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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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Gamification provider for Call Centers, PlayVox, Appoints Co-Founder of Aspect as Chairman of the Board.

[fa icon="calendar'] Jan 28, 2014 8:24:15 AM / by Oscar Giraldo posted in Contact Center, Agents, Workforce Optimization, gamification, call centers, PlayVox, Comunicado de Prensa, arcaris

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PlayVox takes next step in growth strategy – appoints Carol Snell Chairman of the Board
PlayVox, a leading provider of gamified workforce optimization solutions, announced today that Carol Snell has been appointed as Chairman of the Board. Ms. Snell is an accomplished entrepreneur and CEO bringing more than three decades of executive management, operations, sales and marketing experience to this key role at PlayVox. Snell’s main role will be to attract top talent for the PlayVox team to drive enterprise growth and strategy in the Contact Center market.

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(Español) Gamification y Redes Sociales para Call Centers

[fa icon="calendar'] Jan 13, 2014 1:15:37 PM / by Oscar Giraldo posted in Contact Center, Agents, Workforce Optimization, gamification, call centers, PlayVox, arcaris

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How a simple love story started CallZilla, the Call Center focused on Hispanics in the USA

[fa icon="calendar'] Jan 13, 2014 7:46:08 AM / by Oscar Giraldo posted in Contact Center, Agents, gamification, call centers, PlayVox, arcaris, Customer

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All companies have a story to share. CallZilla had a particularly great start with one of it's founders.
North-american Neal Topf saw how his future Colombian wife saw a commercial in the television, grabbed the phone and called to purchase a product to eliminate the acne that was caused from pre-wedding nerves. Soon enough, the product purchased by his fiancee completely eliminated the acne, proving to Neal that the tele-shopping model worked and let the new bride walk down the aisle with a splendid face.

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8 Things You Need to Know Before You Gamify your Call Center

[fa icon="calendar'] Jan 3, 2014 3:28:17 PM / by Oscar Giraldo posted in Contact Center, gamification, call centers, KPI

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(Español) 8 razones que conducen a un mal Servicio al Cliente

[fa icon="calendar'] Nov 19, 2013 5:17:04 AM / by Oscar Giraldo posted in Contact Center, Agents, Talento Humano, call centers, PlayVox, arcaris, Customer

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Todo el mundo ha experimentado un mal servicio al cliente en algún momento. No es una experiencia divertida para pasar.

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Adriana Molano from Colombia Digital: From ''Call centers'' to ''Web Centers''

[fa icon="calendar'] Nov 7, 2013 3:44:37 AM / by Briana Songer posted in Contact Center, Agents, call centers, Teletrabajo

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Adriana Molano, a journalist with extensive experience in digital trend analysis and social transformation from new technologies, shared with PlayVox her view about the actual state she has found in the relation between technology and people in Latin America.

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What if we begin sharing in the Call Center?

[fa icon="calendar'] Nov 5, 2013 3:46:15 AM / by Briana Songer posted in Contact Center, call centers, training

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One conflictive point that has developed inside some Call Centers is information hoarding. I say ''hoarding'' because it seems that any extra knowledge that an agent can come across they use it as an advantage when closing more sales, keeping a client happy or resolving a problem.

There is no integration in a work team, but more of an unhealthy competition that day after day wears on the work environment and creates distrust and de-motivation.

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