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How To Train Agents to Personalize Customer Service

[fa icon="calendar'] Apr 22, 2016 12:13:57 PM / by Jade Longelin posted in Agents, Coaching, tips, training

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Customer service doesn't necessarily have to be customized to be great. For some, it can be short and accurate and still be great. However, if customer service needs a boost, customization can help turn a mediocre interaction into a great one and flip the entire experience around.

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6 Creative Ways to Improve Productivity for Call Center Agents [Infographic]

[fa icon="calendar'] Apr 20, 2016 1:01:17 PM / by Jade Longelin posted in Coaching, tips, training, employee engagement, agent engagement

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 Improving call center productivity by adapting processes, redefining KPI's and using more sophisticated software is essential to simplify agents' workflow and drive real-time results. But it can be complicated and time-consuming.

There are simpler ways and quick fixes to improve productivity for call center agents. These tactics can easily be put in place and don't require a big budget. But most importantly, they all share the same goal of making agents feel more valuable and happier. 
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5 ways PlayVox for Zendesk makes your work easier

[fa icon="calendar'] Apr 16, 2014 12:50:19 PM / by Briana Songer posted in Contact Center, Agents, gamification, call centers, PlayVox, training, KPI

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Today's workforce is more technologically savvy than ever, meaning they demand software that's simple to use, easy to understand, and ultimately makes their day to day work easier.

Zendesk, one of the leading providors in help-desk software, has helped thousands of businesses manage their customer service and streamline their workflow.

So why not make tracking your Zendesk metrics a little more enjoyable?

Seamlessly integrate PlayVox with Zendesk

It's nice when things are simple and automatic. PlayVox easily integrates with Zendesk and provides Gamified workforce capabilities you can take advantage of.

Never lose track of your most important KPI's

When you intially integrate with PlayVox, you can also create campaigns to track your most important KPI's. Design and user experience are key, the campaign only takes 5 steps to complete so you don't waste any time!

Follow user Performance instantly

In your Performance dashboard, you can get a quick view of your campaign health. This breaks down individial KPI results, how well everyone is meeting their goals, plus filter out your tickets to get an even better idea.

Gamify your user experience

Next-gen software means putting people first. They like to know that their work is appreciated. Reward individual badges and points to users who have been showing an extra initiative to meet your goals.

Transparent Results

Yourself, down to your agents can see their individual results. For agents, this means they can see how they are personally doing against the entire campaign, or against the top 10 in the scoreboard. The faster that everyone can get results, the easier it gets to take action to improve performance and ultimately, your customer experience.

Just like Zendesk has the idea to make customer service more simple and beautiful, PlayVox wants to transform this data into something more simple, useful and easy to understand.

See a detailed demo video here

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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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The secret to Live-chat success

[fa icon="calendar'] Mar 4, 2014 6:04:37 AM / by Briana Songer posted in Contact Center, Agents, call centers, Teletrabajo, training

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Live-Chat technology is something that has grown in popularity over the past few years.
This makes sense for many reasons. For the customer, an online chat system provides immediate access and less time waiting than a call center. They can multi-task ask well. Studies have shown that customers are more likely to return to a website that offers this type of communication.

For the company, the benefits mean slashing phone costs, letting their employees spend less time on the phone, and more time to attend to other tasks at the same time.

If customers are recieving better and quicker service, it means higher satisfaction scores. Engaging customers with online chats can drive sales if it means that customers can have the option to be walked through a sale if they have questions.

So, sure, the technology has huge benefits for a company. However, it's another matter entirely making chat the integration process a success in your business.

Software Advice's customer service blog, Customer Service Inestigator, investigated success stories from Live-Chat training. In this case, Dell came up as a great example, a company that launched its training program seven years ago. Two customer service team executives - Manish Chhabra and Monte Tomasino provided those ''secrets''. Read on to see what they were.

Live-Chat technology is something that has grown in popularity over the past few years.

This makes sense for many reasons. For the customer, an online chat system provides immediate access and less time waiting than a call center. They can multi-task ask well. Studies have shown that customers are more likely to return to a website that offers this type of communication.

For the company, the benefits mean slashing phone costs, letting their employees spend less time on the phone, and more time to attend to other tasks at the same time.

If customers are recieving better and quicker service, it means higher satisfaction scores. Engaging customers with online chats can drive sales if it means that customers can have the option to be walked through a sale if they have questions.

So, sure, the technology has huge benefits for a company. However, it's another matter entirely making chat the integration process a success in your business.

Customer Service Investigator, a software advice column, investigated success stories from Live-Chat training. In this case, Dell came up as a great example, a company that launched its training program seven years ago. Two customer service team executives - Manish Chhabra and Monte Tomasino provided those ''secrets''. Read on to see what they were.

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What if we begin sharing in the Call Center?

[fa icon="calendar'] Nov 5, 2013 3:46:15 AM / by Briana Songer posted in Contact Center, call centers, training

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One conflictive point that has developed inside some Call Centers is information hoarding. I say ''hoarding'' because it seems that any extra knowledge that an agent can come across they use it as an advantage when closing more sales, keeping a client happy or resolving a problem.

There is no integration in a work team, but more of an unhealthy competition that day after day wears on the work environment and creates distrust and de-motivation.

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8 reasons why you're getting bad customer service

[fa icon="calendar'] Oct 2, 2013 8:26:29 AM / by Briana Songer posted in call centers, tips, Customer, training

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Everyone has experienced bad customer service at some point. It's not a fun experience to go through.

According to Zendesk, when customers have a bad experience, about 52% of them vent to family and friends and another 32% will abandon the business altogether. Check out more of the research on how angry customers can have a detrimental effect on your business.

So then, what are the top reasons you might be getting bad customer service? Is it really only the employees fault?

Everyone has experienced bad customer service at some point. It's not a fun experience to go through.

According to Zendesk, when customers have a bad experience, about 52% of them vent to family and friends and another 32% will abandon the business altogether. Check out more of the research on how angry customers can have a detrimental effect on your business.

So then, what are the top reasons you might be getting bad customer service? Is it really only the employees fault?

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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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(Español) 10 formas de potenciar la confianza de los agentes de Call Center

[fa icon="calendar'] Aug 8, 2013 2:08:35 PM / by Oscar Giraldo posted in Contact Center, Agents, Talento Humano, Coaching, gamification, call centers, PlayVox, tips, Teletrabajo, arcaris, training

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Hay cosas que suceden dentro de un Call Center que no se pueden prever. Los cambios repentinos significan que los agentes deben tomar decisiones de juicio inmediato. Lo importante es que se sientan cómodos y seguros para hacerlo. Hay que saber reconocer que los agentes son, de hecho, capaces de tomar sus propias decisiones en base a la gran cantidad de información que recaudan de la interacción con los clientes.

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