Contact center managers typically live and die by their metrics, keeping an eagle eye on numbers like customer satisfaction scores and first call resolution rate. One metric that doesn’t get nearly as much attention, though (and wrongfully so) is agent...
Table of contentsAX=CXWhat is agent experience?Agent experience drives revenueAgent retention is keySo, how can you improve the agent experience? Focusing on a smooth and seamless customer experience There’s a cyclical relationship between agent experience and...
Hey there, contact center managers! We know you're the real MVPs when it comes to overseeing agent performance on the floor. You've got a lot on your plate, from dealing with low agent morale to high agent turnover, understaffing, and the challenges of remote...
Customer service is a tough industry, and the contact center industry in particular is notorious for employee burnout. It’s been well documented in formal workplace studies that customer service representatives are subject to a high amount of stress, which can be...
Are your contact center agents struggling to proactively engage with customers and personalize their conversations? Or perhaps you’re dealing with low agent productivity and morale? You’re not alone.
Starter Kit Improve Agent and Customer ExperienceInvesting in the right contact center technology is equivalent to investing in your agents, but it’s only half the battle. Our Agent Experience Starter Kit lays out practical steps to improve the agent experience in...
These are the questions many call center managers ask themselves. But what if, instead, we asked: how do you improve the agent experience? After all, customer experience is dependent on how well agents can do their job. Here we explore a few tips to improve the...
2 out of every 3 firms surveyed still cannot orchestrate customer journeys across multiple channels, according to a study conducted by Forrester Consulting. And 7 out of 10 survey participants said that agents do not have all the relevant customer information and...
Digital communication channels, including SMS, email, and webchat, now play an integral role in the omnichannel customer journey, helping to expand customer self-service options and enabling contact centers to handle high volumes of support tickets with limited agent...
Exclusive LiveVox eBook: Agent Experience is Underrated More engaged agents foster stronger relationships with customers. While this may seem intuitive, employee experience in the contact center is still an overlooked aspect of many customer engagement and service...
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LiveVox (Nasdaq: LVOX) is a proven cloud CCaaS platform that helps business leaders redefine customer engagement and transform their contact center’s performance. Decision-makers use LiveVox to improve customer experience, boost agent productivity, empower their managers, and enhance their system orchestration capabilities. Everything needed to deliver game-changing results can be seamlessly integrated and configured to maximize your success: Omnichannel Communications, AI, a Contact Center CRM, and Workforce Engagement Management tools.
For more than 20 years, clients of all sizes and industries have trusted LiveVox’s scalable and reliable cloud platform to power billions of omnichannel interactions every year. LiveVox is headquartered in San Francisco, with international offices in Medellin, Colombia and Bangalore, India.
To stay up to date with everything LiveVox, follow us @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.
