Check out all the insights and innovations happening in today’s modern contact center.
Digital transformation can sound like a daunting task but it doesn’t have to be. The path to an effective digital transformation can be broken down into a few practical, yet key steps. LiveVox VP of Product Strategy and former VP of Digital Banking Solutions for US Bank, Boris Grinshpun, shares his best practices for successfully transitioning to digital.
A commissioned study conducted by Forrester Consulting on behalf of LiveVox in December 2021 evaluated how integrated contact center solutions help firms with their business operations, customer needs, agent performance, and business outcomes.
Self-service is becoming increasingly popular, as it’s usually quick and convenient to use. In fact, it has become so popular that 88% of people now expect companies to have an online self-service portal. This just goes to show that companies need to start focusing on self-service, if they haven’t before, or expanding on existing services.
Predictive dialing software is a useful tool for helping customer service agents and sales reps speak with as many customers or leads as possible, with minimal downtime. It helps mitigate many of the hassles of cold calling, like getting a busy signal, reaching a subscriber’s voicemail or dealing with phone numbers that just ring endlessly, with no answer.
Table of contentsWhat is a unified customer data platform and what does it mean to you?Data Helps Power Relevant, Timely InteractionsData Helps You Offer Anticipatory Customer ServiceAbout LiveVox What is a unified customer data platform and what does it mean to you?...
Customer messaging platforms like SMS and webchat have emerged as forerunners in the way that customers prefer to communicate with the companies they do business with. It is sometimes referred to as instant messaging, webchat, online chat, texting. This kind of two way messaging allows two or more parties to have a conversation via a common platform.
Call centers, especially large call centers, are a constant bustle of activity as agents are helping customers in rapid succession with a variety of issues and queries. Managers can have their hands full with keeping track of employees, policies and processes that are subject to change. Remote work has allowed contact centers to be run completely virtually, and this may require more effort to manage and oversee smooth operations.
Dialing technology has changed over time, as automation has taken over and made phone calls more efficient for agents to initiate. Businesses rely on calling campaigns to help reach goals and increase profits through telemarketing. This means agents in the contact center need to proactively call people to advertise to them. That is why it is essential that businesses implement the right resources and software to help maximize efforts.
Are your contact center agents struggling to proactively engage with customers and personalize their conversations? Or perhaps you’re dealing with low agent productivity and morale? You’re not alone.
Customer support and success can often get buried behind other business needs like product, marketing, and sales. However, creating a high-level customer experience, retaining customers, and creating loyal advocates, is extremely valuable to any...
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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.
