Check out all the insights and innovations happening in today’s modern contact center.
Table of contentsWhat is a virtual call center?How do virtual call centers work?Virtual customer service representativesVirtual agentsEfficient quality monitoring When people think of the term “virtual customer service representative” different things might come to...
Creating a superior digital customer experience is how businesses from any industry ensure that their customers stay loyal to a brand. In an average retail store twenty years ago, this could have looked like friendly, confident sales associates, sparkling clean...
One of the most important aspects of any company is its customer communication management. Although omnichannel platforms give customers more flexibility when it comes to how they choose to communicate, it’s critical for companies to know how to communicate with them....
Events dominating the end of 2021 have confirmed that the coronavirus pandemic is not yet done disrupting the contact center industry. The surge of the Omicron variant, emotionally strained consumers, staffing shortages, rising inflation, supply chain troubles—these are just a few of the challenges signaling another unpredictable year ahead.
Contact centers have endured a perfect storm of workplace mandates, labor shortages, evolving employee needs, rising costs, increasingly complicated customer interactions, and unpredictable customer behavior for more than two years.
Automatic call distributors (ACD Phone System) are responsible for routing inbound calls to a call center to the right person. The way ACD systems function has changed significantly over the past decade.
Dialers are responsible for the central function within the contact center. Advanced dialer software can help contact centers overcome the unique challenges they face.
Providing agents with effective and efficient call monitoring software is the hallmark of quality customer service. Contact center supervisors must have the right tools to be able to coach their teams in ways that provide support in the right areas. Identifying...
very business knows that they should always strive to have a thorough understanding of their customer base.
Providing speech analytics helps make a positive impact on customers' views towards a company. Average service may not be enough to keep customers from switching over to competitors. A smooth customer journey is a key factor of continuous loyalty. Table of contentsThe...
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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.
