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PlayVox for Zendesk: Motivate with transparent and simple reporting

[fa icon="calendar'] Jul 8, 2014 8:10:17 AM / by Briana Songer posted in Feedback, Agents, gamification, call centers, tips, Product News, Customer

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Motivation and engagement are essential elements in a call center environment, and so are the tools that drive those. Performance transparency across the board gives agents the ability to see their own performance data compared to others, their goals or in a time frame.
Information transparency will drive next level service improvements.

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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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PlayVox Feature Release: Creating a FAQ page with a Knowledge Base

[fa icon="calendar'] Jun 5, 2014 12:26:29 PM / by Briana Songer posted in Agents, call centers, tips, Product News

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As an agent, it's stressful to waste time searching for information that isn't readily available, especially when pressed by a customer. At PlayVox, we want to make it easy to find that information at those crucial times. So, we're excited to help with a new feature: Knowledge Base.
Organize content by creating a mini-FAQ page for your community. Not only can users quickly search for content when they need it, they have the opportunity to quickly ask for help.

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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Outdated, complicated and non-functioning applications and technology are something that everyone despises using.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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Gamification and Social Networks for Call Centers

[fa icon="calendar'] Mar 20, 2014 10:41:45 AM / by Briana Songer posted in Contact Center, Agents, gamification, call centers, tips, training

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Post written by Juan Martin Vaz Labrot
Does daily management produce results?

How can there be impact inside the business?

What ROI can we get from applications like PlayVox?

What are the risks?

What social impacts can a social enterprise platform have?

These are some of the questions that have troubled me when the time comes to reflect on the implementation of Gamification and social networks like PlayVox.

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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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13 ways to Boost Call Center Performance

[fa icon="calendar'] Jan 7, 2014 10:34:09 AM / by Briana Songer posted in Agents, call centers, tips

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Under-performance is a largely common yet sensitive subject for many call centers. It's a rampant problem with many factors that can make it hard to pinpoint the exact problem. The following tips will help give you an idea of things that you can focus on if you want to improve your overall performance in your call center.

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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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5 secrets to find Hidden Talent in your work team

[fa icon="calendar'] Nov 19, 2013 5:47:16 AM / by Briana Songer posted in tips

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Guest post written by: Juan Manuel Garrido
As societies develop, opportunities for higher education increase and problems related to the shortage of trained personnel drop significantly. When desk clerks and taxis with a bachelors begin to proliferate, we can be sure that the problem has reversed and now, we're sinning with over-qualification.

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(Español) 5 Secretos para encontrar el Talento oculto en tu Equipo de Trabajo

[fa icon="calendar'] Nov 5, 2013 12:10:41 PM / by Oscar Giraldo posted in Agents, Talento Humano, call centers, tips

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Post escrito por nuestro invitado: Juan Manuel Garrido
Conforme se desarrollan las sociedades, las oportunidades de estudios superiores se incrementan y los problemas referentes a la escasez de personal capacitado disminuyen sensiblemente. A partir del punto en el cual empiezan a proliferar empleados de mostrador y taxistas con nivel de licenciatura, podemos estar seguros que el problema fue revertido y pecamos ahora de sobrecalificación.

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