Playvox Workforce Management has won a multi-year contract for world-class agent forecasting, scheduling, and reporting.
SUNNYVALE, Calif., Feb. 2, 2022 / PRNewswire/ – Playvoxthe leading CRM-connected omnichannel contact center provider of employee engagement solutions, has announced that Harry’s, Inc.the high-quality men’s grooming and shaving products company, has selected Playvox Workforce Management for use by their North America Customer Experience team.
“Playvox Workforce Management was selected as our partner for their solid capabilities and ability to empower our team”
Workforce management (WFM) is a cornerstone of Harry’s commitment to deliver excellent customer service and to continue to grow the company. Scheduling the right skills and number of agents to meet by phone, email, live chat, and social media customer support is key to continued product loyalty and company growth.
As a result of Playvox’s AI-enabled platform, workforce forecasting based on real-time data can provide recommendations for the best scheduling actions to reach service levels and satisfaction targets. customers, maximize efficiency, and give agents greater flexibility.
“Maintaining industry -leading customer service levels is a key part of our customer first philosophy,” he said. Todd Adrian, Senior Director of Insights and Customer Experience at Harry’s. “Playvox Workforce Management was selected as our partner for their robust capability and ability to empower our team with greater visibility into coverage gaps, simplified scheduling updates, and robust forecasting to inform data -driven staffing decisions to meet our metrics. ”
With the company’s rapid growth and product portfolio growth, Harry identified the need to improve its workforce forecasting and scheduling tools. Beyond the need for a more sophisticated and flexible workload and staff forecasting capabilities, Harry also needed schedule adherence with robust tracking and reporting on the hours the schedules agents actually worked. compared to the recommended schedule.
“We share the same commitment to fanatical customer satisfaction as Harry,” he said Louis Bucciarelli, Chief Executive Officer of Playvox. “We are pleased to welcome Harry into the Playvox family and for their decision to use our AI-driven WFM platform to provide flexibility to their agents and the best level of service for their customers.”
Learn more at playvox.com/wfm
Playvox’s extremely simple workforce engagement management (WEM) solutions transform customer care. We fully understand that exceptional employee engagement yields exceptional customer experiences, and we love creating tools that help our customers unlock the full potential in each employee and every interaction. correlation. Playvox powers the fastest growing brands in the world. Playvox is proud to expand on DX pioneers such as Noom, NuBank, SoFi, Stitch Fix, Twitter, and Zendesk. Our agent-empowering suite of scheduling, performance, learning, quality feedback, and gamification lives seamlessly in the modern support operations ecosystem with tools like Amazon Connect, Salesforce, Slack, ServiceNow, and Zendesk. Learn more at www.playvox.com.
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