Today a multichannel engagement strategy is becoming increasingly important to reach consumers more efficiently. With rising expectations from hyper-connected consumers, a multichannel engagement strategy helps contact centers reach consumers via their channel of...
One size does not fit all – this phrase is quite apt in the context of consumer engagement channels. It is all the more so in today’s digital age, where consumers have a plethora of communication options and expect contact centers meet them via their channel of...
During the first half of 2017, LiveVox surveyed over 1500 contact center leaders to explore a variety of contact center trends and requirements. Survey also analyzed how contact centers are embracing cloud technology to advance their consumer engagement strategies and...
Over the last few months the apparent acceleration in adoption of blacklist services and applications has caught the attention of contact center leaders. The concern over blacklists is understandable since a blacklisted number could make it more complicated to reach a...
In the first installment of this three-part blog series, we discussed how implementing effective call qualifications and optimizing wait times within your inbound callflows can dramatically reduce call abandonment rates and improve patient satisfaction by empowering...
