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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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8 reasons why you're getting bad customer service

[fa icon="calendar'] Oct 2, 2013 8:26:29 AM / by Briana Songer posted in call centers, tips, Customer, training

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Everyone has experienced bad customer service at some point. It's not a fun experience to go through.

According to Zendesk, when customers have a bad experience, about 52% of them vent to family and friends and another 32% will abandon the business altogether. Check out more of the research on how angry customers can have a detrimental effect on your business.

So then, what are the top reasons you might be getting bad customer service? Is it really only the employees fault?

Everyone has experienced bad customer service at some point. It's not a fun experience to go through.

According to Zendesk, when customers have a bad experience, about 52% of them vent to family and friends and another 32% will abandon the business altogether. Check out more of the research on how angry customers can have a detrimental effect on your business.

So then, what are the top reasons you might be getting bad customer service? Is it really only the employees fault?

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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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7 tips to give surveys better

[fa icon="calendar'] Sep 18, 2013 3:50:19 AM / by Briana Songer posted in Contact Center, call centers, tips, Customer

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It's critical to know what your call center or customers are thinking about your company. Surveys can provide just that. It's insight into what's really going on, so you can make the necessary changes. To get the most accurate results, read below to create your best survey.

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4 secrets to a successful customer relationship

[fa icon="calendar'] Sep 12, 2013 8:26:09 AM / by Briana Songer posted in tips, Customer

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Retaining your customer is just as important as getting them. But it takes work and creativity to make sure that they stick by you. Read below for 5 tips on how to keep your customers coming back and not going to your competition. Retaining your customer is just as important as getting them. But it takes work and creativity to make sure that they stick by you. Read below for 5 tips on how to keep your customers coming back and not going to your competition.

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Boost Your Call Center Retention Rates with These Three Tips

[fa icon="calendar'] Aug 6, 2013 7:02:16 AM / by Briana Songer posted in Contact Center, Agents, call centers, tips, Customer, training

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A guest post by: Ashley Verrill

It's true that call centers have low retention rates. But that doesn't mean call center managers have to stand idly by as employees constantly come and go.

Researchers have discovered a few psychologically-based tactics that have proven successful to fix this problem. Recently, we interviewed several call center technology experts, hiring strategists and other thought leaders to investigate these emerging trends. We've analyzed three here.

A guest post by: Ashley Verrill

It's true that call centers have low retention rates. But that doesn't mean call center managers have to stand idly by as employees constantly come and go.

Researchers have discovered a few psychologically-based tactics that have proven successful to fix this problem. Recently, we interviewed several call center technology experts, hiring strategists and other thought leaders to investigate these emerging trends. We've analyzed three here.

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Are call centers catching on to social media?

[fa icon="calendar'] Jun 25, 2013 8:03:38 AM / by Briana Songer posted in Feedback, Contact Center, click to call, call centers, Customer

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Call center customers are more tech savvy than ever. They can instantly communicate with businesses via smartphone, ipad and other devices. They can check out product news and give feedback by accessing social media communication hubs like Facebook, Twitter, LinkedIn, online communities etc. Business websites offer alternative options to communicate through chat, email, click to call etc. With all these new advancements, customers should (understandably) expect to get great attention when they need it. Call center customers are more tech savvy than ever. They can instantly communicate with businesses via smartphone, ipad and other devices. They can check out product news and give feedback by accessing social media communication hubs like Facebook, Twitter, LinkedIn, online communities etc. Business websites offer alternative options to communicate through chat, email, click to call etc. With all these new advancements, customers should (understandably) expect to get great attention when they need it.
Social media has changed everything, and must be now considered as a business strategy.

In a recent report by The Deloitte Consulting’s 2013 Global Contact Center Survey , who conducted a survey with nearly 300 responses that represented over 560 contact centers and four continents. The report profiled these call centers based on future strategies based on expansion, customer experience, revenue etc. Most notably was that of the rise of social media.

According to the report: Although social media was the lowest priority this year, according to the results, it will grow within the next two years. According to the results, when asked ''which channels to you expect to see volume increases?'' 38% said social media.

The power behind interacting and engaging your customer through the social media channel is something call centers are just starting to realize as well. (Check out the full graph on page 22 in the report)

With this in mind, do you believe centers hold promise of being a source of customer intelligence?

Source: http://www.deloitte.com/assets/Dcom-UnitedStates/Local%20Assets/Documents/Consulting/us_consulting_2013GlobalContactSurvey_051513.pdf

About the author: Nicole is the Marketing manager with the PlayVox team. PlayVox is a platform that uses gamification, learning and social tools to make call centers better places to work.

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Best social media monitoring practices

[fa icon="calendar'] Jun 20, 2013 11:41:59 AM / by Briana Songer posted in Feedback, Contact Center, call centers, tips, Customer

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Social media has been embraced by Call centers for many reasons. It lets them have a bigger voice, they can capture customer information better and help call center teams use their time more efficiently. Even with all the benefits, many centers shy away from social media because of the fear of not being able to control and monitor their center as efficiently. Rest assured centers, there are techniques to help you navigate and manage the world of social media. Social media has been embraced by Call centers for many reasons. It lets them have a bigger voice, they can capture customer information better and help call center teams use their time more efficiently. Even with all the benefits, many centers shy away from social media because of the fear of not being able to control and monitor their center as efficiently. Rest assured centers, there are techniques to help you navigate and manage the world of social media.

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How to make benchmarking a real and powerful tool

[fa icon="calendar'] Apr 11, 2013 8:55:05 AM / by Briana Songer posted in Contact Center, call centers, tips, Customer, KPI

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Benchmarking is basically studying what your competition does. Some have found it difficult to appreciate the importance of benchmarking yet some argue this information can be used to help gain greater insight in your specific problems areas.
Benchmarking helps take out the guessing as with it's information, you don't have to rely on ''gut feelings'' on making decisions. But really, what makes this a powerful and useful tool for call centers?

Benchmarking is basically studying what your competition does. Some have found it difficult to appreciate the importance of benchmarking yet some argue this information can be used to help gain greater insight in your specific problems areas.

Benchmarking helps take out the guessing as with it's information, you don't have to rely on ''gut feelings'' on making decisions. But really, what makes this a powerful and useful tool for call centers?

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PlayVox's CEO will speak about Gamification in the Call Center at the 4th Global Contact Forum in Mexico City

[fa icon="calendar'] Feb 27, 2013 10:57:47 AM / by Briana Songer posted in Contact Center, gamification, call centers, arcaris, entrepreneurship, Customer

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Mr. Oscar Giraldo, PlayVox’s CEO and Founder confirms his speech on March 4-6 2013 ; How to apply game techniques to increase productivity in the Contact Center, to industry executives at one of the most important conferences in Latin America. The 4th Global Contact Forum focuses on improving customer service with innovative management technologies and methodologies showcased to attendees from around the world.

San Francisco, CA February 27, 2013 - Mr. Oscar Giraldo, PlayVox’s CEO and Founder confirms his speech on March 4-6 2013 ; How to apply game techniques to increase productivity in the Contact Center, to industry executives at one of the most important conferences in Latin America. The 4th Global Contact Forum focuses on improving customer service with innovative management technologies and methodologies showcased to attendees from around the world.

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