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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Outdated, complicated and non-functioning applications and technology are something that everyone despises using.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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How to be a Great Supervisor

[fa icon="calendar'] Aug 28, 2013 8:45:30 AM / by Briana Songer posted in supervisor, Feedback, tips

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No one wants to be a nightmare boss. While being a great Supervisor comes naturally to some, it can be a work in progress for others. Below are 7 tips that will help set you apart. No one wants to be a nightmare boss. While being a great Supervisor comes naturally to some, it can be a work in progress for others. Below are 7 tips that will help set you apart.

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(Español) Gamification para motivar el aprendizaje de tus agentes

[fa icon="calendar'] Aug 27, 2013 8:52:23 AM / by Oscar Giraldo posted in supervisor, Contact Center, Agents, call centers, PlayVox, training

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Todas las fases de la formación del Call Center son cruciales para la prestación de un servicio de calidad, sin importar si el área es de Ventas, Servicio al Cliente o de Soporte. La clave para lograr un ambiente positivo para los clientes está en la formación que existe detrás de cada agente que participa en la llamada. Sin embargo, una cosa es tener un buen programa de entrenamiento y otra es motivar realmente a los agentes para completar su correcta formación.

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Fixing the disconnect between call centers and employees

[fa icon="calendar'] Aug 13, 2013 2:28:47 PM / by Briana Songer posted in supervisor, Contact Center, Agents, gamification, call centers

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Being a call center agent normally isn't the first choice as a career for most people and those that do work there are more of a younger generation. For them, it's not only a tough job, but frustrating between outdated technology, inflexibility and being able to voice their opinions.
“Imagine that a kid who’s 18, 19, 20 years old working at a contact center doesn’t have access to e-mail at work. It’s highly frustrating, and that’s what makes people leave companies so fast. They don’t have a way to communicate, they’re extremely limited” Oscar Giraldo

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A common call center help desk problem we can relate to

[fa icon="calendar'] Jul 9, 2013 9:10:23 AM / by Briana Songer posted in supervisor, Contact Center, Agents, call centers

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All call centers have service desks. They use them to help resolve issues, give product information or offer help. These types of services utilize software to help resolve and track problems. However, there are some common problems with the service desks that agents and customers (us) encounter.

All call centers have service desks. They use them to help resolve issues, give product information or offer help. These types of services utilize software to help resolve and track problems. However, there are some common problems with the service desks that agents and customers (us) encounter.

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(Español) ¿Por qué es bueno mezclar Gamificación con Call Center?

[fa icon="calendar'] Jun 26, 2013 2:55:21 PM / by Oscar Giraldo posted in supervisor, Contact Center, gamification, call centers, PlayVox, tips, arcaris

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Una cosa que sabemos es que el concepto de Gamificación llegó aquí para quedarse y que las empresas están buscando estrategias para que ésta técnica les ayude a resolver sus puntos más débiles. En los Centros de llamados, donde las tareas se tornan repetitivas e ingratas, el poder que produce la Gamificación es cada vez más reconocido ¿Cómo se puede utilizar la Gamificación en su Contact Center?

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(Español) ¿Qué se necesita para ser un líder efectivo en el Call Center?

[fa icon="calendar'] Jun 18, 2013 2:36:55 PM / by Oscar Giraldo posted in supervisor, Contact Center, call centers, PlayVox, tips, arcaris

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En un ambiente de trabajo intenso y exigente, como lo es un Centro de Llamados, es vital contar con un líder que se destaque por asumir diversas responsabilidades. Algunas personas tienen ese don natural, mientras que otras desarrollan esa habilidad con el tiempo. Hay una amplia gama de características que se debe considerar al elegir un líder, tarea complicada que si se logra establecer no sólo mejorará el núcleo donde se desempeñe esa persona sino también se estará aportando al mejor rendimiento de la industria en general. ¿Qué tipo de cualidades hacen que un líder sea capaz de llevar adelante esta industria de ritmo tan acelerado?

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The power of soft skills and psychology in a call center

[fa icon="calendar'] Jun 12, 2013 3:00:55 AM / by Briana Songer posted in supervisor, Contact Center, Agents, Coaching, call centers, tips, training

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One of the dilemmas when training a group of people in a call center is applying the best methodology that will get you the results you want.
Depending on what you want to teach, you must assume it will be necessary to use different types of practices. Luckily, today there are many different teaching routes, so it's worthwhile to take advantage of those opportunities. One of the dilemmas when training a group of people in a call center is applying the best methodology that will get you the results you want.

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How great leaders let their employees make mistakes

[fa icon="calendar'] Apr 30, 2013 9:09:27 AM / by Briana Songer posted in supervisor, tips

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The truth is, mistakes happen. Even after all your hard work at training, coaching and support, people will forget something, won't pay attention or may try something outside their current skill level and make a mistake. You as a leader have many important choices you can make when choosing to help an employee who does make one. The truth is, mistakes happen. Even after all your hard work at training, coaching and support, people will forget something, won't pay attention or may try something outside their current skill level and make a mistake. You as a leader have many important choices you can make when choosing to help an employee who does make one.

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Why you should mix Gamification with your call center

[fa icon="calendar'] Apr 25, 2013 8:38:03 AM / by Briana Songer posted in supervisor, Feedback, Contact Center, Agents, Coaching, gamification, call centers, training

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One thing we know for certain is that Gamification is here to stay, and companies are looking for strategies for it to help them solve their own pain points. In the call center, where tasks can be repetitive and thankless, the power of Gamification is becoming more and more recognized. How can you utilize Gamification in your call center? One thing we know for certain is that Gamification is here to stay, and companies are looking for strategies for it to help them solve their own pain points. In the call center, where tasks can be repetitive and thankless, the power of Gamification is becoming more and more recognized. How can you utilize Gamification in your call center?

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