How agents engage with customers is changing with the adoption of new channels. Therefore, how they are trained must also evolve. What is the easiest path to achieving this? Start with the basics: Analyze, Adjust, and Scale. Screen recording plays an important roll in...
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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.
IVR Scripting: Tips for Making an Effective Outbound IVR Script
Interactive voice response, or IVR, is an effective tool to help contact centers manage volume and improve efficiency, but its capabilities aren’t limited to inbound calls. Outbound IVR can deliver personalized customer experiences that drive revenue while increasing customer satisfaction. It all comes down to creating action-oriented outbound IVR scripts that are customized based on the customer’s profile.
Enhancing Customer Experience in Education Management and Financing
In the dynamic world of education management and financing, delivering an exceptional customer experience is key to building lasting relationships with students, parents, and educational institutions. And contact centers serve as your frontline ambassadors to your...
Targeted Education Loan Offers and Enhanced CX with Segmentation
We all know that education plays a pivotal role in shaping individuals’ lives and driving societal progress. As the demand for higher education continues to grow, student loan lenders face the challenge of catering to diverse needs and providing a seamless borrowing...
11 Tips for Converting Customer Complaints to Sales Opportunities
Any salesperson worth their salt knows that all customer feedback is valuable—even and especially the negative type. Publicly responding to negative comments or taking the extra time to follow up after a poor survey rating can go miles for improving products and...
Why Your Financial Service Needs a Messaging Strategy & How to Create One
Table of contentsThe Exponential Growth of Messaging & What It Means for Financial ServicesSo… What is a Conversation-Based Engagement Strategy?What Do You Need to Create a Conversational Strategy?The Competition is Getting SteeperBut Where Are Bots & SMS...
How to Use Call Center IVR to Boost Your Business?
You know that voice you hear when you call a company, asking you to select 1 or 2, prompting you to speak your request, and directing you down a menu of options? That’s Interactive Voice Response (IVR). It’s been around forever. We’ve all had one of those experiences calling a company and going in an endless circle in an automated system, always ending up back at the same menu options, without making any progress.
Top Challenges in Teleservices for 2023/2024
The teleservices industry finds itself in the unique position of being buoyed rather than crippled by the global pandemic. A 2020 telecom industry report from Grand View Research estimated the worldwide value of the industry at $1.74 trillion, with expected annual...
Call Center Speech Analytics: Benefits for Remote Workforce
What are the benefits of call center speech analytics when managing a remote workforce? Here are our top tips and considerations Contact centers currently managing their workforces remotely face a myriad of challenges around agent performance, quality, and compliance....
CRM & Voice Integration Connects the Dots for Improved CX
The power of a single conversation to build customer relationships is an idea that all sales and service teams understand. With the digital expansion of conversation venues, customers and sales teams have more opportunities for connection than ever across more...
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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.