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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.

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Wallboards

Wallboards

Jul 10, 2022

A wallboard is another word for a dashboard. Wallboards are used in the contact center to showcase real-time information.

Workflow

Workflow

Jul 6, 2022

workflow is a designated path that outlines the processes and steps that tasks must follow in order to be completed.

Workforce Engagement Management (WEM)

Workforce Engagement Management (WEM)

Jun 24, 2022

Workforce Engagement Management is part of workforce optimization, or WFO. Workforce management software in the contact center is a combination of tools, strategies, and principles that help teams work more effectively while measuring progress.

Workforce Management (WFM)

Workforce Management (WFM)

Jun 15, 2022

Workforce management software (WFM) refers to the tools and processes an organization uses to manage, measure, and improve employees.

Workforce Optimization (WFO)

Workforce Optimization (WFO)

Jun 13, 2022

Workforce optimization and unified workforce optimization are business strategies that involve integrating solutions, processes, and contact center technologies.

Workload Management

Workload Management

Jun 10, 2022

Workload management is a capacity planning tactic that evenly distributes work among available resources within a team.

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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.