Business and Data Future ( Playvox)
Overall Satisfaction with Playvox
Using playbox to do the following:
1. checking the interactions of the chats to monitor my agents.
2. using it for quality analysis per each team leader and analyst and their QA results.
3. checking the QA MTD for each day, week, month, and quarter helps us as quality analysts to know precisely where our agents stand for and what is left for them to be the best.
4. Checking the calibration results and doing calibration for team leaders and other junior quality analysts.
5. Checking the disputes as well if there were any, in addition to checking coaching for each agent when they fail any critical and noncritical attributes.
1. checking the interactions of the chats to monitor my agents.
2. using it for quality analysis per each team leader and analyst and their QA results.
3. checking the QA MTD for each day, week, month, and quarter helps us as quality analysts to know precisely where our agents stand for and what is left for them to be the best.
4. Checking the calibration results and doing calibration for team leaders and other junior quality analysts.
5. Checking the disputes as well if there were any, in addition to checking coaching for each agent when they fail any critical and noncritical attributes.
Pros
- Coaching results based on old and new interactions after the coaching session instead of the old fashion way by sending an email
- Notification for new paybox result or calibration results and connecting it with a business mail
- Charts and figures that help us as a quality analysts to see the bigger picture about how much progress the agents are [have] to be always on the top and based on exporting the results and reporting to precisely know where the agents stand
Cons
- Reducing the error when it comes to checking interactions of the chat to make it faster for the quality analyst to save more time as it gives an error saying too many requests while adding interaction of the chat.
- Adding an option to filter based on attributes, names, and interaction ID at the same time
- showing the result of calibration by adding calibration ID not only expert name
- amazing view for results and charts and so quick to notify me after exporting the results
- Superb when it comes to coaching points and ability to trach agent's error in call center field and calibration of quality analysts juniors
- The only negative impact is the error appears sometimes saying too many requests while it can be the first interaction I put to check the chat of the agent
Do you think Playvox delivers good value for the price?
Yes
Are you happy with Playvox's feature set?
Yes
Did Playvox live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of Playvox go as expected?
I wasn't involved with the implementation phase
Would you buy Playvox again?
Yes
Comments
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