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The Latest Trends and Thought Leadership for Contact Centers

Check out all the insights and innovations happening in today’s modern contact center.

Compliance

Compliance

Call center compliance is a term used to describe a call center’s adherence to federal rules and policies that are meant to regulate call center activities.

Confidence

Confidence

Call center agents often have to work under a great deal of pressure which can make it difficult for them to maintain their confidence.

Connection

Connection

Establishing connections between call center agents and their customers is one of the most important aspects of providing quality customer service.

Contact Center as a Service (CCaaS)

Contact Center as a Service (CCaaS)

Contact center as a Service, or CCaaS, is a software delivery model whereby contact center service vendors bundle the core tools used to manage contact center operations…

Contact Center Campaigns

Contact Center Campaigns

Contact center campaigns promote products and services through different types of channels, such as email, voice, SMS, and web platforms. Contact center campaigns can include product promotions, upsells, account recovery management, customer satisfaction surveys, and many other initiatives…

Contact Center Companies

Contact Center Companies

A contact center company is a company that functions similarly to a call center business. A contact center offers customers an omni-channel experience, which means that they can communicate with agents in more than one way. In addition to voice, a contact center...

Contact Center Services

Contact Center Services

Contact center services are the services contact centers can provide to their clients. Contact centers are well-equipped to offer numerous services.

Conversation Analytics

Conversation Analytics

Conversation analytics are tools and processes for analyzing the contents of calls and digital messages. Conversation analytics allow you to monitor and assess agent performance and customer satisfaction…

Cost Per Call

Cost Per Call

Cost per call (CPC) is a metric used in contact centers to measure the average cost incurred for handling a single customer phone call.

Cost Per Experience (CPE)

Cost Per Experience (CPE)

The cost per experience curve in the contact center refers to the cost of each customer interaction. Cost per experience calculations assume that the more consistent, personalized, and satisfactory your customer experience is, the less each interaction will cost.

Contact Center Trends & News

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About LiveVox

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.

 

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Livevox has joined forces with NICE,
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Livevox has joined forces with NICE,
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Livevox has joined forces with NICE,
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