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PlayVox for Zendesk app now available

[fa icon="calendar'] Dec 19, 2013 10:26:37 AM / by Briana Songer posted in call centers, tips, Product News

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We're excited to announce the availability of PlayVox for Zendesk in the Zendesk App Marketplace.
The application adds a widget to your Zendesk service desk (see below) that makes tracking your Zendesk metrics fun, social and easy to understand so you can get feedback faster and take action to improve your agent's performance and your customer's experience.

Motivate the competitive spirit with performance ranking data. PlayVox tracks KPI's such as First Resolution, First Reply Time, Customer Satisfaction and more to generate performance insight then gives them a score and motivation to compete beyond just hitting the minimum target.

The PlayVox application for Zendesk is provided free of charge for the trial period. If your organization uses Zendesk, PlayVox is something your really must try. To get a better idea of how the app works, take a look at the short video below.

Estamos muy contentos de anunciar la disponibilidad de PlayVox en el Marketplace de Zendesk.

La aplicación se añade a tu mesa de servicio de Zendesk y hace que el seguimiento de las métricas se vuelva divertido, social y fácil de entender para que se pueda obtener retroalimentación más rápida y tomar medidas para mejorar el rendimiento del agente y la experiencia del cliente.

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Movistar implements Gamification project to optimize their Call Centers with the help of PlayVox

[fa icon="calendar'] Sep 2, 2013 6:15:11 AM / by Briana Songer posted in PlayVox, Product News, Comunicado de Prensa

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For a massive consumer product company like Movistar, their Call Center is a key part of their strategy to serve, acquire and retain their millions of customers and users.

Movistar, like other Telecommunication businesses, outsources customer service, depositing this great responsibility on 7 Call Center providers located in Chile, Colombia and Peru. With more than 3,000 active agents working from different countries, Movistar wanted a single platform where, on one hand, unified the training content for their trainers, and the other, served as a social collaboration network and motivate those who are responsible in training their agents. Para una empresa de consumo masivo como Movistar, su Call Center es una pieza clave en su estrategia para servir, adquirir y retener a sus millones de clientes y usuarios.

Movistar, al igual que otras empresas de Telecomunicaciones, terceriza la relación de sus clientes depositando esa gran responsabilidad a 7 proveedores de Call Center localizados en Chile, Colombia y Perú. Con más de 3.000 agentes activos trabajando desde diferentes países, Movistar buscaba una sola plataforma que, por un lado, unificara los criterios de formación de sus trainers, y por otro, sirviera como red social de colaboración y lograra mantener motivados a quienes son responsables de entrenar a sus agentes.

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Welcome to the new PlayVox

[fa icon="calendar'] Jun 2, 2013 9:35:49 PM / by Oscar Giraldo posted in PlayVox, Product News

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After many months of hard work we're happy to present the new version of PlayVox. Here, you'll see a new design for the entire platform, simplifying how you navigate. You can access all areas of your community from a single menu button located at the top of the screen.

We'd like to highlight the My Team section where supervisors/team leaders have a centralized view of their team without the need to navigate through the user directory. Also, there's a new Tasks section where you can view all pending activities that each user has, like a Training session for example. What's more, you now have the option to personalize part of the platform design to include your business logo.

Luego de varios meses de trabajo estamos muy felices de poder presentarles la nueva versión de PlayVox. En esta versión podrán ver un nuevo diseño de toda la plataforma, que busca hacer más sencilla su navegación. Podrán acceder a todas las áreas de su comunidad desde un sólo menú situado en la parte superior.

Dentro de los puntos que nos gustaría destacar, es la sección de Mi Equipo, donde los supervisores/líderes de equipo podrán tener un vista centralizada de su gente sin necesidad de navegar por todo el directorio de usuarios. También existirá una nueva sección de Tareas, donde se podrá tener una vista de las actividades pendientes que tiene cada usuario, como lo sería por ejemplo una Sesión de capacitación. Entre otras de las cosas que podrán realizar de ahora en más en sus comunidades será la opción de personalizar parte del diseño.

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Inside look at the new and improved profile.

[fa icon="calendar'] Aug 20, 2012 7:09:07 AM / by Briana Songer posted in tips, Product News

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We're excited to announce some recent changes and improvements we've made in the platform. We'll take a look at the new special features and abilities in the profile that will further help supervisors and agents have easier access to each others information and progress.
Scrapped the old profile and designed a completely different layout

Getting to know your fellow agent or supervisor is important in a call center, but even more crucial (especially for management) is to get a quick low-down on what your team has been up to. Before, the user profile simply gave an 'about me' summary. Now, when a profile is clicked, viewers are opened up to a quick and interactive summary.

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Featured: Level up with Karma!

[fa icon="calendar'] Jul 9, 2012 9:17:02 AM / by Briana Songer posted in playcall, gamification, Product News

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Karma Points is gamification specifically designed for Call Center employee motivation. Implemented right into the PlayCall platform, the karma points tool is based off the platforms ability to track user activity. Before, you could simply gain points by specific actions in the platform, but we've taken that idea a step further and it's now available for all our current users.

 

Raise your level!

Instead of simply gaining points, we've divided up those points into levels. Levels are divided by color and by the number of points necessary to move on to the next. Users have the option to see where they currently rank and how many points are needed to advance.

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Get started with PlayCall!

[fa icon="calendar'] May 29, 2012 1:30:05 PM / by Briana Songer posted in call centers, tips, Product News

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We've been thrilled with the adoption of users and the potent communities they've formed. We've been learning the value of PlayCall and the relation it has with its users.It's helped reflect the internal culture of each enterprise. From this success, we want to continue to spread our mission to help the call center world with our PlayCall platform and share it's functionality with everyone involved in the Call Center world.

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Gamify your Call Center with Karma Points!

[fa icon="calendar'] May 24, 2012 8:02:02 AM / by Briana Songer posted in playcall, gamification, Product News

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In order to have happy customers, you have to have engaged employees on the other side of the phone. Management wastes critical time and resources finding new ways to keep agents motivated. To help address this common problem, Karma Points is gamification specifically designed for Call Center employee motivation.
We want to share how it works.

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