Check out all the insights and innovations happening in today’s modern contact center.
Successful companies know that revenue and employee performance don’t paint the full picture. The customer perspective makes or breaks a business. Especially in today’s digital world where customer feedback is public and easily accessible. Identifying and acting on the voice of the customer (VoC) is critical in growing a company.
A two-way SMS platform is one that incorporates outbound and inbound text messaging into a unified service. SMS is one of the fastest-growing channels for business communication. And it’s no surprise as SMS engagement and costs outperform the more traditional phone and email. Here are a few surprising stats:
Call center managers have a tough job to do. They need to have a strategic vision, make difficult decisions, and keep agents engaged and happy. Great call center managers can align agents, resources, and systems to meet strategic goals. What are some qualities...
Customer service is a defining factor in the customer experience, influencing everything from a customer’s purchasing decisions to their brand loyalty. You can’t provide top-notch customer service without a simple, reliable way for customers to communicate with you....
The business benefits of AI in the call center are indisputable. 54% of executives say that implementing AI in their workplace has increased productivity, while AI usage increases are expected to create $2.9 trillion of value in 2021 alone.
VoIP, or Voice-Over Internet Protocol, is the most common phone system setup that businesses use. There are hundreds of VoIP providers, and it can be difficult to narrow down which one is the best fit for your company. Providers offer a wide variety of VoIP packages...
One of the top priorities every contact center has at the top of their list is to deliver a wonderful, satisfactory customer experience. Most companies require agents to undergo weeks worth of training before starting on the phones.
Your contact center is the first “face” your customer sees. When you choose to outsource your customer service, you are choosing who represents your organization, the kind of impression you want to make customers, and how you’ll be remembered for their future...
IVR technology has significantly improved the way that companies provide customer service. Most people may recognize IVR as a system that helps route customers to the right person they need to talk to.
Do you ever feel like your customer service data is a black hole? You put in all this effort to collect it, but you're not sure what to do with it. In this installment of LiveVox’s CX Reflex Series, veteran contact center guru and CX whisperer Annette Franz...
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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.
