Omnichannel communication in a seamless integration is a critical component that impacts CX. Agents can leverage data from different sources.
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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.
Customer Satisfaction Improvement: 5 Powerful Tips For Bumping CSAT Scores
customer satisfaction improvement is one of the most important goals for any company, regardless of the industry. When your business model relies heavily on regular communication between customers and company representatives, narrowing down the best way to deliver an...
Interactive Voice Response (IVR) System & Virtual Agents: 10 Reasons Your Call Center Needs them
In a call center environment, heavy call volume can usually be expected ahead of time. This is why an Interactive Voice Response (IVR) System is employed in a contact center. Supervisors can then make sure that enough agents are scheduled. Sometimes more calls than...
Customer Experience Analytics: What Is Text Sentiment Analysis And How Can You Use it In Your Contact Center? (With Examples)
One of the top ways to enhance the customer journey is by thoroughly understanding and delivering on their needs. For many companies, this can be difficult. The impression a company receives about its customers could only be what agents convey. Customers may keep...
Are Direct Dialers Essential for Efficient and Compliant Customer Outreach?
The call center environment is fast-paced, constantly buzzing with a flurry of multiple conversations and ringing phones. That's why direct dialers are so essential. One call center can easily service more than a dozen clients within various industries. Each client...
Call Center Automation Secrets: Virtual Agents Tricks
Automation technology has made a significant impact in the way companies do business. In the call center this is especially true.Thanks to automated workflows, the customer experience is enhanced. Agents also reap the benefits of simplified operations stemming from...
AHHHHH! Customer Service Call Center Horror Stories
Not all scary stories involve monsters and ghosts. You don’t even need a haunted house or an abandoned, decrepit warehouse in the middle of nowhere to set a spooky scene. Some of the most chilling tales actually take place in call centers as these tales from the...
What’s a Call Center Dashboard? How to Use One (+ Examples)
A call center dashboard is an incredibly useful tool that allows users to visualize a wide variety of data. Table of contentsWhy are call center dashboards important?Improve agent performanceCross-functional collaborationIdentify successful workflowsBusiness...
What Business Intelligence (BI) Strategy Reports Should Your Call Center Base On?
Having a thorough understanding of a company’s business intelligence strategy is key to future scalability and expansion. Table of contentsWhat is business intelligence strategy?Business intelligence strategies in the call centerAgent performance monitoringCompliance...
Why AI-Powered Speech Analytics is a Secret Weapon in the Contact Center
AI-powered speech analytics reveals hidden insights in the calls your contact center receives. These insights help you create a better experience for your customer and a more efficient system. Table of contentsWhat is call center speech analytics?Why AI-powered...
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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.