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Customer Service: How to Do Quantity Without Skimping on Quality

[fa icon="calendar'] May 19, 2016 12:41:17 PM / by Jade Longelin posted in Agents, Customer, KPI, customer experience,, quality assurance

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Quality and quantity seem like two contradictory ideas that couldn't possibly go hand-in-hand. However, unlike call center myths would have you believe, call center agents must be superhumans and make both quality and quantity work at the same time.

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Examples of Excellent Customer Service and How to Do the Same

[fa icon="calendar'] May 6, 2016 8:23:37 AM / by Jade Longelin posted in tips, Customer, customer experience,

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Personalized Customer Service Phrases for Rock Star Agents

[fa icon="calendar'] Apr 29, 2016 9:04:58 AM / by Jade Longelin posted in Agents, tips, Customer, customer experience,

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The job of a call center agent would be easy if all they had were happy customers calling to say how great their service is. Unfortunately, it's not always the case.

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In With First Call Resolution And Out With Average Handling Time

[fa icon="calendar'] Apr 13, 2016 11:31:17 AM / by Jade Longelin posted in tips, Customer, KPI, customer experience,

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In a world where the customer becomes ever more important, Average Handling Time (AHT), or the amount of calls handled per hour, is a KPI (key performance indicator) that is becoming increasingly obsolete to measure performance within the call center.

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5 Ways Digital Platforms are Revolutionizing Call Centers

[fa icon="calendar'] Mar 22, 2016 11:00:00 AM / by Jade Longelin posted in Agents, gamification, call centers, Customer, 2016 Trends

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As our world becomes increasingly more digitalized, every aspect of our day-to-day is touched by technology. From reading the morning news on our mobile device to doing our groceries online, our life has been made easier thanks to the immediate access to information we have reaped from technology.

And why shouldn't we embrace this new digitalized world? After all, it has tackled many everyday challenges that we didn't even realize we faced and sped up our lives as it has centralized and analyzed data, letting us focus on the more important things.

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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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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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(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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(Español) ¿Qué es lo fabuloso de las Mesas de Ayuda?

[fa icon="calendar'] Oct 28, 2013 6:56:27 AM / by Oscar Giraldo posted in Contact Center, Agents, call centers, PlayVox, Customer

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Pertenecemos a un mundo en constante evolución de nuevas aplicaciones y tecnologías y nuestras expectativas no se quedan atrás en querer la última solución para ayudar a simplificar la forma en que trabajamos en nuestros negocios. Las aplicaciones de la mesa de ayuda (Help-desk) ofrecen precisamente eso, y más. Te invitamos a seguir leyendo para saber por qué son una gran solución para ti.

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What's so great about help-desk software?

[fa icon="calendar'] Oct 7, 2013 9:14:57 AM / by Briana Songer posted in Contact Center, Agents, call centers, tips, Customer

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We belong to a constantly evolving world of new applications and technologies, and our expectations aren't far behind with wanting the latest solution to help simplify the way we work in our business. Help-desk applications offer just that, and more. Read on to learn why they are a great solution for you.
We're belong to a constantly evolving world of new applications and technologies, and our expectations aren't far behind with wanting the latest solution to help simplify the way we work in our business. Help-desk applications offer just that, and more. Read on to learn why they are a great solution for you.
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