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Masters of Support

Masters of Support

By Playvox
High-performing customer support teams have one thing in common: leaders who are committed to engaging the workforce to create exceptional customer experiences. Join the Playvox team and customer support leaders from around the industry as they share their stories. Are you ready to learn from the Masters of Support?
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Introducing: Masters of Support

Masters of Support

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Flexibility Isn't Just for Yoga: Why Contact Center Agents are Demanding Remote Work | Michelle Randall, CMO, Playvox
Remote work has quickly become an essential feature of contact center management. New research from Playvox shows that most agents would rather change jobs than give up the flexibility that comes with remote work. Playvox CMO Michelle Randall  joins host Vanessa Gates for a deep dive into the research and what it means for contact center leaders. Additional Resources: The Contact Center Conflict: Remote Work vs. Return to the Office - Playvox Creating A Strong Remote Work Policy For Your Contact Center - Playvox Workforce Management: Essentials for the Modern Contact Center - Playvox
15:10
October 03, 2022
What are you missing? Using sentiment analysis to understand all interactions | Siobhan Miller, VP of Product Management, Playvox
Quality Managers typically only analyze 2-3% of all interactions, meaning that organizations may misunderstand when there is and isn’t an issue. Join Playvox’s VP of Product Management to understand how you can analyze customer sentiment on all of your interactions and leverage those learnings to improve Quality Management.
12:42
September 19, 2022
From Average to Best: Optimizing the Customer Support Journey | Adam Saad, Tech Stack Advising
There's a close relationship between agent experience and customer experience. Adam Saad, CEO of Tech Stack Advising, joins your host Vanessa Gates to discuss how contact centers can enhance the agent experience to improve efficiency, retain talent, and offer a better customer experience. More from Playvox and Tech Stack Advising: 5 Key Elements for Contact Center Agent Optimization Strategy - Playvox Keeping the Service Heart of the Business Beating Strongly - Playvox Home - Tech Stack Advising - Contact Center Software Consulting
19:33
September 06, 2022
Live Human Conversations in the Digital Age: How Do Call Centers Navigate This Mismatch | Rick Delisi, Glia
We live in a digital-first world. The pandemic made that even more of a reality. In this podcast, Rick DeLisi of Glia, shares how contact centers can navigate generational communication preferences and the desire for live human conversations to provide excellent customer service in the digital age. Resources: Digital Customer Service Book - Transforming CX for an On-Screen World Why You Need to Measure Customer Experience in Your Contact Center (playvox.com) Five Coaching Tips For Contact Center Agents that Work (playvox.com)
20:03
August 22, 2022
Support Ticket Tagging: How Automation Turns Data Into Action
Customer support ticket data is a valuable resource for contact centers that often goes overlooked and underutilized. Listen to our latest podcast to learn how the automation of support ticket tagging and data-driven decision making is changing the way contact centers elevate the experience for their customers. Resources The Bouqs Co. Achieved 318%+ ROI from Conversation Tagging Automation (playvox.com) How Support Tagging Boosts Product-Support Collaboration (playvox.com) Customer AI - Playvox About Tadas: Tadas leads the Customer AI team at Playvox. He joined Playvox in 2022 following the acquisition of Prodsight, a text analytics startup he founded to help support teams get deeper insights from their customer interactions. In his free time he likes to spend time with his wife and baby daughter, play drums and try his hand at perfecting espresso and latte art.
20:16
August 08, 2022
Service Agent Retention: How Contact Centers Can Retain Their Agents | Jennifer Waite, VP of Product Marketing, Playvox
The Great Resignation. The Great Reshuffle. The Big Quit.  Whatever you call it, you cannot overlook the fact that 48 million workers quit their jobs in 2021. Employees are looking for career opportunities that fit their desire for work-life balance. For contact centers, managing this push from employees is particularly challenging.  Learn what contact centers can do to provide long-term career opportunities for their employees and be their ‘employer of choice.’ _________________________________ Learn more at https://www.playvox.com/podcast/
26:40
July 25, 2022
Introducing: Masters of Support
High-performing customer support teams have one thing in common: leaders who are committed to engaging the workforce to create exceptional customer experiences. Join the Playvox team and customer support leaders from around the industry as they share their stories. Are you ready to learn from the Masters of Support?
13:55
June 15, 2022