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Empowering Agents to Engage Customers

How Neal Topf of Callzilla Runs a Successful Call Center

[fa icon="calendar'] Apr 18, 2016 9:37:48 AM / by Briana Songer posted in gamification, employee engagement, neal topf, callzilla, call center management

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Neal Topf, President and Co-Founder of Callzilla, has been focusing on customer experience in the call center for 11 + years, working  in Miami and Bogotá. He doesn't believe there's an 'easy button' to running a call center. Passion, innovation, and a genuine care for his employees' well-being are what make his call center successful.

Jade Longelin and Briana Songer, employee engagement advocates, were able to have a sit-down with Topf to understand what makes a quality call center executive.

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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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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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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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Announcing PlayVox - November '15 Release

[fa icon="calendar'] Dec 2, 2015 6:25:23 AM / by Oscar Giraldo posted in Contact Center, gamification, call centers, Product News, Release, workforce management

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We’re so excited to share with you what we’ve been working on for the last several months. Our goal at PlayVox is to build technology that empowers employees to improve the customer experience.

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Don't Use Gamification in Your Call Center? Here's Why You Should

[fa icon="calendar'] Nov 3, 2015 10:36:41 AM / by Briana Songer posted in Agents, gamification, workforce management

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Let's start by understanding that the term "gamification" doesn't mean giving your employees free time to play games on their personal tablets or company computers during work hours.

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Announcing PlayVox - October '15 Release

[fa icon="calendar'] Oct 29, 2015 1:21:45 PM / by Oscar Giraldo posted in gamification, call centers, Product News, Release

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We are excited to tell you about some new features and enhancements to the PlayVox platform.
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Why You Need to Use Gamification to Engage Call Center Employees

[fa icon="calendar'] Oct 19, 2015 7:39:00 AM / by Briana Songer posted in gamification, call centers, employee engagement, workforce management

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There is a competitive fire burning in people, and even if that fire doesn’t drive people to compete against others, most people feel that fire driving a desire to measure and improve themselves.

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5 Hot Practices to Improve Customer Experience Management

[fa icon="calendar'] Jul 8, 2015 7:47:00 PM / by Briana Songer posted in gamification, call centers, customer experience,

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