Check out all the insights and innovations happening in today’s modern contact center.
When running a company, the way you charge people can make or break your business. If people feel like they are being ripped off then they will simply go elsewhere. Just a 5% increase in customer retention produces more than a 25% increase in profit. At the same time,...
Table of contentsUse AI and automation to deliver assisted guidance in real timeScreen agents for sales awareness skillsCultivate empathy by showing appreciation for individual agent contributions Since 2020, the pace of change inside the contact center has...
Join Boris Ginshpun, Vice President of Product Strategy and John Paullin, Senior Analyst at AVANT in this episode of theTechnology Insights podcast for a 30-minute discussion jam-packed with insights and tips for avoiding common omnichannel pitfalls. You'll get...
Contact centers today experience bottlenecks that can severely hinder their workflow performance. Integrated workflows solve this. These problems can negatively impact the customer experience. Many of these issues that contact centers face revolve around siloed data,...
The financial services industry has undergone a fundamental shift for many years now. As more people rely on digital to handle tasks and expect businesses to meet their new digital needs, financial services have been pivoting. Over the last few years, the focus on digital transformation has accelerated. Finding ways to exceed customer expectations and stay competitive presented as main challenges in the past year.
If you work in a call center, then you know how important quality score is. A high quality score means that your agents are providing good customer service and meeting the needs of your customers. A low quality score can mean decreased profits and even layoffs. In...
On January 19, 2023, LiveVox welcomed the CFPB's Debt Collections Sr. Program Manager, Gandhi Eswaramoorthy, to a roundtable discussion about the use of SMS in Collections. This discussion took place just over a year since the Bureau’s Reg. F rules went into...
AI-driven tools have completely changed the way call centers operate, improving their operations through simplified workflows for agents and as a result, better experiences for customers. AI has upgraded the most common tools call centers rely on to handle customer...
Contact center compliance is the process of making sure your contact center meets the regulations put in place by governing bodies. Failure to comply with regulations can result in fines and other penalties, so it's important that your contact center operations are in...
As customer service professionals we all know that first impressions are vitally important. But what we may not all realize is just how little time we actually have to make a good one. According to psychological research, we form opinions within the first seven...
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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.
