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Why WFO is part of a bigger Quantified Workforce category

[fa icon="calendar'] Jun 9, 2014 2:11:21 PM / by Briana Songer posted in Contact Center, Workforce Optimization, PlayVox, tips, Quantified Workplace

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5 ways PlayVox for Zendesk makes your work easier

[fa icon="calendar'] Apr 16, 2014 12:50:19 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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Why integrating PlayVox for Five9 is good for your Call Center

[fa icon="calendar'] Apr 2, 2014 10:59:00 AM / by Briana Songer posted in supervisor, Contact Center, Agents, Workforce Optimization, gamification, call centers, PlayVox, tips

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Outdated, complicated and non-functioning applications and technology are something that everyone despises using. Applications that are user friendly make it easier for agents to handle their daily work, lowers their frustration and gives them access to the right information at the right time.


More importantly, technology today lacks an important aspect. People. Driving employee productivity and performance means they should be using something where the design and experience create a great user experience.

PlayVox integration with Five9 provides Gamified Workforce Optimization capabilities and makes tracking Five9 metrics fun, social, and easy to understand so that companies can improve the quality of their service and support.

When you connect PlayVox with Five9 (or any other API and CRM) you identify processes or KPIs you want to impact in a campaign in the Performance app tool.

The integration lets you recieve valuable data that lets you know how your team is performing and helps guide your people to act on different scenarios. The Real-time data PlayVox provides is a crucial aspect. The faster agents get feedback and insights about their performance the faster they can improve and act on it, thus increasing chances of a successful campaign. Don't forget about your Supervisors, Trainers, Coordinators etc... a performance integration means they instantly see data they can act on and help give them an idea of the ''Big Picture''.

The integration lets you work on changing behavior based on data that appears in your campaigns. PlayVox easily lets you give feedback or share best practices through messages, notifications, conversations or through private groups you can create in your community. Share the knowledge to help highlight the strengths and weaknesses you seek to improve.

Timely achnowledgements and rewards for great performance can go a long way. This can also help break up the monotony. Users recieve points based on their individual KPI performance, Supervisors have access to this information and can reward with Badges, prizes etc. This type of gamification helps create both self-competition and with others to engage and help them focus on different areas to improve.

If employees aren't meeting goals, they can easily investigate the problem through the Performance scoreboard, plus their own community comparision, and can visually see how they impact the campaign.

Drive your company culture with PlayVox for Five9. This means you are investing in your people, providing better processes plus encouraging transparency and meritocracy. Huge for agent morale and motivation in the long term.

By focusing on an environment that is not only highly difficult, but constantly changing, PlayVox hopes to bring a little more satisfaction into a place that is in need of attention. Change depends on action and PlayVox is committed to helping Call Center’s adopt new concepts. Are you committed?

Outdated, complicated and non-functioning applications and technology are something that everyone despises using. Applications that are user friendly make it easier for agents to handle their daily work, lowers their frustration and gives them access to the right information at the right time.

More importantly, technology today lacks an important aspect. People. Driving employee productivity and performance means they should be using something where the design and experience create a great user experience.

PlayVox integration with Five9 provides Gamified Workforce Optimization capabilities and makes tracking Five9 metrics fun, social, and easy to understand so that companies can improve the quality of their service and support.

When you connect PlayVox with Five9 (or any other API and CRM) you identify processes or KPIs you want to impact in a campaign in the Performance app tool.

The integration lets you recieve valuable data that lets you know how your team is performing and helps guide your people to act on different scenarios. The Real-time data PlayVox provides is a crucial aspect. The faster agents get feedback and insights about their performance the faster they can improve and act on it, thus increasing chances of a successful campaign. Don't forget about your Supervisors, Trainers, Coordinators etc... a performance integration means they instantly see data they can act on and help give them an idea of the ''Big Picture''.

The integration lets you work on changing behavior based on data that appears in your campaigns. PlayVox easily lets you give feedback or share best practices through messages, notifications, conversations or through private groups you can create in your community. Share the knowledge to help highlight the strengths and weaknesses you seek to improve.

Timely achnowledgements and rewards for great performance can go a long way. This can also help break up the monotony. Users recieve points based on their individual KPI performance, Supervisors have access to this information and can reward with Badges, prizes etc. This type of gamification helps create both self-competition and with others to engage and help them focus on different areas to improve.

If employees aren't meeting goals, they can easily investigate the problem through the Performance scoreboard, plus their own community comparision, and can visually see how they impact the campaign.

Drive your company culture with PlayVox for Five9. This means you are investing in your people, providing better processes plus encouraging transparency and meritocracy. Huge for agent morale and motivation in the long term.

By focusing on an environment that is not only highly difficult, but constantly changing, PlayVox hopes to bring a little more satisfaction into a place that is in need of attention. Change depends on action and PlayVox is committed to helping Call Center’s adopt new concepts. Are you committed?

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Filter your Zendesk campaign ticket details with PlayVox Workloads

[fa icon="calendar'] Mar 31, 2014 8:34:47 AM / by Briana Songer posted in Contact Center, Lanzamiento, Agents, call centers, PlayVox, Product News, KPI

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Simple, easy communication with new PlayVox messaging feature

[fa icon="calendar'] Mar 12, 2014 8:36:55 AM / by Briana Songer posted in PlayVox, tips, training

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We all know how important it is to be able to effectively communicate. With PlayVox's new messaging system, you can effectively communicate with your teams, campaigns and applications inside the platform.
Anytime you see the envelope icon, or a message button, you can choose to quickly communicate with one or more users in the form of a conversation or a notification.

This means...

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Gamification provider for Call Centers, PlayVox, Appoints Co-Founder of Aspect as Chairman of the Board.

[fa icon="calendar'] Jan 28, 2014 8:24:15 AM / by Oscar Giraldo posted in Contact Center, Agents, Workforce Optimization, gamification, call centers, PlayVox, Comunicado de Prensa, arcaris

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PlayVox takes next step in growth strategy – appoints Carol Snell Chairman of the Board
PlayVox, a leading provider of gamified workforce optimization solutions, announced today that Carol Snell has been appointed as Chairman of the Board. Ms. Snell is an accomplished entrepreneur and CEO bringing more than three decades of executive management, operations, sales and marketing experience to this key role at PlayVox. Snell’s main role will be to attract top talent for the PlayVox team to drive enterprise growth and strategy in the Contact Center market.

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(Español) Gamification y Redes Sociales para Call Centers

[fa icon="calendar'] Jan 13, 2014 1:15:37 PM / by Oscar Giraldo posted in Contact Center, Agents, Workforce Optimization, gamification, call centers, PlayVox, arcaris

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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) ¿Y si comenzamos a compartir en el Call Center?

[fa icon="calendar'] Oct 31, 2013 7:01:47 AM / by Oscar Giraldo posted in Contact Center, Agents, Talento Humano, call centers, PlayVox, arcaris

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Un punto conflictivo que se desarrolla dentro de algunos Call Centers es el de atesorar información. Y digo “atesorar” porque pareciera ser que todo aquel conocimiento extra que un agente pueda llegar a tener lo convierte en un privilegiado a la hora de cerrar más ventas, mantener contento a un cliente o resolver un problema.

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