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Customer Service: How to Do Quantity Without Skimping on Quality

[fa icon="calendar'] May 19, 2016 2:41:17 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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In With First Call Resolution And Out With Average Handling Time

[fa icon="calendar'] Apr 13, 2016 1:31:17 PM / 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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Top 6 Call Center Quality Assurance Best Practices

[fa icon="calendar'] Mar 24, 2016 12:30:00 PM / by Jade Longelin posted in KPI, performance metric, quality

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Although call centers are largely misunderstood and underappreciated, they are at the heart of a company's organization. A call center is a company's first point of contact with customers.

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Agents Share 7 Poor Call Center Management Practices

[fa icon="calendar'] Mar 16, 2016 12:00:00 PM / 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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4 Non-Monetary Ways to Boost Agent Performance in Your Call Center

[fa icon="calendar'] Mar 9, 2016 7:30:00 AM / by Jade Longelin posted in Workforce Optimization, KPI, employee engagement, performance metric

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If you’re focused on bettering customer service within your call center, the first thing you should look to boost is agent performance. 

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5 ways PlayVox for Zendesk makes your work easier

[fa icon="calendar'] Apr 16, 2014 2:50:19 PM / by Briana Songer posted in Contact Center, Agents, gamification, call centers, PlayVox, training, KPI

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Today's workforce is more technologically savvy than ever, meaning they demand software that's simple to use, easy to understand, and ultimately makes their day to day work easier.

Zendesk, one of the leading providors in help-desk software, has helped thousands of businesses manage their customer service and streamline their workflow.

So why not make tracking your Zendesk metrics a little more enjoyable?

Seamlessly integrate PlayVox with Zendesk

It's nice when things are simple and automatic. PlayVox easily integrates with Zendesk and provides Gamified workforce capabilities you can take advantage of.

Never lose track of your most important KPI's

When you intially integrate with PlayVox, you can also create campaigns to track your most important KPI's. Design and user experience are key, the campaign only takes 5 steps to complete so you don't waste any time!

Follow user Performance instantly

In your Performance dashboard, you can get a quick view of your campaign health. This breaks down individial KPI results, how well everyone is meeting their goals, plus filter out your tickets to get an even better idea.

Gamify your user experience

Next-gen software means putting people first. They like to know that their work is appreciated. Reward individual badges and points to users who have been showing an extra initiative to meet your goals.

Transparent Results

Yourself, down to your agents can see their individual results. For agents, this means they can see how they are personally doing against the entire campaign, or against the top 10 in the scoreboard. The faster that everyone can get results, the easier it gets to take action to improve performance and ultimately, your customer experience.

Just like Zendesk has the idea to make customer service more simple and beautiful, PlayVox wants to transform this data into something more simple, useful and easy to understand.

See a detailed demo video here

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Filter your Zendesk campaign ticket details with PlayVox Workloads

[fa icon="calendar'] Mar 31, 2014 10:34:47 AM / by Briana Songer posted in Contact Center, Lanzamiento, Agents, call centers, PlayVox, Product News, KPI

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

[fa icon="calendar'] Jan 3, 2014 5:28:17 PM / by Oscar Giraldo posted in Contact Center, gamification, call centers, KPI

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Gamification provider for Call Centers PlayVox Adopts Single Sign-On Technology with OneLogin

[fa icon="calendar'] Aug 7, 2013 8:15:56 AM / by Briana Songer posted in gamification, call centers, PlayVox, Comunicado de Prensa, KPI

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PlayVox announced Wednesday that effective immediately, it will now offer SAML-based single sign-on (SSO) via their partnership with identity management company OneLogin. PlayVox can now be deployed with any identity management system that supports SAML (Security Assertion Markup Language). PlayVox's integration with OneLogin gives IT administrators at call centers a single point of control for managing employee access across various locations and applications.

PlayVox anunció este miércoles que desde ahora ofrecerá SAML basado en Single Sign-On (SSO) a través de su asociación con la compañía de gestión de la identidad OneLogin. PlayVox ahora se puede implementar con cualquier sistema de gestión de identidad que soporte SAML (Security Assertion Markup Language). La integración de PlayVox con OneLogin ofrece a los administradores de los Centros de Contacto un único punto de control para la gestión de acceso de los empleados a través de varias ubicaciones y aplicaciones.

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How to make benchmarking a real and powerful tool

[fa icon="calendar'] Apr 11, 2013 10:55:05 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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