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How To Turn Raw Data From Your QA Scorecard Metrics Into Gold

[fa icon="calendar'] May 27, 2016 1:05:36 PM / by Jade Longelin posted in Feedback, training, quality management,, quality assurance

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Quality assurance and monitoring is a tough job. However, it's a very necessary one. Quality monitoring is what ensures that customer service standards are met and excelled through the use of an adapted set of metrics to measure agents' performance.

But once the data is gathered, what do we do?
How do we analyze it and take action upon it?

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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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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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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 to be a Great Supervisor

[fa icon="calendar'] Aug 28, 2013 8:45:30 AM / by Briana Songer posted in supervisor, Feedback, tips

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No one wants to be a nightmare boss. While being a great Supervisor comes naturally to some, it can be a work in progress for others. Below are 7 tips that will help set you apart. No one wants to be a nightmare boss. While being a great Supervisor comes naturally to some, it can be a work in progress for others. Below are 7 tips that will help set you apart.

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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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10 easy ways to empower your call center agents

[fa icon="calendar'] May 23, 2013 10:31:05 AM / by Briana Songer posted in Feedback, Coaching, call centers, tips, training

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Things happen in your call center that can't be anticipated. Sudden changes mean your agents must make instant judgement decisions. What's important is that they feel comfortable and feel confident to do so. It's important to recognize that your agents are in fact, capable of making their own decisions based on their wealth of information from interacting with customers.
How do you empower them?

Things happen in your call center that can't be anticipated. Sudden changes mean your agents must make instant judgement decisions. What's important is that they feel comfortable and feel confident to do so. It's important to recognize that your agents are in fact, capable of making their own decisions based on their wealth of information from interacting with customers.

How do you empower them?

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Coaching Do's and Dont's you should know about

[fa icon="calendar'] May 16, 2013 10:34:52 AM / by Briana Songer posted in Feedback, Coaching, tips

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Coaching is difficult
It has the power to shift thought processes, manage learning gaps, and put those unsaid feelings into words. However, for the coaches, making sure everyone is well-trained and knowledgeable can be a learning process on its own. A strong coaching program starts with a great coach. Check out the following guidelines to help yourself be one.

Coaching is difficult

It has the power to shift thought processes, manage learning gaps, and put those unsaid feelings into words. However, for the coaches, making sure everyone is well-trained and knowledgeable can be a learning process on its own. A strong coaching program starts with a great coach. Check out the following guidelines to help yourself be one.

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Why you should mix Gamification with your call center

[fa icon="calendar'] Apr 25, 2013 8:38:03 AM / by Briana Songer posted in supervisor, Feedback, Contact Center, Agents, Coaching, gamification, call centers, training

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One thing we know for certain is that Gamification is here to stay, and companies are looking for strategies for it to help them solve their own pain points. In the call center, where tasks can be repetitive and thankless, the power of Gamification is becoming more and more recognized. How can you utilize Gamification in your call center? One thing we know for certain is that Gamification is here to stay, and companies are looking for strategies for it to help them solve their own pain points. In the call center, where tasks can be repetitive and thankless, the power of Gamification is becoming more and more recognized. How can you utilize Gamification in your call center?

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