Playvox is a tool that helps to improve the performance of customer support teams with a focus on quality assurance performance. It is the platform that helps us to evaluate customer interaction across multiple channels including email, chat and phone calls. It helps us to track individual and team performance through the dashboard. This is a very easy tool to set up and for tracking individual and team performance. The tool is used to accept feedback from every agent regularly. Being a quality analyst, my almost work is done through this tool every day. The feedbacks are shared through Playvox which helps us to improve the customer satisfaction level as well. I have personally used this tool and found that it really works to improve customer support experience. It is a easy to check out whether all the quality member are on same page or not through the calibration option.

The most helpful feature of Playvox is that you'll be able to review the cases that was audited and take note of it that'll help you follow the correct workflow to provide precise resolution. Another one is that you can see your weekly and monthly scores to see what other performance skill that you need to improve.

Playvox works great, especially in auditing agents' calls or tickets. The tool offers faster and more reliable user interaction, perfectly integrated with our system. Customer service has been improved, the review process has become very smooth, and hence, it is easy to work with. Playvox is being used daily in our QA routine to ensure feedback is given to the agents so that they are always in line for a better delivery of customer service. Playvox has made providing effective customer support, along with effecting improvements, so much easier.