Sunnyvale, CA, USA, June, 2021 -- Playvox, a CRM-connected omnichannel contact center provider of workforce engagement solutions, announced that SeatGeek, Inc., a mobile-focused ticket platform, has partnered with Playvox to implement workforce management within their CX team.
As SeatGeek expands its market share and geographic coverage, year-over-year contact volume increased proportionally. It became clear that long-range and intra-day forecasting and staff scheduling capabilities needed to be strengthened before they became a challenge impacting growth. Compounding that was a need for greater visibility into coverage gaps and schedule updates during the day as volumes shifted across channels. To continue meeting channel-specific SLAs, current processes and technologies were assessed and opportunities identified where efficiencies and reliability could be increased to meet the confidence needed in scheduling.
"Life with Playvox is more organized and less stressful," shared Kayla Roden, Manager of CX Operations at SeatGeek.
"Life with Playvox is more organized and less stressful," shared Kayla Roden, Manager of CX Operations at SeatGeek. "We ultimately chose Playvox Workforce Management because it was by far the most robust and customizable tool out of all the options we reviewed. It was a pretty easy decision for us."
After evaluating eight different workforce management vendors, SeatGeek selected Playvox for its ability to accurately and automatically forecast volumes and coverage based on configurable SLAs for each service channel and queue.
"Playvox quickly and easily helped SeatGeek develop reliable forecasts which enabled them to employ a variety of staffing models," said Oscar Giraldo, CEO and Founder, Playvox. "We're empowering customers with greater visibility into all aspects of their contact center employees to deliver the best experience for agents and customers."
Posted by Veronica Silva Cusi, news correspondent
PlayVox's mission is to make call centers a better place to work. End the use of spreadsheets to manage your workforce. We have new approaches and tools to empower call center agents to be more productive and engaged. We give team managers and executives super power capabilities to manage their workforce by taking applying holistic and new capabilities to your existing practices. Ten applications on one, cost-effective and cloud-based platform.
Published: Tuesday, June 29, 2021
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