for many reasons. For the customer, an online chat system provides immediate access and less time waiting than a call center. They can multi-task ask well. Studies have shown that customers are more likely to return to a website that offers this type of communication.

For the company, the benefits mean slashing phone costs, letting their employees spend less time on the phone, and more time to attend to other tasks at the same time.

If customers are recieving better and quicker service, it means higher satisfaction scores. Engaging customers with online chats can drive sales if it means that customers can have the option to be walked through a sale if they have questions.

So, sure, the technology has huge benefits for a company. However, it's another matter entirely making chat the integration process a success in your business.

Customer Service Investigator, a software advice column, investigated success stories from Live-Chat training. In this case, Dell came up as a great example, a company that launched its training program seven years ago. Two customer service team executives - Manish Chhabra and Monte Tomasino provided those ''secrets''. Read on to see what they were.

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