PlayVox Quality Assurance

PlayVox Quality Assurance

Measure quality, consolidate KPIs, coach/train agents, and engage your customer service team

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Setup

Free

Consistently improve your CX and CSAT by Identifying issues, quickly changing behaviors by coaching, training, and motivating agents to perform better and delivering Perfect Customer Interactions.

Benefits

  • Increase agent performance and productivity
  • Automate and save time in your quality assurance process
  • Train and coach agents by using continuous, real-time feedback
  • Keep track of agent and team improvement over time

Features

  • Integrate seamlessly with Zendesk - bring all your Zendesk interactions to PlayVox within minutes. Filter and prioritize tickets according to your preferences.
  • Easily build and customize scorecards - Build new QA scorecards in minutes. Easily transition your current QA process with our friendly and flexible scorecard builder.
  • Make your QA process collaborative - During the QA review process give your agents real-time feedback and allow them to participate in the evaluation process with built-in collaboration and messaging.
  • Put your QA program on Autopilot - Automatically assign random customer interactions for QA review and keep track of your quality analysts' productivity.
  • Generate detailed analytics for your entire service team - Generate data-driven reports to easily identify areas of improvement and empower your agents to take immediate actions upon this information.
  • Drive continuous agent improvement - Coach your agents to solve issues in specific service interactions; help them correct issues in CSAT, CX, compliance, and behavior.
  • Measure the impact of your QA process - Connect data, measure and consolidate your agents’ KPIs and performance in one place.
  • Send targeted training to the right agents at the right time - Encourage agents to learn and refresh their knowledge with targeted content and quizzes with PlayVox's lightweight LMS.
  • Keep your agents engaged and motivated - Reward your agents with Karma points based on their performance. These points can then exchanged at our fully customizable Karma Store. Publicly recognize your agents with badges, based on their quality results and improvement.
  • Sign up for a PlayVox free trial, connect your Zendesk account and start seeing instant quality and team improvements.

Sign up for a free trial: http://www.playvox.com/quality-assurance-zendesk , connect your Zendesk account and start seeing customer service quality improvements and higher agent engagement.

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