6 episodes

High-performing customer support teams have one thing in common: leaders who are committed to engaging the workforce to create exceptional customer experiences. Join the Playvox team and customer support leaders from around the industry as they share their stories. Are you ready to learn from the Masters of Support?

Masters of Support Playvox

    • Business

High-performing customer support teams have one thing in common: leaders who are committed to engaging the workforce to create exceptional customer experiences. Join the Playvox team and customer support leaders from around the industry as they share their stories. Are you ready to learn from the Masters of Support?

    What are you missing? Using sentiment analysis to understand all interactions | Siobhan Miller, VP of Product Management, Playvox

    What are you missing? Using sentiment analysis to understand all interactions | Siobhan Miller, VP of Product Management, Playvox

    Quality Managers typically only analyze 2-3% of all interactions, meaning that organizations may misunderstand when there is and isn’t an issue. Join Playvox’s VP of Product Management to understand how you can analyze customer sentiment on all of your interactions and leverage those learnings to improve Quality Management.

    • 12 min
    From Average to Best: Optimizing the Customer Support Journey | Adam Saad, Tech Stack Advising

    From Average to Best: Optimizing the Customer Support Journey | Adam Saad, Tech Stack Advising

    There's a close relationship between agent experience and customer experience. Adam Saad, CEO of Tech Stack Advising, joins your host Vanessa Gates to discuss how contact centers can enhance the agent experience to improve efficiency, retain talent, and offer a better customer experience.



    More from Playvox and Tech Stack Advising:

    5 Key Elements for Contact Center Agent Optimization Strategy - Playvox

    Keeping the Service Heart of the Business Beating Strongly - Playvox

    Home - Tech Stack Advising - Contact Center Software Consulting

    • 19 min
    Live Human Conversations in the Digital Age: How Do Call Centers Navigate This Mismatch | Rick Delisi, Glia

    Live Human Conversations in the Digital Age: How Do Call Centers Navigate This Mismatch | Rick Delisi, Glia

    We live in a digital-first world. The pandemic made that even more of a reality. In this podcast, Rick DeLisi of Glia, shares how contact centers can navigate generational communication preferences and the desire for live human conversations to provide excellent customer service in the digital age.

    Resources:

    Digital Customer Service Book - Transforming CX for an On-Screen World

    Why You Need to Measure Customer Experience in Your Contact Center (playvox.com)

    Five Coaching Tips For Contact Center Agents that Work (playvox.com)

    • 20 min
    Support Ticket Tagging: How Automation Turns Data Into Action

    Support Ticket Tagging: How Automation Turns Data Into Action

    Customer support ticket data is a valuable resource for contact centers that often goes overlooked and underutilized. Listen to our latest podcast to learn how the automation of support ticket tagging and data-driven decision making is changing the way contact centers elevate the experience for their customers.

    Resources

    The Bouqs Co. Achieved 318%+ ROI from Conversation Tagging Automation (playvox.com)

    How Support Tagging Boosts Product-Support Collaboration (playvox.com)

    Customer AI - Playvox

    About Tadas:

    Tadas leads the Customer AI team at Playvox. He joined Playvox in 2022 following the acquisition of Prodsight, a text analytics startup he founded to help support teams get deeper insights from their customer interactions. In his free time he likes to spend time with his wife and baby daughter, play drums and try his hand at perfecting espresso and latte art.

    • 20 min
    Service Agent Retention: How Contact Centers Can Retain Their Agents | Jennifer Waite, VP of Product Marketing, Playvox

    Service Agent Retention: How Contact Centers Can Retain Their Agents | Jennifer Waite, VP of Product Marketing, Playvox

    The Great Resignation. The Great Reshuffle. The Big Quit. 

    Whatever you call it, you cannot overlook the fact that 48 million workers quit their jobs in 2021. Employees are looking for career opportunities that fit their desire for work-life balance. For contact centers, managing this push from employees is particularly challenging. 

    Learn what contact centers can do to provide long-term career opportunities for their employees and be their ‘employer of choice.’

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    Learn more at https://www.playvox.com/podcast/

    • 26 min
    Introducing: Masters of Support

    Introducing: Masters of Support

    High-performing customer support teams have one thing in common: leaders who are committed to engaging the workforce to create exceptional customer experiences. Join the Playvox team and customer support leaders from around the industry as they share their stories. Are you ready to learn from the Masters of Support?

    • 13 min