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Quality coach
Updated March 17, 2022

Quality coach

Abdallah Abdelhamid | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Playvox

I use Playvox to monitor and advise and follow up with other employees and also use it to coach other employees and show them how to give the customers the best experience. also, it helps me to know how to know the attributes and mistakes and show me the most common mistakes that avoid the customer getting a bad experience.
  • submit agents evaluations so he can know if he is following the right experince
  • taking coursises about coaching and leader ship
  • showing the agent his progress while he is using the right process for the company
  • attending sessions and learning how to improve your preformnce
  • advertising playvox and make another companies use it.
  • it should have easier case searching engine.
  • Playvox needs to be automated in some areas such add inserting our quality guideline and Playvox can be monitoring cases by itself with AI
  • positive impact it helped us to improve our compainy over all quality due to coaching
  • negative impact due to some technical issue Playvox was late for some employees so there was some knowledge gap.
  • it helps to collect all data about the team in one place which is good to compare team numbers
it was a good experience with Talkdesk its a good app and also has good functions, but I prefer Playvox as the app showed us with time the ability to improve and also I see it has the ability to adapt to any type of business, and it fits with okta package.

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?

Yes

Would you buy Playvox again?

Yes

Talkdesk, Genesys Cloud CX (formerly Genesys Cloud), Maestro
in our work, we use Playvox to advise CST, and also there is available disputes bottom available for the agent so we can know our mistakes. and I recommend it to any QA in any company but as I said before it needs to be easier to use and also it needs a better-searching engine to add and search about cases, and there are some bugs and lag and it needs to be fixed to get a better experience.