Check out all the insights and innovations happening in today’s modern contact center.
Customer experience management (CXM) is one of the most important practices that a company implements in their contact center. In today’s market, customers rarely base their loyalty on product or price. Instead, they stay loyal to companies based on their experiences.
Predictive dialers, automatic dialers, preview dialers – what’s the difference and how do each of them work? This predictive dialer FAQ answers all of your top questions.
Sure, the formula for a loyal customer base is complicated, but have you ever had an experience that just made life easier? If you have, you know that these simple, straightforward, and most importantly painless experiences are the most memorable. Services and products are great, and all, but experience is what pays loyalty dividends. In the retail customer service world, experience is the strategy.
Workforce optimization (WFO) may seem like a vague, catch-all term. What are the benefits? What should you look for in a WFO software? Is WFO worth the investment?
Customers lean on businesses for support and they expect every interaction to be quick, effortless, and personalized. But a variety of challenges exist within the contact center—from struggling to find and retain qualified agents, to a lack of customer insights across channels—preventing businesses from meeting rising customer demands. And these issues vary across outbound, inbound, and blended contact centers.
There has never been a greater need for data-driven insights as businesses prioritize revenue growth amid rapidly shifting customer expectations, severe staffing shortages, and rising contact volume.
If there is one lesson that businesses can take from the past two years, it is that things can change quickly. Contact centers, despite a reputation for being change-resistant, have demonstrated a remarkable resilience and flexibility navigating through rapidly shifting consumer behaviors, skyrocketing call volumes, and severe labor shortages.
Speed dialer technology automatically dials phone numbers from a preselected contact list. It helps boost call volume, reduce agent idle time, and increase ROI. It’s a game changer for your agents as it streamlines their outbound call process and reduces the need for them to search, dial, and record information.
It’s easier than ever to access information. And customers want to be able to access answers to their own questions. In fact, they expect it. According to Forester, 70% of customers prefer to use a company’s website to get answers to their questions rather than use phone or email.
In today’s fast-paced digital world, customers expect support that reflects their own communication style. Historically, call centers have dominated the customer experience. But research shows that today’s consumers prefer SMS contact center support from businesses. It’s more personable and results in faster resolutions.
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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.
