Playvox QM Integration

Playvox’s cloud-native suite of workforce engagement management (WEM) solutions elevate the evolving workplace with the tools needed to deliver on today’s most demanding customer experience standards.

With Dialpad + Playvox, turn support agent data and customer activity into easily digestible dashboards for contact center managers to review customer interactions and provide coaching and learning paths to improve customer experience quality and agent satisfaction.

Fonctionnalités clés :

• Quality
  • Easily identify and prioritize areas for skill development in your customer service teams
• Learning
  • Easily create and provide your customer service teams with online courses and quizzes to ensure continual skill development
• Performance
  • Track agent performance and measure the impact of your QA process
• Motivation
  • Recognize and reward your agents with points that they can exchange for gifts, based on their Quality, Coaching, Learning, and overall Playvox results
• Coaching
  • Solve and improve issues in quality, behavior, compliance, soft skills, customer experience, among many others
• Voice of the Customer
  • Translate customer sentiment into actionable metrics while delivering real-time feedback to your agents and team leaders