Playvox WFM leverages AI to intelligently forecast, schedule and monitor your workforce in real time. Humans can make adjustments as desired, but no more manual scheduling or spreadsheets required.
True Real-Time Visibility – Visibility into concurrency across digital channels, accurate handle time measurements, ability to track the full customer journey across multiple interaction types (ticket, chat, voice, etc.)
Provide better training, onboarding and compliance with a learning management system designed for customer service teams. Schedule coaching sessions and monitor effectiveness over time. Recognize and reward individual or team performance.
Move away from spreadsheets and manual QA processes for chat, support tickets, and text-based interactions to easily evaluate and identify customer service problems in real-time.
Workforce Management, Quality Management, Learning Management, Gamification, Agent Coaching & Performance, Benchmarking, Reporting, & Bi