Check out all the insights and innovations happening in today’s modern contact center.
Table of contentsSMS is the easiest way to communicate with customers, says dataHow SMS is being used for financial servicesHow SMS can benefit your contact centerFAQ SMS is the easiest way to communicate with customers, says data When you make your pitch, you’ll have...
Table of contentsThe ContextThe CaseWill You Be Impacted?Is Anyone Above the Fray?FAQs The Context The TCPA defines ATDS as “equipment which has the capacity – (A) to store or produce telephone numbers to be called, using a random or sequential number generator;...
Customer service online chats aren’t just fast and convenient; they’re in demand. Modern consumers prefer live chat over any other support channel, and they expect the companies they do business with to offer it as part of a well-rounded customer service experience.
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...
The Office Gurus is a leading BPO based out of Florida that operates contact centers in El Salvador, Belize, Jamaica, and the USA. In this article, we'll explore how this BPO used speech analytics to drive results. They work with clients from a wide range of...
Does it feel like your customers are everywhere these days? Table of contentsThe Current LandscapeThe ChallengesThe Power of a Single PlatformSingle View of the CustomerChannel Freedom Improves Customer SatisfactionOmnichannel Routing and Agent DesktopManage...
Speech analytics is no longer a new thing. Are you aware that you can start to use speech analytics for risk mitigation? In this article, you're going to get 5 tips to help you understand how you can take advantage of speech analytics to help secure your operations....
Table of contentsTiming is Everything …Make it Easy….Make it Count….Cloud is Simplifying Customer Feedback StrategiesFAQs In a recent Global Contact Center Survey by Deloitte, 54% of contact center leaders noted that “Feedback will be core to our DNA and is shared...
Contact center compliance isn’t a nice-to-have. It’s a must have. Rules seem to be ever-changing. Increased litigation is happening as a result. The prospect of rising fines is a very real possibility and a problem you never want to be dealing with. And with more agents working remotely than ever before, maintaining compliance can be even more challenging.
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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.
