A leading customer relationship management (CRM)-connected omnichannel contact center, Playvox recently announced that TravelPerk, a business travel platform pioneering the future of business travel, has chosen Playvox to expand its agent quality management capabilities.
Louis Bucciarelli, Chief Executive Officer of Playvox, said, “Playvox believes that exceptional experiences are created every day. Our Workforce Engagement Management solution enables our customers to transform their customer service operations enabling them to deliver extraordinary experiences to their patrons.”
TravelPerk continues to expand as the largest worldwide travel management platform, offering business and leisure travelers the freedom they desire while giving enterprises the control they require. A commitment to exceptional customer service is at the heart of TravelPerk’s success and continued expansion.
Sergi Mendez, Vice President of Customer Care for TravelPerk, said, “It’s not enough to deliver a 5-star experience. We continually ask ourselves, is the experience we’re managing or providing for customers, partners, or team members going beyond what’s expected?”
Mendez added, “We chose Playvox Workforce Engagement Management because it is easy for agents and supervisors to use, and all the functionality is in one single place. Playvox enables us to meet internal metrics by quickly spotting an issue and tracking it from detection through agent coaching.”
TravelPerk’s 24/7 contact center is required to see beyond quality management and implement a complete Workforce Engagement Management solution. This included advanced scheduling capabilities, performance measurement, coaching, and innovative tools that increase agent engagement and motivation as the company grows.