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Announcing PlayVox - April '16 Release

[fa icon="calendar'] Apr 15, 2016 11:06:44 AM / by Oscar Giraldo posted in Contact Center, Workforce Optimization, Coaching, gamification, call centers, Product News, Release, workforce management, wfo

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We are excited to tell you about new features and enhancements to the PlayVox platform. 

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Why You Need to Get Rid of Spreadsheets in Your Call Center

[fa icon="calendar'] Mar 11, 2016 1:20:00 PM / by Jade Longelin posted in Workforce Optimization, call centers, end of spreadsheets

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Like any long-term relationship no matter the reason, saying goodbye can be hard to do, especially as it’s so familiar and you're unsure of what’s out there. As time goes by and your call center continues to evolve, you’ll eventually need to let go of traditional spreadsheets in order to move forward. 

Parting ways with spreadsheets in your call center can be scary, but it could turn out to be one of the best decisions you’ve ever made. 

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4 Non-Monetary Ways to Boost Agent Performance in Your Call Center

[fa icon="calendar'] Mar 9, 2016 7:30:00 AM / by Jade Longelin posted in Workforce Optimization, KPI, employee engagement, performance metric

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If you’re focused on bettering customer service within your call center, the first thing you should look to boost is agent performance. 

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The Death of Spreadsheets in Call Centers

[fa icon="calendar'] Mar 7, 2016 7:48:20 AM / by Oscar Giraldo posted in Workforce Optimization, employee engagement, end of spreadsheets

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Last year, I was surprised when I discovered that one of the largest tech companies in the world ran their global call center operations through spreadsheets. Yes, that's right, spreadsheets! The irony of a tech company using old school methods seemed counterintuitive.

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Announcing PlayVox - February '16 Release

[fa icon="calendar'] Mar 2, 2016 7:31:49 AM / by Oscar Giraldo posted in Contact Center, Workforce Optimization, Coaching, gamification, call centers, Product News, Release, workforce management, wfo

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We are very excited to tell you about some new features and enhancements to the PlayVox platform.
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Three Highly Effective Strategies to Retain Call Center Employees

[fa icon="calendar'] Jan 21, 2016 4:24:00 PM / by Briana Songer posted in Workforce Optimization, employee engagement, retention

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As you start a new year, you're likely evaluating, reflecting, and planning around your call center's employee performance and quality process. Do you really know how satisfied they are in their jobs, or if they're doing their jobs as efficiently as possible? How is this ultimately affecting your customer satisfaction results?

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What Really Motivates Your Workforce? It's More than Money

[fa icon="calendar'] Dec 1, 2015 12:23:33 PM / by Briana Songer posted in Workforce Optimization, workforce management

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Being in charge of a call center means you have a great amount of accountability.You must ensure your customers are being treated properly and with respect, while simultaneously ensuring your employees are staying happy and motivated. If employees are dissatisfied with their job, your business could be impacted greatly, especially in the areas of costly retention and poor reviews.

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Workforce Management Giving You a Headache? We've Got the Cure

[fa icon="calendar'] Nov 18, 2015 6:01:00 PM / by Briana Songer posted in Workforce Optimization, employee engagement, workforce management

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 workforce_management

Knowledge is power, as the old saying goes, and that's certainly true when it comes to workforce management and employee engagement. You probably already use a few tools to manage the human assets in your business; still, you might have questions about how consolidating your workforce management tools can save you a headache -- and money! 

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Why WFO is part of a bigger Quantified Workforce category

[fa icon="calendar'] Jun 9, 2014 4:11:21 PM / by Briana Songer posted in Contact Center, Workforce Optimization, PlayVox, tips, Quantified Workplace

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Why integrating PlayVox for Five9 is good for your Call Center

[fa icon="calendar'] Apr 2, 2014 12:59:00 PM / 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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