WysywigTabs

Efficiency is king, so finding a quality management suite of solutions to create more efficiency processes is critical. With Dialpad + Playvox, seamlessly evaluate your omnichannel business, and coach on the most important metrics to drive exceptional customer experiences.

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. Consolidating your quality management into a single platform enables real-time actions, including agent coaching, to motivate team members and drive continuous improvement.

Key Features:

• Quality - Proactively analyze agent interactions to look for coaching opportunities that improve service and prevent costly issues.
  

• Calibration - Calibrate your quality team scoring to ensure a consistent approach to evaluating.

• Dispute/ Appeal - Give your agents a voice in their quality results by allowing them to dispute their scoring and feedback.

• Coaching - Improve customer service by coaching your agents against skill issues and quickly change behaviors.

• Performance - Easily filter views by team, or individual level, with KPIs highlighted for convenience.

• Motivation - Recognize and reward your agents with points that they can exchange for gifts, based on their Quality, Coaching, and overall Playvox results.

A guided setup is administered within the Playvox application.