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   * Workforce Engagement Management
     
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     Agent satisfaction just got a boost from simplified workforce management.
     
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MAKE THE MOST OF EVERY INTERACTION WITH PLAYVOX WORKFORCE ENGAGEMENT MANAGEMENT

Bring out the best in your employees so they can deliver for your customers.
Manage operations efficiently to save hours on manual processes and unnecessary
labor costs.

Download our data sheet

Let’s talk Demo



REDUCE COSTS WITH WORKFORCE MANAGEMENT

Intelligently forecast, schedule, and monitor your workforce in real time,
saving hours on manual tasks. Take control of costs and create more time to
coach and manage your team.

Learn more


AUTOMATED FORECASTING

Real-time data and self-adjusting algorithms continuously improve scheduling
accuracy and reduce staffing costs. Handle synchronous and asynchronous
workloads without any hassle.


EFFICIENT SCHEDULING

Get alerts to balance staffing with your SLAs. Monitor intraday schedule
adherence and occupancy. Avoid over-scheduling to reduce costs and
under-scheduling to maintain customer service levels.


OPTIMIZED REAL-TIME DASHBOARDS

Drill-down reports with real-time data from phone, chat, social media, and
ticketing platforms provide insight into key measures like punctuality,
adherence, occupancy, service levels, workstreams/queues, scheduled tasks,
forecasts, and more.


BOOST CUSTOMER RETENTION WITH EFFICIENT QUALITY MANAGEMENT

Manage customer service quality cost-effectively as you scale with an integrated
and comprehensive QM solution.

Learn more


IMPROVED CUSTOMER EXPERIENCE

A quality management system for chat, support tickets, and text interactions
automates and improves QM processes with features like flexible scoring,
feedback by question, second evaluators, and group scorecards.

SURFACE CUSTOMER SENTIMENT AUTOMATICALLY

Automatically surface insight into customer sentiment across all digital
interactions. Gain insight across all of your interactions, not just a sample,
taking the guesswork out of coaching.  Make it easy for your team to find the
interactions they want to analyze across channels so they can fix costly
problems faster.

AUTOMATED, COLLABORATIVE WORKFLOWS

With Playvox Workloads, automatically distribute customer interactions to
analysts for evaluation based on powerful filters. The Calibrations feature
makes it easy to compare QA analyst responses with expert opinions and ensures
an organization-wide quality standard.


MAXIMIZE EFFICIENCY AND IMPROVE CX

From your agents and quality analysts to workforce schedulers and management,
Playvox has the tools and real-time intelligence you need to manage contact
center operations more efficiently and increase customer retention.

LEARNING

Give your team interactive online training and development that lets you easily
create courses and track progress at scale.

Learn more

MOTIVATION

Engage, motivate, recognize, and reward top talent with a community forum,
digital badges, and an online store to inspire stronger team performance for
better CX.

Learn more

PERFORMANCE

Easily create and track custom KPIs and combine them with standard customer
service KPIs for a holistic view of team performance.

Learn more

COACHING

Drive continuous team improvement with coaching sessions based on QA results.
Improve call handling, behaviors, compliance, and soft skills to keep churn
down.

Learn more


RELATED RESOURCES


THE TOP 4 CONTACT CENTER TRENDS TO BOOST PERFORMANCE AND CX


READ MORE → The Top 4 Contact Center Trends To Boost Performance And CX



REMOTE AGENT TRAINING IN CONTACT CENTERS: 5 KEY STRATEGIES


READ MORE → Remote Agent Training In Contact Centers: 5 Key Strategies



HOW TO DELIVER AN OUTSTANDING OMNICHANNEL CUSTOMER EXPERIENCE


READ MORE → How to Deliver An Outstanding Omnichannel Customer Experience



PLAYVOX WORKFORCE ENGAGEMENT MANAGEMENT ALLOWS FOR EASIER, MORE EFFECTIVE WORK
FOR EVERY EMPLOYEE, EVERYWHERE.

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 * ProductsToggle child menuExpand
   
   * Workforce Engagement Management
     
     Workforce Management (WFM)
     
     Agent satisfaction just got a boost from simplified workforce management.
     
     Quality Management (QM)
     
     Set a new, exceptional standard with Playvox Quality Management.
     
     Additional Products
     
     Capacity Planner
     
     Performance
     
     AutoQA
     
     Coaching
     
     Motivation
     
     Integrations
     
     Fast and easy connections to your platforms.
     
     Learn more
     
     Remote Workforce Solutions
     
     Creating a thriving remote workforce.
     
     Learn more
 * Customer Stories
 * Pricing
 * ResourcesToggle child menuExpand
   * Blog
   * eBooks
   * Datasheets
   * Podcast
   * ROI Calculator
   * Webinars
   * Glossary
 * Partners
 * Log in
 * Let’s Talk
 * Get Demo

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