What do race car drivers and solution engineers have in common? Paula Morton, VP of Sales Engineering at LiveVox and vintage motorsport aficionado, can explain the overlap pretty eloquently. Like any race driver worth their salt, the people in the driver's...
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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.
Exploring the Latest Customer Experience Trends in Lending for Higher Education
Ah, education! The gateway to knowledge, growth, and countless cups of coffee. But let's not forget the often-vilified side of higher education: student loans. The mere mention of the phrase can send shivers down the spines of students and parents alike. But here at...
How to Improve IVR Customer Service
When executed well, IVR customer service can help more of your customers self-resolve issues and enable your agents to better handle every call they receive. When done poorly, however, it can leave your customers more frustrated than when they called in the first place. Getting IVR right the first time can sometimes mean the difference between losing a customer for a life or a lifetime of loyalty.
Do you Know Your Customer? 5 Questions for Contact Center Agents
Table of contentsA Profitable Feedback LoopFive questions you can tell you a lot about your customer. How to better meet their needsCustomer satisfactionYour value to your customerChallenges facedWhy us?Data aboundsSocial mediaWebsite engagement Contact...
The Power of Cloud Based Text to Speech for Call Centers
Cloud based Text to Speech (TTS) is a valuable technology for contact centers. Agents and customers benefit greatly from TTS, and here's how! Table of contentsWhat is Text to Speech?The Power of TTS for Call CentersInteractive Voice Response (IVR)Expand ReachOutbound...
Improving Your Contact Center with Customization, Personalization and Diverse Channels of Choice
In this article, we will explore how customization is the key to improving your business and share specific ways customer service journeys can be customized using analytics and data. Table of contentsUnderstanding the power of personalizationAI-Powered Personalization...
11 Benefits of Digital Messaging Systems for Remote Agents
Also referred to as business messaging, digital messaging is the set of channels a company uses to communicate with its customers. Digital messaging can happen on any channel where your brand has a presence, from social media to web chat, but the most common business messaging channel is SMS or text message.
7 Principles of Quality Management in the Contact Center
As a business, you strive to provide the best products, services, and support to your customers. What you measure to define success may differ, but the need to manage quality is part of that success. Table of contentsWhat is a Quality Management System?7...
Crafting an Education Lending Strategy Anchored in Digital Channels for Enhanced Customer Experience
As the cost of education continues to rise, students often turn to education lenders for financial support. In today's digital age, it’s crucial for you to embrace technology and leverage digital channels to enhance the customer experience. By anchoring your lending...
6 BPO KPIs You Haven’t Thought Of Yet, What to Measure, And Why
Business process outsourcing (BPO) companies thrive on efficiency, cost-effectiveness, and delivering exceptional customer experiences. To achieve these goals, measuring the right BPO KPIs (Key Performance Indicators) is essential. While some BPO KPIs are widely known...
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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.