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Get Your Call Center Uberfied! The Importance of Ratings for Agent Performance

[fa icon="calendar'] Feb 1, 2016 11:39:00 AM / by Briana Songer posted in customer experience,, VOC, rating tools

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Five months ago, my taxi experience was revolutionized with the Uber app (yes, I was a late bloomer). But more than the timely arrival of my cab, I was really impressed by the ability to click those 5 stars and thank my driver for the bottle of water he offered me. Gamification at its finest: A direct line of communication between my experience and the employee's performance. Power in the hands of the consumer-power to express my voice and know the right person got my feedback.

But while this type of convenient, real-time rating service is surfacing in other fields, it hasn't taken off in call centers. PlayVox is changing that.

PlayVox understands that driving data down to the agent level is what improves contact center productivity and efficiency. The release of our new star rating tool allows the customer to score their experience-providing instant feedback to their service agent.

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