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How Upwork Improved Their Customer Service And Upskilled Their Agents With PlayVox

[fa icon="calendar'] Mar 10, 2017 9:05:00 AM / by Jade Longelin posted in Coaching, training, quality management,

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Upwork is a premier freelancing website for business worldwide looking to hire and work with talented, independent professionals.

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How PlayVox Can Improve Your Customer Service and Create Outstanding Service Experiences

[fa icon="calendar'] Mar 1, 2017 9:52:27 AM / by Jade Longelin posted in training, customer experience,, quality management,

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Customers are demanding now more than ever. We live in a world that is a slave to the "we want it now" culture and customer service support centers that refuse to adapt are being left in the dust.

 

If you are looking for a proactive approach to improving your customer service, it starts with investing in the right software. Statistics show that the cost of bad service can be significant and call centers that want to be successful need to be able deliver the exceptional customer experience that is expected of them.

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What You Need To Do To Let Call Center Agents Excel

[fa icon="calendar'] Dec 20, 2016 11:17:00 AM / by Jade Longelin posted in training, employee engagement, quality management,, call center best practices

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Being a call center agent is not an easy job. Responding to customer requests and complaints requires skills and expertise to solve a problem in a quick and effective manner.

But how do we empower call center agents to create an amazing customer experience?

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Why Using Emotional Intelligence Can Improve Your Customer Service and How To Do It

[fa icon="calendar'] Nov 30, 2016 11:23:00 AM / by Jade Longelin posted in training, customer experience,, employee engagement

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What is the best way to ensure that customers are delighted by their service experience? Is it tracking KPI’s like AHT or FCR? To be sure, metrics are an important component to managing a well-functioning call center. But beyond and between the numbers, how do you create a customer experience that truly makes the customer feel engaged and valued? The answer is in the quality of agent-to-customer interactions as a whole.

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Simple Ways to Reduce Call Center Turnover

[fa icon="calendar'] Jul 8, 2016 9:00:00 AM / by Jade Longelin posted in training, employee engagement, quality assurance

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With call center turnover rates at 25%-35%*, it is a challenge to maintain quality customer service. The success of your organization depends on your staff, and if they're quitting, you need to ask yourself why. 
 
High call center attrition rates are heavy on the wallet. Between hiring, training, benefits and salaries, it is estimated that up to a quarter of annual staff expenses does down the drain. 
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The Secret to Training a Multi-Generation Call Center

[fa icon="calendar'] Jun 29, 2016 12:30:00 PM / by Jade Longelin posted in Coaching, training, quality assurance, call center best practices

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Do we learn the same way we did 50 years ago? Biologically maybe. But the way we learn has drastically changed in the last half-century. Technology being the main catalyst for this generational learning curve. 

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Live Chat: Why It’s A Must And How You Should Be Using It

[fa icon="calendar'] Jun 24, 2016 1:48:08 PM / by Jade Longelin posted in training, quality management,, call center best practices

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Live chat should no longer be an innovative support channel. It’s a must. Live support gives clients the chance to receive immediate answers to their questions, without having to wait 24-48 hours.

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How To Have a Great Call Center Onboarding Period

[fa icon="calendar'] Jun 8, 2016 2:53:53 PM / by Jade Longelin posted in training, attrition, retention, onboarding

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Which call center doesn’t strive for quality? Step one to call center quality and stellar customer service starts with quality call center staff. A well built onboarding program is one of many the tools to go about achieving uniform quality and great customer service.


While the turnover rate in call centers is high, with just over one in four employees leaving their call center positions each year, a successful onboarding program can increase employee retention rates by up to 25%. Not too shabby.

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How To Turn Raw Data From Your QA Scorecard Metrics Into Gold

[fa icon="calendar'] May 27, 2016 3:05:36 PM / by Jade Longelin posted in Feedback, training, quality management,, quality assurance

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Quality assurance and monitoring is a tough job. However, it's a very necessary one. Quality monitoring is what ensures that customer service standards are met and excelled through the use of an adapted set of metrics to measure agents' performance.

But once the data is gathered, what do we do?
How do we analyze it and take action upon it?

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Why and How To Create a Strong Call Center Culture

[fa icon="calendar'] Apr 27, 2016 12:48:49 PM / by Jade Longelin posted in Coaching, tips, training, call center culture

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A strong call center culture is like creating a family bond. Everyone involved feels happier and more committed to the cause when it’s a tight knit group. If you’ve already set the tone for a strong call center culture and all employees are on board, it becomes an organization that they are proud to represent and work for. Consequently, you’ll experience lower employee turnover rates and sick days.

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