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Playvox | Quality Management
Transforming CX for increased efficiency, reduced costs, & better outcomes
Overview
Playvox QM integrates with Salesforce, connecting your user and interaction data. Playvox is a unified QM solution that includes evaluation, coaching, and gamification, within a single UI. Check out G2 reviews! https://www.g2.com/products/playvox/reviews
Increase Efficiency ~View/ evaluate Salesforce channels within Playvox, eliminating work in multiple systems. ~Consolidate quality into a single platform enables real-time action to motivate the team and drive continuous improvement.
Reduce Costs ~ Time is money. Create filters within Salesforce to more effectively monitor quality. ~Implement filter groups to deliver key metrics for your cases, tasks, events or chats and either set date filter or lock in specified date ranges.
Create Better Outcomes ~Improve customer service by coaching your agents against skill issues and quickly change behaviors. ~Identify and evaluate high priority customer interactions to create exceptional experiences.
Playvox QM for Salesforce drives increased efficiency, reduced costs, and better customer outcomes. Elevate every agent with our flexible, digital-first Quality Management (QM) solution that lets you move beyond basic QA to full QM, so you don’t just identify problems — you fix them. Playvox QM was made to efficiently handle digital interactions like support tickets, live chat, and email. Wherever interactions take place, you can deliver the right ones to your QA team for fast review and coaching to improve customer retention. Playvox QM delivers flexible scoring, feedback by question, and calibration so you can discover customer service problems quickly without wasting hours digging through interactions. Proactively analyze agent interactions to look for coaching opportunities that improve service and prevent costly issues. Playvox QM lets you understand what makes up your best agents so you can find more team members like them. With integrated coaching, it helps you keep your whole team engaged to reduce agent attrition.
Categories
- Business Needs
- Agent Productivity