CONTACT CENTER SOFTWARE Contact center software for delivering world-class customer service. Empower agents, team leaders, QA analysts and managers with the capabilities and real-time 7 CALL CENTER GAMES FOR BETTER CUSTOMER SERVICESEE MORE ON

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7 ENGAGING CALL CENTER CONTEST IDEAS TO GET EXCITED ABOUT 7. Mystery Prize. Put a little intrigue into your workplace with Mystery Prize call center contest ideas. Choose an unusual mystery prize that your team members won’t easily guess. 7 CUSTOMER SERVICE VALUES THAT PLAY A CRITICAL ROLE ON “Culture eats strategy for breakfast.” Culture communicates goals through values. Deliberately setting your team’s values can go a long way towards building a workplace mindset that brings all of you together with a shared purpose. 31 EMPATHY STATEMENTS TO IMPROVE YOUR CUSTOMER SERVICE TODAY Words are important. Keywords and phrases are how we show that we are listening and that we want to help, especially those rooted in empathy. Saying the right phrase or words to a customer shows you, as an agent, are empathetic to the customer’s needs.In addition, saying the right words also can soothe an angry customer and allow the agent more time to proceed with the business at hand. 17 MOST EFFECTIVE KPIS TO EVALUATE CUSTOMER SERVICE Knowing how to evaluate customer service performance can be difficult. Here are the 17 most effective KPIs to evaluate your customer service

performance.

11 SOFT SKILLS FOR CUSTOMER SERVICE TEAMS THAT MAKE According to New Voice Media, feeling unappreciated is the #1 reason customers switch away from products and services.If the customer feels neglected or forgotten, you’ve lost an opportunity to impress and further strengthen customer loyalty and trust. HOW TO MANAGE A HEAVY WORKLOAD EFFECTIVELY WITHOUT We have all had days in our professional careers where we felt we had too much work and not enough time in the day to finish it all. Toward the end of 2016, a study by Wrike came out stating nearly 6 in 10 employees feel their workloads have gone up. Further, a fifth reported they felt work demands had increased "significantly." 7 COMMON CUSTOMER SERVICE COMPLAINTS AND HOW YOU CAN It's practically impossible to keep all customers satisfied. Nonetheless, it's important you listen to your clients and keep a keep eye on common customer complaints in order to improve your service to maintain and grow your relationships. HOW TO OVERCOME 7 COMMON CALL CENTER PROBLEMS THAT LOWER Call centers are the front line of customer service but many common call center problems can stand in the way of top-tier customer service. It is well known a call center is one of the toughest work environments, which can result in increased agent absenteeism, agent turnover and costs while decreasing customer service quality, team morale and effectiveness. CONTACT CENTER SOFTWARE Contact center software for delivering world-class customer service. Empower agents, team leaders, QA analysts and managers with the capabilities and real-time 7 CALL CENTER GAMES FOR BETTER CUSTOMER SERVICESEE MORE ON

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7 ENGAGING CALL CENTER CONTEST IDEAS TO GET EXCITED ABOUT 7. Mystery Prize. Put a little intrigue into your workplace with Mystery Prize call center contest ideas. Choose an unusual mystery prize that your team members won’t easily guess. 7 CUSTOMER SERVICE VALUES THAT PLAY A CRITICAL ROLE ON “Culture eats strategy for breakfast.” Culture communicates goals through values. Deliberately setting your team’s values can go a long way towards building a workplace mindset that brings all of you together with a shared purpose. 31 EMPATHY STATEMENTS TO IMPROVE YOUR CUSTOMER SERVICE TODAY Words are important. Keywords and phrases are how we show that we are listening and that we want to help, especially those rooted in empathy. Saying the right phrase or words to a customer shows you, as an agent, are empathetic to the customer’s needs.In addition, saying the right words also can soothe an angry customer and allow the agent more time to proceed with the business at hand. 17 MOST EFFECTIVE KPIS TO EVALUATE CUSTOMER SERVICE Knowing how to evaluate customer service performance can be difficult. Here are the 17 most effective KPIs to evaluate your customer service

performance.

11 SOFT SKILLS FOR CUSTOMER SERVICE TEAMS THAT MAKE According to New Voice Media, feeling unappreciated is the #1 reason customers switch away from products and services.If the customer feels neglected or forgotten, you’ve lost an opportunity to impress and further strengthen customer loyalty and trust. HOW TO MANAGE A HEAVY WORKLOAD EFFECTIVELY WITHOUT We have all had days in our professional careers where we felt we had too much work and not enough time in the day to finish it all. Toward the end of 2016, a study by Wrike came out stating nearly 6 in 10 employees feel their workloads have gone up. Further, a fifth reported they felt work demands had increased "significantly." 7 COMMON CUSTOMER SERVICE COMPLAINTS AND HOW YOU CAN It's practically impossible to keep all customers satisfied. Nonetheless, it's important you listen to your clients and keep a keep eye on common customer complaints in order to improve your service to maintain and grow your relationships. HOW TO OVERCOME 7 COMMON CALL CENTER PROBLEMS THAT LOWER Call centers are the front line of customer service but many common call center problems can stand in the way of top-tier customer service. It is well known a call center is one of the toughest work environments, which can result in increased agent absenteeism, agent turnover and costs while decreasing customer service quality, team morale and effectiveness. 6 SIGNS IT'S TIME TO REPLACE SPREADSHEET SCHEDULES WITH A Let’s face it. Spreadsheets were made to manage numbers, not to manage people. For scheduling and managing the complexities of a high-demand agent workforce, spreadsheets do not cut it. HOW TO OVERCOME 7 COMMON CALL CENTER PROBLEMS THAT LOWER Call centers are the front line of customer service but many common call center problems can stand in the way of top-tier customer service. It is well known a call center is one of the toughest work environments, which can result in increased agent absenteeism, agent turnover and costs while decreasing customer service quality, team morale and effectiveness. 12 CREATIVE CUSTOMER SERVICE INCENTIVE IDEAS (OTHER THAN Rewards don’t have to equate to cash. So, what can you offer instead? Below, we look at 12 great creative customer service incentive ideas that aren’t money! 12 EASY AND CREATIVE CALL CENTER REWARDS AND RECOGNITION IDEAS Keeping employees happy and motivated can be a challenge in any workplace, and is especially the case for contact centers. Although you might think that employee happiness is less of a priority, research shows that happy employees are more productive.This is where call center incentivizing comes into play, at the juncture of happiness and productivity. 7 TIPS ON HOW TO IMPROVE CUSTOMER EXPERIENCE IN A CALL CENTER There is always room for improvement when it comes to creating an amazing customer experience. With all the different touchpoints a customer can use to connect with your brand, every channel becomes an opportunity to delight and impress. 7 COACHING TECHNIQUES TO MANAGE DIFFICULT CALL CENTER We have all been there. Dealing with the employee who can spot a loophole in an HR process a mile away, who is an expert at building a negative work environment, who can deflect attention from their lack of engagement onto the minor faults of others or the employee who genuinely thinks the universe owes them a living for very little

input.

USING EMOTIONAL INTELLIGENCE TO IMPROVE YOUR CUSTOMER SERVICE Keeping emotional intelligence in mind when hiring, training, and supporting your call center staff is an investment that will pay off

in many ways.

WHAT IS QUALITY ASSURANCE IN A CALL CENTER AND WHAT DOES Anyone who has ever made a call to a customer service contact center has heard this recording: “This call may be recorded or monitored, for quality and training purposes.” 5 CUSTOMER SERVICE TEAM LEADER SKILLS YOU NEED BE HIRING Are you looking to hire a customer service manager for your team? Although it may be easy to go for the first energetic person you interview, it’s important to go a step further and define the customer service leadership skills your team needs so they can thrive. TEAM LEADERS: HOW TO PERSONALIZE YOUR AGENT TRAINING Just like most things in life, personalization is more effective than standardization. Customer service agent training is no different. By pinpointing your agents’ weaknesses and building and assigning content to address those areas is the key to higher CSAT scores as well as both customer and agent retention. CONTACT CENTER SOFTWARE Contact center software for delivering world-class customer service. Empower agents, team leaders, QA analysts and managers with the. capabilities and real-time intelligence needed to delight customers and boost revenue. Schedule a Demo See the Platform. 7 ENGAGING CALL CENTER CONTEST IDEAS TO GET EXCITED ABOUT You can gamify your call center using these engaging call center contest ideas: 1. Daily Perks. Daily perks are one of the simplest of all the call center contest ideas. Choose one of the KPIs you want to improve in this contest. Then, at the end of the day, give a special prize for the person who performed best on that metric. 31 EMPATHY STATEMENTS TO IMPROVE YOUR CUSTOMER SERVICE TODAY Words are important. Keywords and phrases are how we show that we are listening and that we want to help, especially those rooted in empathy. Saying the right phrase or words to a customer shows you, as an agent, are empathetic to the customer’s needs.In addition, saying the right words also can soothe an angry customer and allow the agent more time to proceed with the business at hand. 7 CUSTOMER SERVICE VALUES THAT PLAY A CRITICAL ROLE ON It is a solutions center, an answers center, and an opportunity center. When customers call in, they can feel the difference in the energy and attitude that your agents will have. 5. Trust. Trust is the basis of good communication. It means telling the truth, even if you've made a mistake. 7 COACHING TECHNIQUES TO MANAGE DIFFICULT CALL CENTER Having in place specific coaching techniques for difficult employees is one of the most important lessons in successful management. 1. Praise Positive Performance. When considering how to deal with difficult employees, remember that everyone has something to offer given the right support and encouragement. Work on strengths. 11 SOFT SKILLS FOR CUSTOMER SERVICE TEAMS THAT MAKE Luckily, empathy is a soft skill that can constantly be enhanced and improved upon, whether that be through training or through practicing customer service empathy statements . 5. Enthusiasm. No customer wants to call your company and get stuck with an agent who is clearly hating every second spent on the phone. 7 WAYS TO EASILY BOOST CUSTOMER SERVICE EMPATHY The bottom line here is that empathy will not only enhance customer experiences but it can rescue the bad ones. Here are 7 easy ways to help your customer service team hone in on their empathy skills. 1. Practice Active Listening. One of the most important CONTACT CENTER SOFTWARE Contact center software for delivering world-class customer service. Empower agents, team leaders, QA analysts and managers with the. capabilities and real-time intelligence needed to delight customers and boost revenue. Schedule a Demo See the Platform. 7 ENGAGING CALL CENTER CONTEST IDEAS TO GET EXCITED ABOUT You can gamify your call center using these engaging call center contest ideas: 1. Daily Perks. Daily perks are one of the simplest of all the call center contest ideas. Choose one of the KPIs you want to improve in this contest. Then, at the end of the day, give a special prize for the person who performed best on that metric. 31 EMPATHY STATEMENTS TO IMPROVE YOUR CUSTOMER SERVICE TODAY Words are important. Keywords and phrases are how we show that we are listening and that we want to help, especially those rooted in empathy. Saying the right phrase or words to a customer shows you, as an agent, are empathetic to the customer’s needs.In addition, saying the right words also can soothe an angry customer and allow the agent more time to proceed with the business at hand. 7 CUSTOMER SERVICE VALUES THAT PLAY A CRITICAL ROLE ON It is a solutions center, an answers center, and an opportunity center. When customers call in, they can feel the difference in the energy and attitude that your agents will have. 5. Trust. Trust is the basis of good communication. It means telling the truth, even if you've made a mistake. 7 COACHING TECHNIQUES TO MANAGE DIFFICULT CALL CENTER Having in place specific coaching techniques for difficult employees is one of the most important lessons in successful management. 1. Praise Positive Performance. When considering how to deal with difficult employees, remember that everyone has something to offer given the right support and encouragement. Work on strengths. 11 SOFT SKILLS FOR CUSTOMER SERVICE TEAMS THAT MAKE Luckily, empathy is a soft skill that can constantly be enhanced and improved upon, whether that be through training or through practicing customer service empathy statements . 5. Enthusiasm. No customer wants to call your company and get stuck with an agent who is clearly hating every second spent on the phone. 7 WAYS TO EASILY BOOST CUSTOMER SERVICE EMPATHY The bottom line here is that empathy will not only enhance customer experiences but it can rescue the bad ones. Here are 7 easy ways to help your customer service team hone in on their empathy skills. 1. Practice Active Listening. One of the most important 7 CALL CENTER GAMES FOR BETTER CUSTOMER SERVICE All call center customer service games should offer a prize for winners, such as an extra day of paid vacation, a gift card or a meal for two. 1. Hangman. The classic game of guessing letters to save a stick figure’s life. This is a terrific addition to your range of call center games, allowing you to recap key elements from training

sessions

7 TIPS ON HOW TO IMPROVE CUSTOMER EXPERIENCE IN A CALL CENTER 5. Collect Customer Feedback. Make customers part of your improvement process. Open up a dialogue between your brand and your customers. Loyal customers will appreciate that you take the time to listen to their opinion and feedback. You can even take the time to call and write to your most loyal brand ambassadors. HOW TO STRUCTURE YOUR CUSTOMER SERVICE TEAM They may work alongside QA analysts to devise programs that address issues or knowledge gaps, which can be detected during ongoing quality assurance. #2. Create Sub-Teams with Different Specialisms. Another vital aspect of building a customer service team properly is implementing sub-teams, with different expertise. 7 COMMON CUSTOMER SERVICE COMPLAINTS AND HOW YOU CAN Here are the 7 most common customer service complaints and how you can address them. Customers hate. 1. Being Transferred Over and Over. Trying to reach a solution to a complex problem shouldn’t make the customer feel like a reluctant dancing partner. A customer would much prefer to work with one knowledgeable, dependable agent rather than 6 FUN CALL CENTER SOFT SKILLS TRAINING MATERIAL AND ACTIVITIES According to a study by CCW, training is the No. 2 priority for contact centers in 2018, as they believe tools and training play crucial roles in driving the agent experience.. You have to be diligent if you want to improve your agents’ performance with call center soft skills training activities. Skills like communication, questioning techniques, self-awareness, empathy, and dealing with 6 THINGS YOUR CUSTOMERS EXPECT FROM YOUR CALL CENTER! Below we’ll discuss the top 6 things your customers expect from your call center. 1. Personal attention. Customers increasingly expect a personalized experience at all times, and although fostering relationships with clients takes more effort, it’s well worth the effort as it can turn customers into loyal advocates of your brand. 5 CUSTOMER SERVICE TEAM LEADER SKILLS YOU NEED BE HIRING Below, we will discuss the 5 you need to be hiring. 1. A Good Coach. A good leader is a good coach. Your customer service manager will most likely have to do plenty of training and continuous formation to keep agents sharp and up-to-date. Look for a customer service 6 SIGNS IT'S TIME TO REPLACE SPREADSHEET SCHEDULES WITH A Let’s face it. Spreadsheets were made to manage numbers, not to manage people. For scheduling and managing the complexities of a high-demand agent workforce, spreadsheets do not cut it. USING EMOTIONAL INTELLIGENCE TO IMPROVE YOUR CUSTOMER SERVICE Encourage agents to keep a detailed log of customer interactions, including history and preferences, to put customers at ease in the way that suits them best. 3. Give agents practical skills for emotional intelligence and customer service. Of the five components of emotional intelligence, three of them-- self-awareness, self-regulation, and TOP 7 KPIS TO MEASURE YOUR CALL CENTER QUALITY ASSURANCE Invite agents, team leaders and managers to share their views on how well the analysts are integrating into the call center. Use this to help the QA analyst forge stronger bonds with their colleagues. 6. Fast Learning/Adaptability. A QA analyst must be able to come into your call center and start evaluating performance with minimal delay. CONTACT CENTER SOFTWARE Contact center software for delivering world-class customer service. Empower agents, team leaders, QA analysts and managers with the. capabilities and real-time intelligence needed to delight customers and boost revenue. Schedule a Demo See the Platform. 7 CALL CENTER GAMES FOR BETTER CUSTOMER SERVICE 31 EMPATHY STATEMENTS TO IMPROVE YOUR CUSTOMER SERVICE TODAY Words are important. Keywords and phrases are how we show that we are listening and that we want to help, especially those rooted in empathy. Saying the right phrase or words to a customer shows you, as an agent, are empathetic to the customer’s needs.In addition, saying the right words also can soothe an angry customer and allow the agent more time to proceed with the business at hand. 7 ENGAGING CALL CENTER CONTEST IDEAS TO GET EXCITED ABOUT You can gamify your call center using these engaging call center contest ideas: 1. Daily Perks. Daily perks are one of the simplest of all the call center contest ideas. Choose one of the KPIs you want to improve in this contest. Then, at the end of the day, give a special prize for the person who performed best on that metric. HOW TO OVERCOME 7 COMMON CALL CENTER PROBLEMS THAT LOWER Playvox, which easily integrates with Zendesk, provides the tools to run the QA operations of your call center, centralizing training, coaching and evaluation tools. 5. Struggling To Boost Performance. Hitting targets and satisfying customers consistently is a common issue for call centers. 17 MOST EFFECTIVE KPIS TO EVALUATE CUSTOMER SERVICE In the following article, we’ll take a look at the 17 most effective customer service KPIs to evaluate your performance. 1. First Call Resolution (FCR) First Call Resolution is a fantastic metric to add to your custom Playvox Performance dashboard. If agents are solving problems within a single call, your customers will be satisfied and

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12 CREATIVE CUSTOMER SERVICE INCENTIVE IDEAS (OTHER THAN Below, we look at 12 thoughts for your company. 1. Takeout Lunches. This is a simple but effective customer service incentive plan. Most of us love takeout, whether that means ordering a 15” stuffed-crust pizza, a veggie sub or a burger and fries combo. You might be used to turning to takeout at the end of a long, tiring day when you can’t HOW TO MANAGE A HEAVY WORKLOAD EFFECTIVELY WITHOUT Here are six strategies for managing a heavy workload and tackling the extra items on your to-do list: 1. Look At How To Reduce Workload Of Employees. To cope with the extra workload, call center managers need to be creative. Asking your agents to "turn up the crank" and work faster and harder won't solve your problems. 7 EJEMPLOS DE MAL SERVICIO AL CLIENTE (Y CÓMO …TRANSLATE THIS PAGE 3. Transferir las llamadas una y otra vez. El hecho de pasar de un agente a otro y otro es uno de los ejemplos más frecuentes de llamadas de mal servicio al cliente. Esto no sólo implica que tu personal no sabe cómo resolver un problema, sino que sugiere que toda tu estructura también necesita mejorar. CONTACT CENTER SOFTWARE Contact center software for delivering world-class customer service. Empower agents, team leaders, QA analysts and managers with the. capabilities and real-time intelligence needed to delight customers and boost revenue. Schedule a Demo See the Platform. 7 CALL CENTER GAMES FOR BETTER CUSTOMER SERVICE 31 EMPATHY STATEMENTS TO IMPROVE YOUR CUSTOMER SERVICE TODAY Words are important. Keywords and phrases are how we show that we are listening and that we want to help, especially those rooted in empathy. Saying the right phrase or words to a customer shows you, as an agent, are empathetic to the customer’s needs.In addition, saying the right words also can soothe an angry customer and allow the agent more time to proceed with the business at hand. 7 ENGAGING CALL CENTER CONTEST IDEAS TO GET EXCITED ABOUT You can gamify your call center using these engaging call center contest ideas: 1. Daily Perks. Daily perks are one of the simplest of all the call center contest ideas. Choose one of the KPIs you want to improve in this contest. Then, at the end of the day, give a special prize for the person who performed best on that metric. HOW TO OVERCOME 7 COMMON CALL CENTER PROBLEMS THAT LOWER Playvox, which easily integrates with Zendesk, provides the tools to run the QA operations of your call center, centralizing training, coaching and evaluation tools. 5. Struggling To Boost Performance. Hitting targets and satisfying customers consistently is a common issue for call centers. 17 MOST EFFECTIVE KPIS TO EVALUATE CUSTOMER SERVICE In the following article, we’ll take a look at the 17 most effective customer service KPIs to evaluate your performance. 1. First Call Resolution (FCR) First Call Resolution is a fantastic metric to add to your custom Playvox Performance dashboard. If agents are solving problems within a single call, your customers will be satisfied and

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12 CREATIVE CUSTOMER SERVICE INCENTIVE IDEAS (OTHER THAN Below, we look at 12 thoughts for your company. 1. Takeout Lunches. This is a simple but effective customer service incentive plan. Most of us love takeout, whether that means ordering a 15” stuffed-crust pizza, a veggie sub or a burger and fries combo. You might be used to turning to takeout at the end of a long, tiring day when you can’t HOW TO MANAGE A HEAVY WORKLOAD EFFECTIVELY WITHOUT Here are six strategies for managing a heavy workload and tackling the extra items on your to-do list: 1. Look At How To Reduce Workload Of Employees. To cope with the extra workload, call center managers need to be creative. Asking your agents to "turn up the crank" and work faster and harder won't solve your problems. 7 EJEMPLOS DE MAL SERVICIO AL CLIENTE (Y CÓMO …TRANSLATE THIS PAGE 3. Transferir las llamadas una y otra vez. El hecho de pasar de un agente a otro y otro es uno de los ejemplos más frecuentes de llamadas de mal servicio al cliente. Esto no sólo implica que tu personal no sabe cómo resolver un problema, sino que sugiere que toda tu estructura también necesita mejorar. 9 MUST-HAVE KPIS FOR CUSTOMER SERVICE MANAGERS Anything from 9 to 10 can be considered a promoter, 6 to 8 are passive and 0 to 6 are detractors. Look at the other KPIs for interactions, resulting in low scores to see what factors are to blame. 6. Cost Per Call. This customer service KPI is easy to 7 EXAMPLES OF BAD CUSTOMER SERVICE (AND HOW TO FIX THEM) 1. Putting Customers on Hold for too Long. This is one of the most common examples of bad customer service calls. The prospect of being placed on hold for several minutes is enough to inspire a sense of dread in even the most upbeat caller. It’s vital to 12 EASY AND CREATIVE CALL CENTER REWARDS AND RECOGNITION IDEAS Keeping employees happy and motivated can be a challenge in any workplace, and is especially the case for contact centers. Although you might think that employee happiness is less of a priority, research shows that happy employees are more productive.This is where call center incentivizing comes into play, at the juncture of happiness and productivity. HOW TO MANAGE A HEAVY WORKLOAD EFFECTIVELY WITHOUT Here are six strategies for managing a heavy workload and tackling the extra items on your to-do list: 1. Look At How To Reduce Workload Of Employees. To cope with the extra workload, call center managers need to be creative. Asking your agents to "turn up the crank" and work faster and harder won't solve your problems. 7 COMMON CUSTOMER SERVICE COMPLAINTS AND HOW YOU CAN Here are the 7 most common customer service complaints and how you can address them. Customers hate. 1. Being Transferred Over and Over. Trying to reach a solution to a complex problem shouldn’t make the customer feel like a reluctant dancing partner. A customer would much prefer to work with one knowledgeable, dependable agent rather than USING EMOTIONAL INTELLIGENCE TO IMPROVE YOUR CUSTOMER SERVICE Encourage agents to keep a detailed log of customer interactions, including history and preferences, to put customers at ease in the way that suits them best. 3. Give agents practical skills for emotional intelligence and customer service. Of the five components of emotional intelligence, three of them-- self-awareness, self-regulation, and PLAYVOX SOFTWARE DE GARANTIA DE QUALIDADE DE …TRANSLATE THIS PAGE Playvox Software de Garantia de Qualidade de Serviço ao Cliente. Um conjunto de soluções para otimização dos agentes! Avalie, melhore e inspire o desempenho do seu time. Capacite agentes, líderes de equipe, analistas de controle de qualidade e gerentes com recursos e inteligência em tempo real necessários para encantar os clientes e TOP 7 KPIS TO MEASURE YOUR CALL CENTER QUALITY ASSURANCE Invite agents, team leaders and managers to share their views on how well the analysts are integrating into the call center. Use this to help the QA analyst forge stronger bonds with their colleagues. 6. Fast Learning/Adaptability. A QA analyst must be able to come into your call center and start evaluating performance with minimal delay. WHY IS QUALITY ASSURANCE IMPORTANT IN A CALL CENTER? Quality assurance should be an ongoing process to keep improving your call center’s customer service. Over time, after consistent call monitoring, customer surveys, coaching, targeted training and more, your workforce will continue to get stronger. It’s more likely your employees will care more about the quality of service they deliver. 7 EXEMPLOS DE MAU ATENDIMENTO AO CLIENTE (E COMO …TRANSLATE THIS

PAGE

Antes de tudo, você precisa saber o que observar. Assim, nós mostraremos sete exemplos de mau atendimento ao cliente (e como corrigi-los). 1. Clientes em espera por muito tempo. Este é um dos exemplos mais comuns de chamadas de serviço ao cliente ruim. A perspectiva de ficar em espera por vários minutos pode gerar uma

sensação de pavor

CONTACT CENTER SOFTWARE Contact center software for delivering world-class customer service. Empower agents, team leaders, QA analysts and managers with the. capabilities and real-time intelligence needed to delight customers and boost revenue. Schedule a Demo See the Platform. 7 CALL CENTER GAMES FOR BETTER CUSTOMER SERVICE 31 EMPATHY STATEMENTS TO IMPROVE YOUR CUSTOMER SERVICE TODAY Words are important. Keywords and phrases are how we show that we are listening and that we want to help, especially those rooted in empathy. Saying the right phrase or words to a customer shows you, as an agent, are empathetic to the customer’s needs.In addition, saying the right words also can soothe an angry customer and allow the agent more time to proceed with the business at hand. 7 ENGAGING CALL CENTER CONTEST IDEAS TO GET EXCITED ABOUT You can gamify your call center using these engaging call center contest ideas: 1. Daily Perks. Daily perks are one of the simplest of all the call center contest ideas. Choose one of the KPIs you want to improve in this contest. Then, at the end of the day, give a special prize for the person who performed best on that metric. HOW TO OVERCOME 7 COMMON CALL CENTER PROBLEMS THAT LOWER Playvox, which easily integrates with Zendesk, provides the tools to run the QA operations of your call center, centralizing training, coaching and evaluation tools. 5. Struggling To Boost Performance. Hitting targets and satisfying customers consistently is a common issue for call centers. 17 MOST EFFECTIVE KPIS TO EVALUATE CUSTOMER SERVICE In the following article, we’ll take a look at the 17 most effective customer service KPIs to evaluate your performance. 1. First Call Resolution (FCR) First Call Resolution is a fantastic metric to add to your custom Playvox Performance dashboard. If agents are solving problems within a single call, your customers will be satisfied and

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12 CREATIVE CUSTOMER SERVICE INCENTIVE IDEAS (OTHER THAN Below, we look at 12 thoughts for your company. 1. Takeout Lunches. This is a simple but effective customer service incentive plan. Most of us love takeout, whether that means ordering a 15” stuffed-crust pizza, a veggie sub or a burger and fries combo. You might be used to turning to takeout at the end of a long, tiring day when you can’t HOW TO MANAGE A HEAVY WORKLOAD EFFECTIVELY WITHOUT Here are six strategies for managing a heavy workload and tackling the extra items on your to-do list: 1. Look At How To Reduce Workload Of Employees. To cope with the extra workload, call center managers need to be creative. Asking your agents to "turn up the crank" and work faster and harder won't solve your problems. 7 EJEMPLOS DE MAL SERVICIO AL CLIENTE (Y CÓMO …TRANSLATE THIS PAGE 3. Transferir las llamadas una y otra vez. El hecho de pasar de un agente a otro y otro es uno de los ejemplos más frecuentes de llamadas de mal servicio al cliente. Esto no sólo implica que tu personal no sabe cómo resolver un problema, sino que sugiere que toda tu estructura también necesita mejorar. CONTACT CENTER SOFTWARE Contact center software for delivering world-class customer service. Empower agents, team leaders, QA analysts and managers with the. capabilities and real-time intelligence needed to delight customers and boost revenue. Schedule a Demo See the Platform. 7 CALL CENTER GAMES FOR BETTER CUSTOMER SERVICE 31 EMPATHY STATEMENTS TO IMPROVE YOUR CUSTOMER SERVICE TODAY Words are important. Keywords and phrases are how we show that we are listening and that we want to help, especially those rooted in empathy. Saying the right phrase or words to a customer shows you, as an agent, are empathetic to the customer’s needs.In addition, saying the right words also can soothe an angry customer and allow the agent more time to proceed with the business at hand. 7 ENGAGING CALL CENTER CONTEST IDEAS TO GET EXCITED ABOUT You can gamify your call center using these engaging call center contest ideas: 1. Daily Perks. Daily perks are one of the simplest of all the call center contest ideas. Choose one of the KPIs you want to improve in this contest. Then, at the end of the day, give a special prize for the person who performed best on that metric. HOW TO OVERCOME 7 COMMON CALL CENTER PROBLEMS THAT LOWER Playvox, which easily integrates with Zendesk, provides the tools to run the QA operations of your call center, centralizing training, coaching and evaluation tools. 5. Struggling To Boost Performance. Hitting targets and satisfying customers consistently is a common issue for call centers. 17 MOST EFFECTIVE KPIS TO EVALUATE CUSTOMER SERVICE In the following article, we’ll take a look at the 17 most effective customer service KPIs to evaluate your performance. 1. First Call Resolution (FCR) First Call Resolution is a fantastic metric to add to your custom Playvox Performance dashboard. If agents are solving problems within a single call, your customers will be satisfied and

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12 CREATIVE CUSTOMER SERVICE INCENTIVE IDEAS (OTHER THAN Below, we look at 12 thoughts for your company. 1. Takeout Lunches. This is a simple but effective customer service incentive plan. Most of us love takeout, whether that means ordering a 15” stuffed-crust pizza, a veggie sub or a burger and fries combo. You might be used to turning to takeout at the end of a long, tiring day when you can’t HOW TO MANAGE A HEAVY WORKLOAD EFFECTIVELY WITHOUT Here are six strategies for managing a heavy workload and tackling the extra items on your to-do list: 1. Look At How To Reduce Workload Of Employees. To cope with the extra workload, call center managers need to be creative. Asking your agents to "turn up the crank" and work faster and harder won't solve your problems. 7 EJEMPLOS DE MAL SERVICIO AL CLIENTE (Y CÓMO …TRANSLATE THIS PAGE 3. Transferir las llamadas una y otra vez. El hecho de pasar de un agente a otro y otro es uno de los ejemplos más frecuentes de llamadas de mal servicio al cliente. Esto no sólo implica que tu personal no sabe cómo resolver un problema, sino que sugiere que toda tu estructura también necesita mejorar. 9 MUST-HAVE KPIS FOR CUSTOMER SERVICE MANAGERS Anything from 9 to 10 can be considered a promoter, 6 to 8 are passive and 0 to 6 are detractors. Look at the other KPIs for interactions, resulting in low scores to see what factors are to blame. 6. Cost Per Call. This customer service KPI is easy to 7 EXAMPLES OF BAD CUSTOMER SERVICE (AND HOW TO FIX THEM) 1. Putting Customers on Hold for too Long. This is one of the most common examples of bad customer service calls. The prospect of being placed on hold for several minutes is enough to inspire a sense of dread in even the most upbeat caller. It’s vital to 12 EASY AND CREATIVE CALL CENTER REWARDS AND RECOGNITION IDEAS Keeping employees happy and motivated can be a challenge in any workplace, and is especially the case for contact centers. Although you might think that employee happiness is less of a priority, research shows that happy employees are more productive.This is where call center incentivizing comes into play, at the juncture of happiness and productivity. HOW TO MANAGE A HEAVY WORKLOAD EFFECTIVELY WITHOUT Here are six strategies for managing a heavy workload and tackling the extra items on your to-do list: 1. Look At How To Reduce Workload Of Employees. To cope with the extra workload, call center managers need to be creative. Asking your agents to "turn up the crank" and work faster and harder won't solve your problems. 7 COMMON CUSTOMER SERVICE COMPLAINTS AND HOW YOU CAN Here are the 7 most common customer service complaints and how you can address them. Customers hate. 1. Being Transferred Over and Over. Trying to reach a solution to a complex problem shouldn’t make the customer feel like a reluctant dancing partner. A customer would much prefer to work with one knowledgeable, dependable agent rather than USING EMOTIONAL INTELLIGENCE TO IMPROVE YOUR CUSTOMER SERVICE Encourage agents to keep a detailed log of customer interactions, including history and preferences, to put customers at ease in the way that suits them best. 3. Give agents practical skills for emotional intelligence and customer service. Of the five components of emotional intelligence, three of them-- self-awareness, self-regulation, and PLAYVOX SOFTWARE DE GARANTIA DE QUALIDADE DE …TRANSLATE THIS PAGE Playvox Software de Garantia de Qualidade de Serviço ao Cliente. Um conjunto de soluções para otimização dos agentes! Avalie, melhore e inspire o desempenho do seu time. Capacite agentes, líderes de equipe, analistas de controle de qualidade e gerentes com recursos e inteligência em tempo real necessários para encantar os clientes e TOP 7 KPIS TO MEASURE YOUR CALL CENTER QUALITY ASSURANCE Invite agents, team leaders and managers to share their views on how well the analysts are integrating into the call center. Use this to help the QA analyst forge stronger bonds with their colleagues. 6. Fast Learning/Adaptability. A QA analyst must be able to come into your call center and start evaluating performance with minimal delay. WHY IS QUALITY ASSURANCE IMPORTANT IN A CALL CENTER? Quality assurance should be an ongoing process to keep improving your call center’s customer service. Over time, after consistent call monitoring, customer surveys, coaching, targeted training and more, your workforce will continue to get stronger. It’s more likely your employees will care more about the quality of service they deliver. 7 EXEMPLOS DE MAU ATENDIMENTO AO CLIENTE (E COMO …TRANSLATE THIS

PAGE

Antes de tudo, você precisa saber o que observar. Assim, nós mostraremos sete exemplos de mau atendimento ao cliente (e como corrigi-los). 1. Clientes em espera por muito tempo. Este é um dos exemplos mais comuns de chamadas de serviço ao cliente ruim. A perspectiva de ficar em espera por vários minutos pode gerar uma

sensação de pavor

CONTACT CENTER SOFTWARE Contact center software for delivering world-class customer service. Empower agents, team leaders, QA analysts and managers with the. capabilities and real-time intelligence needed to delight customers and boost revenue. Schedule a Demo See the Platform. 7 ENGAGING CALL CENTER CONTEST IDEAS TO GET EXCITED ABOUT You can gamify your call center using these engaging call center contest ideas: 1. Daily Perks. Daily perks are one of the simplest of all the call center contest ideas. Choose one of the KPIs you want to improve in this contest. Then, at the end of the day, give a special prize for the person who performed best on that metric. 7 COACHING TECHNIQUES TO MANAGE DIFFICULT CALL CENTER Having in place specific coaching techniques for difficult employees is one of the most important lessons in successful management. 1. Praise Positive Performance. When considering how to deal with difficult employees, remember that everyone has something to offer given the right support and encouragement. Work on strengths. 7 WAYS TO EASILY BOOST CUSTOMER SERVICE EMPATHY The bottom line here is that empathy will not only enhance customer experiences but it can rescue the bad ones. Here are 7 easy ways to help your customer service team hone in on their empathy skills. 1. Practice Active Listening. One of the most important 7 CUSTOMER SERVICE VALUES THAT PLAY A CRITICAL ROLE ONSEE MORE ON

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11 SOFT SKILLS FOR CUSTOMER SERVICE TEAMS THAT MAKE Luckily, empathy is a soft skill that can constantly be enhanced and improved upon, whether that be through training or through practicing customer service empathy statements . 5. Enthusiasm. No customer wants to call your company and get stuck with an agent who is clearly hating every second spent on the phone. 7 COMMON CUSTOMER SERVICE COMPLAINTS AND HOW YOU CAN Here are the 7 most common customer service complaints and how you can address them. Customers hate. 1. Being Transferred Over and Over. Trying to reach a solution to a complex problem shouldn’t make the customer feel like a reluctant dancing partner. A customer would much prefer to work with one knowledgeable, dependable agent rather than USING EMOTIONAL INTELLIGENCE TO IMPROVE YOUR CUSTOMER SERVICE Encourage agents to keep a detailed log of customer interactions, including history and preferences, to put customers at ease in the way that suits them best. 3. Give agents practical skills for emotional intelligence and customer service. Of the five components of emotional intelligence, three of them-- self-awareness, self-regulation, and USE DATA MINING TO IMPROVE CUSTOMER EXPERIENCE IN YOUR Using data mining to improve the customer experience in your call center lets you make everything as easy and stress-free as possible for them. You can anticipate customer needs because you can analyze the data from their previous interactions with you, as well as looking at the data from similar demographics. Excellent customer service is

what

TEAM LEADERS: HOW TO PERSONALIZE YOUR AGENT TRAINING Just like most things in life, personalization is more effective than standardization. Customer service agent training is no different. By pinpointing your agents’ weaknesses and building and assigning content to address those areas is the key to higher CSAT scores as well as both customer and agent retention. CONTACT CENTER SOFTWARE Contact center software for delivering world-class customer service. Empower agents, team leaders, QA analysts and managers with the. capabilities and real-time intelligence needed to delight customers and boost revenue. Schedule a Demo See the Platform. 7 ENGAGING CALL CENTER CONTEST IDEAS TO GET EXCITED ABOUT You can gamify your call center using these engaging call center contest ideas: 1. Daily Perks. Daily perks are one of the simplest of all the call center contest ideas. Choose one of the KPIs you want to improve in this contest. Then, at the end of the day, give a special prize for the person who performed best on that metric. 7 COACHING TECHNIQUES TO MANAGE DIFFICULT CALL CENTER Having in place specific coaching techniques for difficult employees is one of the most important lessons in successful management. 1. Praise Positive Performance. When considering how to deal with difficult employees, remember that everyone has something to offer given the right support and encouragement. Work on strengths. 7 WAYS TO EASILY BOOST CUSTOMER SERVICE EMPATHY The bottom line here is that empathy will not only enhance customer experiences but it can rescue the bad ones. Here are 7 easy ways to help your customer service team hone in on their empathy skills. 1. Practice Active Listening. One of the most important 7 CUSTOMER SERVICE VALUES THAT PLAY A CRITICAL ROLE ONSEE MORE ON

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11 SOFT SKILLS FOR CUSTOMER SERVICE TEAMS THAT MAKE Luckily, empathy is a soft skill that can constantly be enhanced and improved upon, whether that be through training or through practicing customer service empathy statements . 5. Enthusiasm. No customer wants to call your company and get stuck with an agent who is clearly hating every second spent on the phone. 7 COMMON CUSTOMER SERVICE COMPLAINTS AND HOW YOU CAN Here are the 7 most common customer service complaints and how you can address them. Customers hate. 1. Being Transferred Over and Over. Trying to reach a solution to a complex problem shouldn’t make the customer feel like a reluctant dancing partner. A customer would much prefer to work with one knowledgeable, dependable agent rather than USING EMOTIONAL INTELLIGENCE TO IMPROVE YOUR CUSTOMER SERVICE Encourage agents to keep a detailed log of customer interactions, including history and preferences, to put customers at ease in the way that suits them best. 3. Give agents practical skills for emotional intelligence and customer service. Of the five components of emotional intelligence, three of them-- self-awareness, self-regulation, and USE DATA MINING TO IMPROVE CUSTOMER EXPERIENCE IN YOUR Using data mining to improve the customer experience in your call center lets you make everything as easy and stress-free as possible for them. You can anticipate customer needs because you can analyze the data from their previous interactions with you, as well as looking at the data from similar demographics. Excellent customer service is

what

TEAM LEADERS: HOW TO PERSONALIZE YOUR AGENT TRAINING Just like most things in life, personalization is more effective than standardization. Customer service agent training is no different. By pinpointing your agents’ weaknesses and building and assigning content to address those areas is the key to higher CSAT scores as well as both customer and agent retention. 7 CALL CENTER GAMES FOR BETTER CUSTOMER SERVICE All call center customer service games should offer a prize for winners, such as an extra day of paid vacation, a gift card or a meal for two. 1. Hangman. The classic game of guessing letters to save a stick figure’s life. This is a terrific addition to your range of call center games, allowing you to recap key elements from training

sessions

7 COMMON CUSTOMER SERVICE COMPLAINTS AND HOW YOU CAN Here are the 7 most common customer service complaints and how you can address them. Customers hate. 1. Being Transferred Over and Over. Trying to reach a solution to a complex problem shouldn’t make the customer feel like a reluctant dancing partner. A customer would much prefer to work with one knowledgeable, dependable agent rather than 7 TIPS ON HOW TO IMPROVE CUSTOMER EXPERIENCE IN A CALL CENTER 5. Collect Customer Feedback. Make customers part of your improvement process. Open up a dialogue between your brand and your customers. Loyal customers will appreciate that you take the time to listen to their opinion and feedback. You can even take the time to call and write to your most loyal brand ambassadors. 7 EXAMPLES OF BAD CUSTOMER SERVICE (AND HOW TO FIX THEM) 1. Putting Customers on Hold for too Long. This is one of the most common examples of bad customer service calls. The prospect of being placed on hold for several minutes is enough to inspire a sense of dread in even the most upbeat caller. It’s vital to HOW TO STRUCTURE YOUR CUSTOMER SERVICE TEAM They may work alongside QA analysts to devise programs that address issues or knowledge gaps, which can be detected during ongoing quality assurance. #2. Create Sub-Teams with Different Specialisms. Another vital aspect of building a customer service team properly is implementing sub-teams, with different expertise. 6 THINGS YOUR CUSTOMERS EXPECT FROM YOUR CALL CENTER! Below we’ll discuss the top 6 things your customers expect from your call center. 1. Personal attention. Customers increasingly expect a personalized experience at all times, and although fostering relationships with clients takes more effort, it’s well worth the effort as it can turn customers into loyal advocates of your brand. TOP 7 KPIS TO MEASURE YOUR CALL CENTER QUALITY ASSURANCE Invite agents, team leaders and managers to share their views on how well the analysts are integrating into the call center. Use this to help the QA analyst forge stronger bonds with their colleagues. 6. Fast Learning/Adaptability. A QA analyst must be able to come into your call center and start evaluating performance with minimal delay. 6 CHARACTERISTICS OF AN AUTHENTIC CALL CENTER LEADER One of the most important characteristics of an authentic call center leader is, of course, the ability to lead. Inspiring employees to meet goals is just one slice of the equation. With the high rates of staff turnover in contact centers, supervisors face an uphill battle when it comes to motivating employees and promoting a culture of tenure. 10 REASONS WHY YOU SHOULD HAVE A REMOTE CUSTOMER SERVICE But in truth, there are many benefits to having a remote customer service strategy, and most employers find that things run just as smoothly if not better than the traditional office setting. 1. Increased efficiency. Think of all the time saved when working remotely. Commuting and getting ready for the office, can eat up to 2

hours each day.

WHY IS QUALITY ASSURANCE IMPORTANT IN A CALL CENTER? Quality assurance should be an ongoing process to keep improving your call center’s customer service. Over time, after consistent call monitoring, customer surveys, coaching, targeted training and more, your workforce will continue to get stronger. It’s more likely your employees will care more about the quality of service they deliver. CONTACT CENTER SOFTWARE Contact center software for delivering world-class customer service. Empower agents, team leaders, QA analysts and managers with the capabilities and real-time 7 ENGAGING CALL CENTER CONTEST IDEAS TO GET EXCITED ABOUT 7. Mystery Prize. Put a little intrigue into your workplace with Mystery Prize call center contest ideas. Choose an unusual mystery prize that your team members won’t easily guess. 7 CUSTOMER SERVICE VALUES THAT PLAY A CRITICAL ROLE ONSEE MORE ON

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7 COMMON CUSTOMER SERVICE COMPLAINTS AND HOW YOU CAN It's practically impossible to keep all customers satisfied. Nonetheless, it's important you listen to your clients and keep a keep eye on common customer complaints in order to improve your service to maintain and grow your relationships. 7 COACHING TECHNIQUES TO MANAGE DIFFICULT CALL CENTER We have all been there. Dealing with the employee who can spot a loophole in an HR process a mile away, who is an expert at building a negative work environment, who can deflect attention from their lack of engagement onto the minor faults of others or the employee who genuinely thinks the universe owes them a living for very little

input.

11 SOFT SKILLS FOR CUSTOMER SERVICE TEAMS THAT MAKE According to New Voice Media, feeling unappreciated is the #1 reason customers switch away from products and services.If the customer feels neglected or forgotten, you’ve lost an opportunity to impress and further strengthen customer loyalty and trust. USING EMOTIONAL INTELLIGENCE TO IMPROVE YOUR CUSTOMER SERVICE Keeping emotional intelligence in mind when hiring, training, and supporting your call center staff is an investment that will pay off

in many ways.

TOP 7 KPIS TO MEASURE YOUR CALL CENTER QUALITY ASSURANCESEE MORE ON

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USE DATA MINING TO IMPROVE CUSTOMER EXPERIENCE IN YOUR Businesses today are drowning in a sea of data─call centers produce tens of billions of gigabytes and work-hours per year, almost all of

it recorded.

TEAM LEADERS: HOW TO PERSONALIZE YOUR AGENT TRAINING Just like most things in life, personalization is more effective than standardization. Customer service agent training is no different. By pinpointing your agents’ weaknesses and building and assigning content to address those areas is the key to higher CSAT scores as well as both customer and agent retention. CONTACT CENTER SOFTWARE Contact center software for delivering world-class customer service. Empower agents, team leaders, QA analysts and managers with the capabilities and real-time 7 ENGAGING CALL CENTER CONTEST IDEAS TO GET EXCITED ABOUT 7. Mystery Prize. Put a little intrigue into your workplace with Mystery Prize call center contest ideas. Choose an unusual mystery prize that your team members won’t easily guess. 7 CUSTOMER SERVICE VALUES THAT PLAY A CRITICAL ROLE ONSEE MORE ON

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7 COMMON CUSTOMER SERVICE COMPLAINTS AND HOW YOU CAN It's practically impossible to keep all customers satisfied. Nonetheless, it's important you listen to your clients and keep a keep eye on common customer complaints in order to improve your service to maintain and grow your relationships. 7 COACHING TECHNIQUES TO MANAGE DIFFICULT CALL CENTER We have all been there. Dealing with the employee who can spot a loophole in an HR process a mile away, who is an expert at building a negative work environment, who can deflect attention from their lack of engagement onto the minor faults of others or the employee who genuinely thinks the universe owes them a living for very little

input.

11 SOFT SKILLS FOR CUSTOMER SERVICE TEAMS THAT MAKE According to New Voice Media, feeling unappreciated is the #1 reason customers switch away from products and services.If the customer feels neglected or forgotten, you’ve lost an opportunity to impress and further strengthen customer loyalty and trust. USING EMOTIONAL INTELLIGENCE TO IMPROVE YOUR CUSTOMER SERVICE Keeping emotional intelligence in mind when hiring, training, and supporting your call center staff is an investment that will pay off

in many ways.

TOP 7 KPIS TO MEASURE YOUR CALL CENTER QUALITY ASSURANCESEE MORE ON

BLOG.PLAYVOX.COM

USE DATA MINING TO IMPROVE CUSTOMER EXPERIENCE IN YOUR Businesses today are drowning in a sea of data─call centers produce tens of billions of gigabytes and work-hours per year, almost all of

it recorded.

TEAM LEADERS: HOW TO PERSONALIZE YOUR AGENT TRAINING Just like most things in life, personalization is more effective than standardization. Customer service agent training is no different. By pinpointing your agents’ weaknesses and building and assigning content to address those areas is the key to higher CSAT scores as well as both customer and agent retention. 31 EMPATHY STATEMENTS TO IMPROVE YOUR CUSTOMER SERVICE TODAY Words are important. Keywords and phrases are how we show that we are listening and that we want to help, especially those rooted in empathy. Saying the right phrase or words to a customer shows you, as an agent, are empathetic to the customer’s needs.In addition, saying the right words also can soothe an angry customer and allow the agent more time to proceed with the business at hand. 7 WAYS TO EASILY BOOST CUSTOMER SERVICE EMPATHY 2. Defend Ridiculous Requests Exercise. The most vital component of showing empathy is understanding someone else’s point of view. It is common for an agent to feel that a customer’s request sounds ridiculous but regardless, it is important to handle the 7 CALL CENTER GAMES FOR BETTER CUSTOMER SERVICE 4. Absurd Complaints. Handling complaints well is a key part of running a successful call center, but not all agents are as skilled in this area as they should be. 7 TIPS ON HOW TO IMPROVE CUSTOMER EXPERIENCE IN A CALL CENTER There is always room for improvement when it comes to creating an amazing customer experience. With all the different touchpoints a customer can use to connect with your brand, every channel becomes an opportunity to delight and impress. 6 CHARACTERISTICS OF AN AUTHENTIC CALL CENTER LEADER While there is no blueprint to being the best boss, there is always room for improvement. Find out what it takes to be an authentic call

center leader.

HOW TO STRUCTURE YOUR CUSTOMER SERVICE TEAM Building a customer service team that works well is crucial in call centers and support departments. Investing in the best employees, the best technologies and the best training techniques will help you deliver outstanding service that boosts retention. 7 EXAMPLES OF BAD CUSTOMER SERVICE (AND HOW TO FIX THEM) 4. Asking Customers to Repeat. Being asked to give the same personal details, explain the nature of your problem or anything else multiple times are all avoidable examples of 6 THINGS YOUR CUSTOMERS EXPECT FROM YOUR CALL CENTER! Understanding your customers’ expectations is the first step to providing an amazing customer experience. Call centers need to know why clients are reaching out, what they expect from their interaction and how to meet those needs. WHY IS QUALITY ASSURANCE IMPORTANT IN A CALL CENTER? So, do you know what to say next time someone asks why quality assurance is important in a call center? The benefits are many and varied — Effective QA can lead to better customer service, stronger employee-motivation, enhanced customer retention and more. 10 REASONS WHY YOU SHOULD HAVE A REMOTE CUSTOMER SERVICE Remote work is a growing trend in the workplace today. More companies are allowing employees to work from home, or hiring workers from all

around the world to

CONTACT CENTER SOFTWARE Contact center software for delivering world-class customer service. Empower agents, team leaders, QA analysts and managers with the. capabilities and real-time intelligence needed to delight customers and boost revenue. Schedule a Demo See the Platform. 7 ENGAGING CALL CENTER CONTEST IDEAS TO GET EXCITED ABOUT You can gamify your call center using these engaging call center contest ideas: 1. Daily Perks. Daily perks are one of the simplest of all the call center contest ideas. Choose one of the KPIs you want to improve in this contest. Then, at the end of the day, give a special prize for the person who performed best on that metric. HOW TO MANAGE A HEAVY WORKLOAD EFFECTIVELY WITHOUT Here are six strategies for managing a heavy workload and tackling the extra items on your to-do list: 1. Look At How To Reduce Workload Of Employees. To cope with the extra workload, call center managers need to be creative. Asking your agents to "turn up the crank" and work faster and harder won't solve your problems. 7 CUSTOMER SERVICE VALUES THAT PLAY A CRITICAL ROLE ONSEE MORE ON

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7 WAYS TO EASILY BOOST CUSTOMER SERVICE EMPATHY The bottom line here is that empathy will not only enhance customer experiences but it can rescue the bad ones. Here are 7 easy ways to help your customer service team hone in on their empathy skills. 1. Practice Active Listening. One of the most important 8 STEPS TO CREATE A QUALITY ASSURANCE PROGRAM FROM SCRATCHSEE MORE ON

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7 COACHING TECHNIQUES TO MANAGE DIFFICULT CALL CENTER Having in place specific coaching techniques for difficult employees is one of the most important lessons in successful management. 1. Praise Positive Performance. When considering how to deal with difficult employees, remember that everyone has something to offer given the right support and encouragement. Work on strengths. HOW DO I IMPROVE MY CUSTOMER SERVICE INTERACTIONS? 2. Monitor conversations to identify opportunities. Monitoring customer calls is a simple, effective way to identify improvement opportunities. You’ll be able to hear how your agents perform directly, and assess different types of interactions (technical issues, complaints, general queries etc.). Your quality assurance team

should be

USE DATA MINING TO IMPROVE CUSTOMER EXPERIENCE IN YOUR Using data mining to improve the customer experience in your call center lets you make everything as easy and stress-free as possible for them. You can anticipate customer needs because you can analyze the data from their previous interactions with you, as well as looking at the data from similar demographics. Excellent customer service is

what

TEAM LEADERS: HOW TO PERSONALIZE YOUR AGENT TRAINING Just like most things in life, personalization is more effective than standardization. Customer service agent training is no different. By pinpointing your agents’ weaknesses and building and assigning content to address those areas is the key to higher CSAT scores as well as both customer and agent retention. CONTACT CENTER SOFTWARE Contact center software for delivering world-class customer service. Empower agents, team leaders, QA analysts and managers with the. capabilities and real-time intelligence needed to delight customers and boost revenue. Schedule a Demo See the Platform. 7 ENGAGING CALL CENTER CONTEST IDEAS TO GET EXCITED ABOUT You can gamify your call center using these engaging call center contest ideas: 1. Daily Perks. Daily perks are one of the simplest of all the call center contest ideas. Choose one of the KPIs you want to improve in this contest. Then, at the end of the day, give a special prize for the person who performed best on that metric. HOW TO MANAGE A HEAVY WORKLOAD EFFECTIVELY WITHOUT Here are six strategies for managing a heavy workload and tackling the extra items on your to-do list: 1. Look At How To Reduce Workload Of Employees. To cope with the extra workload, call center managers need to be creative. Asking your agents to "turn up the crank" and work faster and harder won't solve your problems. 7 CUSTOMER SERVICE VALUES THAT PLAY A CRITICAL ROLE ONSEE MORE ON

BLOG.PLAYVOX.COM

7 WAYS TO EASILY BOOST CUSTOMER SERVICE EMPATHY The bottom line here is that empathy will not only enhance customer experiences but it can rescue the bad ones. Here are 7 easy ways to help your customer service team hone in on their empathy skills. 1. Practice Active Listening. One of the most important 7 COACHING TECHNIQUES TO MANAGE DIFFICULT CALL CENTER Having in place specific coaching techniques for difficult employees is one of the most important lessons in successful management. 1. Praise Positive Performance. When considering how to deal with difficult employees, remember that everyone has something to offer given the right support and encouragement. Work on strengths. 8 STEPS TO CREATE A QUALITY ASSURANCE PROGRAM FROM SCRATCHSEE MORE ON

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HOW DO I IMPROVE MY CUSTOMER SERVICE INTERACTIONS? 2. Monitor conversations to identify opportunities. Monitoring customer calls is a simple, effective way to identify improvement opportunities. You’ll be able to hear how your agents perform directly, and assess different types of interactions (technical issues, complaints, general queries etc.). Your quality assurance team

should be

USE DATA MINING TO IMPROVE CUSTOMER EXPERIENCE IN YOUR Using data mining to improve the customer experience in your call center lets you make everything as easy and stress-free as possible for them. You can anticipate customer needs because you can analyze the data from their previous interactions with you, as well as looking at the data from similar demographics. Excellent customer service is

what

TEAM LEADERS: HOW TO PERSONALIZE YOUR AGENT TRAINING Just like most things in life, personalization is more effective than standardization. Customer service agent training is no different. By pinpointing your agents’ weaknesses and building and assigning content to address those areas is the key to higher CSAT scores as well as both customer and agent retention. 11 SOFT SKILLS FOR CUSTOMER SERVICE TEAMS THAT MAKE Luckily, empathy is a soft skill that can constantly be enhanced and improved upon, whether that be through training or through practicing customer service empathy statements . 5. Enthusiasm. No customer wants to call your company and get stuck with an agent who is clearly hating every second spent on the phone. 7 CALL CENTER GAMES FOR BETTER CUSTOMER SERVICE All call center customer service games should offer a prize for winners, such as an extra day of paid vacation, a gift card or a meal for two. 1. Hangman. The classic game of guessing letters to save a stick figure’s life. This is a terrific addition to your range of call center games, allowing you to recap key elements from training

sessions

31 EMPATHY STATEMENTS TO IMPROVE YOUR CUSTOMER SERVICE TODAY Words are important. Keywords and phrases are how we show that we are listening and that we want to help, especially those rooted in empathy. Saying the right phrase or words to a customer shows you, as an agent, are empathetic to the customer’s needs.In addition, saying the right words also can soothe an angry customer and allow the agent more time to proceed with the business at hand. 12 EASY AND CREATIVE CALL CENTER REWARDS AND RECOGNITION IDEAS Keeping employees happy and motivated can be a challenge in any workplace, and is especially the case for contact centers. Although you might think that employee happiness is less of a priority, research shows that happy employees are more productive.This is where call center incentivizing comes into play, at the juncture of happiness and productivity. 7 EXAMPLES OF BAD CUSTOMER SERVICE (AND HOW TO FIX THEM) 1. Putting Customers on Hold for too Long. This is one of the most common examples of bad customer service calls. The prospect of being placed on hold for several minutes is enough to inspire a sense of dread in even the most upbeat caller. It’s vital to 7 COMMON CUSTOMER SERVICE COMPLAINTS AND HOW YOU CAN Here are the 7 most common customer service complaints and how you can address them. Customers hate. 1. Being Transferred Over and Over. Trying to reach a solution to a complex problem shouldn’t make the customer feel like a reluctant dancing partner. A customer would much prefer to work with one knowledgeable, dependable agent rather than 6 CHARACTERISTICS OF AN AUTHENTIC CALL CENTER LEADER One of the most important characteristics of an authentic call center leader is, of course, the ability to lead. Inspiring employees to meet goals is just one slice of the equation. With the high rates of staff turnover in contact centers, supervisors face an uphill battle when it comes to motivating employees and promoting a culture of tenure. 10 TECHNIQUES TO IMPROVE INTERNAL COMMUNICATION IN THE 2. Loudspeaker to conversation. It is usually in management that has news and special announcements to make. Nonetheless, it doesn't mean that management is the only one that needs to communicate. Ensure that communication is a two-way conversation. This can be done by encouraging and listening to employees. WHY IS QUALITY ASSURANCE IMPORTANT IN A CALL CENTER? Quality assurance should be an ongoing process to keep improving your call center’s customer service. Over time, after consistent call monitoring, customer surveys, coaching, targeted training and more, your workforce will continue to get stronger. It’s more likely your employees will care more about the quality of service they deliver. (ESPAÑOL) 8 RAZONES QUE CONDUCEN A UN MAL …TRANSLATE THIS PAGE Todo el mundo ha experimentado un mal servicio al cliente en algún momento. No es una experiencia divertida para pasar. De acuerdo con Zendesk, cuando los clientes tienen una mala experiencia, aproximadamente el 52% de ellos lo ventila a familiares y amigos y el 32% abandona el negocio por completo.Aquí se puede ver más de la investigación sobre cómo los clientes enojados pueden tener CONTACT CENTER SOFTWARE Contact center software for delivering world-class customer service. Empower agents, team leaders, QA analysts and managers with the. capabilities and real-time intelligence needed to delight customers and boost revenue. Schedule a Demo See the Platform. 7 ENGAGING CALL CENTER CONTEST IDEAS TO GET EXCITED ABOUT You can gamify your call center using these engaging call center contest ideas: 1. Daily Perks. Daily perks are one of the simplest of all the call center contest ideas. Choose one of the KPIs you want to improve in this contest. Then, at the end of the day, give a special prize for the person who performed best on that metric. HOW TO MANAGE A HEAVY WORKLOAD EFFECTIVELY WITHOUT Here are six strategies for managing a heavy workload and tackling the extra items on your to-do list: 1. Look At How To Reduce Workload Of Employees. To cope with the extra workload, call center managers need to be creative. Asking your agents to "turn up the crank" and work faster and harder won't solve your problems. 7 CUSTOMER SERVICE VALUES THAT PLAY A CRITICAL ROLE ONSEE MORE ON

BLOG.PLAYVOX.COM

7 WAYS TO EASILY BOOST CUSTOMER SERVICE EMPATHY The bottom line here is that empathy will not only enhance customer experiences but it can rescue the bad ones. Here are 7 easy ways to help your customer service team hone in on their empathy skills. 1. Practice Active Listening. One of the most important 8 STEPS TO CREATE A QUALITY ASSURANCE PROGRAM FROM SCRATCHSEE MORE ON

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7 COACHING TECHNIQUES TO MANAGE DIFFICULT CALL CENTERCALL CENTER COACHINGCALL CENTER COACHINGEFFECTIVE CALL CENTER COACHING Having in place specific coaching techniques for difficult employees is one of the most important lessons in successful management. 1. Praise Positive Performance. When considering how to deal with difficult employees, remember that everyone has something to offer given the right support and encouragement. Work on strengths. HOW DO I IMPROVE MY CUSTOMER SERVICE INTERACTIONS? 2. Monitor conversations to identify opportunities. Monitoring customer calls is a simple, effective way to identify improvement opportunities. You’ll be able to hear how your agents perform directly, and assess different types of interactions (technical issues, complaints, general queries etc.). Your quality assurance team

should be

USE DATA MINING TO IMPROVE CUSTOMER EXPERIENCE IN YOURDEFINE DATA CALLHOW TO DESCRIBE DATA COLLECTIONHOW TO DESCRIBE STATISTICAL DATAWORDS TO DESCRIBE DATAADVANTAGES OF CUSTOMER SATISFACTIONCUSTOMER SATISFACTION EXAMPLES Using data mining to improve the customer experience in your call center lets you make everything as easy and stress-free as possible for them. You can anticipate customer needs because you can analyze the data from their previous interactions with you, as well as looking at the data from similar demographics. Excellent customer service is

what

TEAM LEADERS: HOW TO PERSONALIZE YOUR AGENT TRAINING Just like most things in life, personalization is more effective than standardization. Customer service agent training is no different. By pinpointing your agents’ weaknesses and building and assigning content to address those areas is the key to higher CSAT scores as well as both customer and agent retention. CONTACT CENTER SOFTWARE Contact center software for delivering world-class customer service. Empower agents, team leaders, QA analysts and managers with the. capabilities and real-time intelligence needed to delight customers and boost revenue. Schedule a Demo See the Platform. 7 ENGAGING CALL CENTER CONTEST IDEAS TO GET EXCITED ABOUT You can gamify your call center using these engaging call center contest ideas: 1. Daily Perks. Daily perks are one of the simplest of all the call center contest ideas. Choose one of the KPIs you want to improve in this contest. Then, at the end of the day, give a special prize for the person who performed best on that metric. HOW TO MANAGE A HEAVY WORKLOAD EFFECTIVELY WITHOUT Here are six strategies for managing a heavy workload and tackling the extra items on your to-do list: 1. Look At How To Reduce Workload Of Employees. To cope with the extra workload, call center managers need to be creative. Asking your agents to "turn up the crank" and work faster and harder won't solve your problems. 7 CUSTOMER SERVICE VALUES THAT PLAY A CRITICAL ROLE ONSEE MORE ON

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7 WAYS TO EASILY BOOST CUSTOMER SERVICE EMPATHY The bottom line here is that empathy will not only enhance customer experiences but it can rescue the bad ones. Here are 7 easy ways to help your customer service team hone in on their empathy skills. 1. Practice Active Listening. One of the most important 8 STEPS TO CREATE A QUALITY ASSURANCE PROGRAM FROM SCRATCHSEE MORE ON

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7 COACHING TECHNIQUES TO MANAGE DIFFICULT CALL CENTERCALL CENTER COACHINGCALL CENTER COACHINGEFFECTIVE CALL CENTER COACHING Having in place specific coaching techniques for difficult employees is one of the most important lessons in successful management. 1. Praise Positive Performance. When considering how to deal with difficult employees, remember that everyone has something to offer given the right support and encouragement. Work on strengths. HOW DO I IMPROVE MY CUSTOMER SERVICE INTERACTIONS? 2. Monitor conversations to identify opportunities. Monitoring customer calls is a simple, effective way to identify improvement opportunities. You’ll be able to hear how your agents perform directly, and assess different types of interactions (technical issues, complaints, general queries etc.). Your quality assurance team

should be

USE DATA MINING TO IMPROVE CUSTOMER EXPERIENCE IN YOURDEFINE DATA CALLHOW TO DESCRIBE DATA COLLECTIONHOW TO DESCRIBE STATISTICAL DATAWORDS TO DESCRIBE DATAADVANTAGES OF CUSTOMER SATISFACTIONCUSTOMER SATISFACTION EXAMPLES Using data mining to improve the customer experience in your call center lets you make everything as easy and stress-free as possible for them. You can anticipate customer needs because you can analyze the data from their previous interactions with you, as well as looking at the data from similar demographics. Excellent customer service is

what

TEAM LEADERS: HOW TO PERSONALIZE YOUR AGENT TRAINING Just like most things in life, personalization is more effective than standardization. Customer service agent training is no different. By pinpointing your agents’ weaknesses and building and assigning content to address those areas is the key to higher CSAT scores as well as both customer and agent retention. 11 SOFT SKILLS FOR CUSTOMER SERVICE TEAMS THAT MAKE Luckily, empathy is a soft skill that can constantly be enhanced and improved upon, whether that be through training or through practicing customer service empathy statements . 5. Enthusiasm. No customer wants to call your company and get stuck with an agent who is clearly hating every second spent on the phone. 7 CALL CENTER GAMES FOR BETTER CUSTOMER SERVICE All call center customer service games should offer a prize for winners, such as an extra day of paid vacation, a gift card or a meal for two. 1. Hangman. The classic game of guessing letters to save a stick figure’s life. This is a terrific addition to your range of call center games, allowing you to recap key elements from training

sessions

31 EMPATHY STATEMENTS TO IMPROVE YOUR CUSTOMER SERVICE TODAY Words are important. Keywords and phrases are how we show that we are listening and that we want to help, especially those rooted in empathy. Saying the right phrase or words to a customer shows you, as an agent, are empathetic to the customer’s needs.In addition, saying the right words also can soothe an angry customer and allow the agent more time to proceed with the business at hand. 12 EASY AND CREATIVE CALL CENTER REWARDS AND RECOGNITION IDEAS Keeping employees happy and motivated can be a challenge in any workplace, and is especially the case for contact centers. Although you might think that employee happiness is less of a priority, research shows that happy employees are more productive.This is where call center incentivizing comes into play, at the juncture of happiness and productivity. 7 EXAMPLES OF BAD CUSTOMER SERVICE (AND HOW TO FIX THEM) 1. Putting Customers on Hold for too Long. This is one of the most common examples of bad customer service calls. The prospect of being placed on hold for several minutes is enough to inspire a sense of dread in even the most upbeat caller. It’s vital to 7 COMMON CUSTOMER SERVICE COMPLAINTS AND HOW YOU CAN Here are the 7 most common customer service complaints and how you can address them. Customers hate. 1. Being Transferred Over and Over. Trying to reach a solution to a complex problem shouldn’t make the customer feel like a reluctant dancing partner. A customer would much prefer to work with one knowledgeable, dependable agent rather than 6 CHARACTERISTICS OF AN AUTHENTIC CALL CENTER LEADER One of the most important characteristics of an authentic call center leader is, of course, the ability to lead. Inspiring employees to meet goals is just one slice of the equation. With the high rates of staff turnover in contact centers, supervisors face an uphill battle when it comes to motivating employees and promoting a culture of tenure. 10 TECHNIQUES TO IMPROVE INTERNAL COMMUNICATION IN THE 2. Loudspeaker to conversation. It is usually in management that has news and special announcements to make. Nonetheless, it doesn't mean that management is the only one that needs to communicate. Ensure that communication is a two-way conversation. This can be done by encouraging and listening to employees. WHY IS QUALITY ASSURANCE IMPORTANT IN A CALL CENTER? Quality assurance should be an ongoing process to keep improving your call center’s customer service. Over time, after consistent call monitoring, customer surveys, coaching, targeted training and more, your workforce will continue to get stronger. It’s more likely your employees will care more about the quality of service they deliver. (ESPAÑOL) 8 RAZONES QUE CONDUCEN A UN MAL …TRANSLATE THIS PAGE Todo el mundo ha experimentado un mal servicio al cliente en algún momento. No es una experiencia divertida para pasar. De acuerdo con Zendesk, cuando los clientes tienen una mala experiencia, aproximadamente el 52% de ellos lo ventila a familiares y amigos y el 32% abandona el negocio por completo.Aquí se puede ver más de la investigación sobre cómo los clientes enojados pueden tener Want to learn how our solutions can help you?Schedule a demo

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"We use PlayVox as a unifying platform in all our offices: China, Poland, US and Spain. It allows us to set up the same standards and provide a more flexible learning schedule".

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_Jose Maldonado / Agent __STEP UP FOR STUDENTS_ “PlayVox was the best alternative for a QA software, as it offered multiple features such as quality, performance and coaching. The major usability of PlayVox is that everything is aggregated in one centralized place.”

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"Playvox has been a game changer for us ever since we onboarded it as a QA tool for Support interactions almost 2 years back. At BrowserStack, “Quality” forms the basis of everything we do. Whether it is our products, the support or the overall customer experience, we always look to better it. Playvox has helped us do exactly that. Our 98% CSAT is a testimony". ‍_Prasun Choudhury Director Global Customer Support & InfoSec Support_ “I love PlayVox because of the ability to track my goals either daily, weekly or monthly. Also we are able to select custom dates to track our QA several months at the time and follow the

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“PlayVox was the best alternative for a QA software, as it offered multiple features such as quality, performance and coaching. The major usability of PlayVox is that everything is aggregated in one centralized place.” _Alexey Krasnichenko Quality Assurance Manager._ “We needed a way to manage our support quality assurance evaluations that integrated with ZenDesk and allowed customized access to managers and team leads, as well as a platform that could provide metrics for all our QA heuristics. Playvox had this functionality and integration, along with a number of bonus features. Our sales team is now using it to manage their coachings as well.”

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