LASSO's Crew Management delivers a platform used to schedule, communicate, onboard, time track, travel, payroll, and book labor.
N/A
Playvox
Score 8.5 out of 10
N/A
Playvox, headquartered in Sunnyvale, California, offers their call center agent monitoring, coaching and QA platform, designed to motivate and improve the performance of call center agents and reps.
Transition to LASSO Crew was a real bear, but once we had all the pieces and parts in place and staff new how to use it, it solved the majority of our staffing headaches. We work on events across NYC and often have several events going on at the same time. Prior to LASSO Crew it was not uncommon for a supervisor to show up to a call with only a limited understanding of who was booked on the job, or for an employee to not be sure who or where they needed to report to that day. LASSO Crew-facing app and supervisor-facing website have entirely eliminated these headaches. Our staffing process is more streamlined than before, our rates and scheduling more transparent. Once you get past the initial hurdles of crew/team buy-in and implementation, the upsides are enormous.
Playvox is well suited to rate and track process adherence and work quality percentual. It is also great to document coaching and track advisors' development, as well as to do knowledge checks through quizzes. It is not so appropriate if you need to see the previous coachings made, since those cannot be opened when they finished.
Some of the page layouts are clunky, especially the crew list page
LASSO Crew has a calendar feed that can link to gcal, iCal, etc but it’s very limited and doesn’t reliably update the calendar when the schedule changes.
I would like it to push automated clock-in/clock out alerts to my team. I can set these up manually by scheduling messages but it is a very cumbersome process.
The speed of loading the chat that I am evaluating for the customer service representative because sometimes it shows that there is an error in the load.
I do not think my organization has and 2nd thought of changing the Playvox because I am sure they cannot find another option that is as easy and smooth. There is no other option at all. Playvox is being used here in every department and the company cannot run without this. Now it is a basic need of this business
The app is perfectly useable, if a bit limited in its functionality. The website, which functions as the "back end" of the app, takes awhile to learn. I carve out at least an hour of training on it for every new supervisor and fully expect to spend the first several weeks they use it to send them little reminders about how and when to do things. I have a few (older) supervisors who just out-and-out refuse to engage with LASSO Crew, but I think that has more to do with their aversion to change than it does the overall usability of the website.
Playvox is an easy-to-use platform, all features are intuitive, which makes navigation easy. I never found navigation problems, I was always able to find all the items I needed, all the information is well separated, what could improve is the possibility of moving some items, putting the ones that I use the most in evidence.
do pages load quickly? yes / Do reports complete in a reasonable time frame, given their complexity? yes i think / If Playvox integrates with any other software or systems, does it tend to slow them down? i don't know
LASSO Crew takes customer support very seriously. My dedicated account rep responds to any issues directly, usually within one business day. When a crew member has an in-app problem they can't resolve the technical support team responds very quickly to any issue, usually with clear instructions about how to resolve the issue.
We have had multiple live trainings (Zoom). The training at the beginning of the set up was top notch. We had some additional questions about coaching and they jumped on the opportunity to help us. We have a designated trainer and account manager.
From the day first, we were active on Playvox and happy with the features. It does not take much time to understand its features and its performance. A few training sessions with 'How to use' and we are experts using Playvox.
We explored using IntelliEvent for crew management but their platform just wasn't as robust and they didn't seem to have timekeeping and payroll partners in place to support the back end. Other than that, I haven't found another platform or software that does what LASSO Crew does, it was built for the event industry, by the event industry, and that focus on audience really shows through.
I selected Playvox as it is the platform my organization uses. I've never worked with another platform like this. In other companies I worked, procedures, communications, and training were not saved, they were only communicated verbally and sometimes a document with what should be done, but nothing compared to the ease of using a Playvox.
We've had some complaints from crew members that the communications they receive through the LASSO Crew system feel less personal than when we used to handle everything through direct emails and text messages.
LASSO Crew branding is super prominent on every communication we send from the platform, I wish they would center the client/employer a bit more and not make the LASSO Crew logo and color scheme the most identifiable thing on the page/email/message.
Playvox directly impacts our Happiness ratings. From an average of 85% great ratings to 90% great ratings in a matter of 3-6 months.
Playvox impacts the number of responses our team has to send in order to find a solution for the customer. Dropping average replies to solution from 3 to 2.
