Coaching eBook Personalization Quality management 
Playvox
JANUARY 25, 2024
Operational costs – Agents who aren’t invested or lack training, feedback, or coaching tend to be inefficient, ultimately costing your business financially. However, the two main components are Quality Management and Workforce Management. Prevent and close employee skill gaps with a seamless integration to coaching.
Playvox
JANUARY 30, 2024
Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. Yet managers continue to fall short. It also lets supervisors assess and take the necessary action to help with training and coaching. fall in the “engaged” category.
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Playvox
JANUARY 12, 2023
Leading CX centers rely on world-class quality management and workforce management technologies to provide excellent service and support while improving efficiency and reducing costs. The Playvox study found 68% of agents working remotely 31-40 hours per week and most managers (64%) working remotely five or more days per week.
SharpenCX
MARCH 4, 2020
This fleeting access to memory is why in-the-moment coaching is so impactful. Download Now: Get real about coaching and training your agents with these 7 techniques. A typical call center coaches and trains agents in a few different ways. And, they cram months (and months) of feedback into a single coaching session.
Playvox
FEBRUARY 1, 2024
In digital customer communication, we lose the benefit of eye contact, tone of voice, body language, and other cues we use during in-person dialog. I waited five minutes to talk to a live person. Without the benefit of in-person interactions, how do you “read the customer” in online messages, text, and chats?
Playvox
MAY 4, 2023
When you’re integrating several digital channels, you need a good workforce management solution to lower handle times and provide more accurate forecasting data and capabilities across all channels. Taking it a step further, you also need a solution that takes a digital-first approach to quality management.
Playvox
DECEMBER 13, 2022
Calling their own phone, family, or friends or handling personal issues when doing “outbound” work. If only one person is practicing interaction avoidance, the impact is fairly small. Interaction avoidance is a costly problem in your business, but with proper quality management practices in place, you can keep it under control.
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