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Team Leaders: How to Personalize your Agent Training (Clone)

Posted by Playvox's Team on Jan 21, 2020 8:56:53 AM

According to Peppers and Rogers Group, only “65% of companies provide effective tools and training to their agents.” Harris Interactive reports that “...customer service agents fail to answer customer questions 50% of the time.” 

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Topics: HR Management for CX, CX Culture

Real-Time Intraday QA? Really? (Clone)

Posted by Playvox's Team on Jan 21, 2020 8:56:21 AM

Did you know the first known use of the term "real time" was back in 1953? It's true. Merriam-Webster.com says so. Since that time, the phrase has been embraced by many technology related industries, including the customer service space. Today, we hear the words "real time" quite often - real time analytics, real time monitoring, real time metrics, real time data, etc. 

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Topics: CX Culture

Intraday Agent Inspiration Techniques You Must Consider (Clone)

Posted by Playvox's Team on Jan 21, 2020 8:55:56 AM

According to Glassdoor, appreciation is the single most critical element for motivating customer service teams. According to its recent study, 81% of customer service employees feel appreciation is their most important motivating factor, followed by demanding bosses (38%) and fear of losing one’s job (37%).

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Topics: Customer Experience, CX Culture

Article en BR

Posted by Playvox's Team on Nov 27, 2019 3:31:25 PM
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