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6 Creative Ways to Improve Productivity for Call Center Agents [Infographic]

[fa icon="calendar'] Apr 20, 2016 1:01:17 PM / by Jade Longelin posted in Coaching, tips, training, employee engagement, agent engagement

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 Improving call center productivity by adapting processes, redefining KPI's and using more sophisticated software is essential to simplify agents' workflow and drive real-time results. But it can be complicated and time-consuming.

There are simpler ways and quick fixes to improve productivity for call center agents. These tactics can easily be put in place and don't require a big budget. But most importantly, they all share the same goal of making agents feel more valuable and happier. 
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Announcing PlayVox - April '16 Release

[fa icon="calendar'] Apr 15, 2016 9:06:44 AM / by Oscar Giraldo posted in Contact Center, Workforce Optimization, Coaching, gamification, call centers, Product News, Release, workforce management, wfo

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

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Back Office Blues? 6 Methods to Keeping Employees Motivated

[fa icon="calendar'] Apr 8, 2016 11:50:28 AM / by Jade Longelin posted in Feedback, Coaching, tips, employee engagement

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Does your back office feel like they are being left behind? As a supervisor or manager you may not realize you've neglected your back office staff, causing what’s commonly known as back office blues.

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4 Die-Hard Call Center Coaching Tips to Hold Everyone Accountable

[fa icon="calendar'] Mar 30, 2016 11:04:00 AM / by Jade Longelin posted in Coaching

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You’re a team leader on a mission to build the best call center agent team possible.


To do so, you work hard to gather data, listen to calls and build an undefeatable QA scorecard. You’re equipped to change agent skills and behavior for the better. But you’re not Superman, so the best you can do is hold a couple of coaching sessions every month with each agent.

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Agents Share 7 Poor Call Center Management Practices

[fa icon="calendar'] Mar 16, 2016 10:00:00 AM / by Jade Longelin posted in Feedback, Agents, Coaching, call centers, KPI, employee engagement

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Management sets the tone for an efficient workplace. Good management knows how to manage its workforce. Great management keeps employees motivated and in line with the company strategy and goals.

However, poor call center management practices can cause some serious damage not only internally, but also at a customer service level.

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Announcing PlayVox - February '16 Release

[fa icon="calendar'] Mar 2, 2016 5:31:49 AM / by Oscar Giraldo posted in Contact Center, Workforce Optimization, Coaching, gamification, call centers, Product News, Release, workforce management, wfo

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We are very excited to tell you about some new features and enhancements to the PlayVox platform.
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Announcing PlayVox - January '16 Release

[fa icon="calendar'] Jan 27, 2016 3:23:01 PM / by Oscar Giraldo posted in Contact Center, Coaching, gamification, call centers, Product News, Release, workforce management

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We are very excited to tell you about some new features and enhancements to the PlayVox platform.
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Coaching: The Art of Providing Meaningful Feedback to your Call Center Employees

[fa icon="calendar'] Nov 10, 2015 3:06:00 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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(Español) Entrevista a Angélica Pereyra: "Hacer foco en el factor humano es esencial"

[fa icon="calendar'] Oct 3, 2013 7:18:02 AM / by Oscar Giraldo posted in Contact Center, Agents, Talento Humano, Coaching, gamification, call centers, PlayVox, arcaris, entrepreneurship, Customer

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Angélica es una persona que día a día se preocupa y nos informa sobre lo que sucede en el mundo digital. Es muy valioso tener su testimonio para ayudarnos a establecer cuál es la realidad, sus avances y los puntos a mejorar que encuentra en todo lo relacionado con la gestión multicanal de clientes en Latinoamérica.

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(Español) Sergio Rodsevich: “No conozco Gerentes exitosos de operaciones, conozco Equipos exitosos”.

[fa icon="calendar'] Sep 19, 2013 9:42:24 AM / by Oscar Giraldo posted in Contact Center, Talento Humano, Coaching, call centers, PlayVox, tips, arcaris, Customer

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En nuestra sección Radiografías del Call Center, invitamos al Licenciado Sergio Augusto Rodsevich para conocer su punto de vista acerca de la actualidad del Call Center en Latinoamérica. Es un placer poder contar con su testimonio ya que su análisis crítico y completo contribuye a que los Centros de Contacto comiencen a reflexionar sobre la opción de adoptar mejores prácticas.

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