Check out all the insights and innovations happening in today’s modern contact center.
Calling a company’s customer service line and having to endure endless prompts, transfers, and “sorry, could you repeat that” is never pleasant. Experiences like that only serve to further increase an already irate calling customer’s level of annoyance. Luckily, there exists one simple solution that contact centers can implement to enhance the customer experience: visual IVR.
Companies with contact centers that deliver excellent customer service reap the benefits of repeat customers and happy employees, and many of them use speech analytics software. It has been found that customer-centric companies were 60% more profitable than other companies that do not focus on the customer. It is worth it for customer service departments to invest in their agents and resources to be able to provide that level of service.
Managers are constantly looking over all sorts of KPIs and contact rates are easily one of the best ways they can tell if they are running a successful operation. Contact rates are generally measured by dividing the number of individuals who answer by the number of calls made.
A PBX, or Private Branch Exchange, is one of the most common phone system setups that small businesses rely on. It allows employees to make, receive, and transfer calls outside of the building and amongst each other using different extensions. Many of the benefits that a PBX provides a company vary by the type of setup a business owner chooses. The cost is also determined by the type of setup. Below you’ll find a breakdown of the different kinds of PBX available, what benefits they offer, and their average costs.
The Frost & Sullivan 2021 Buyer’s Guide analysis of the LiveVox customer engagement platform considered LiveVox’s software strengths and weaknesses against top competitors and market demands.
We spoke with LiveVox Senior Product Manager Erwin De Vera about the elements of great ticketing software. Check out the interview below for expert advice on how to find and deploy a ticketing system that takes the guesswork out of providing timely and valuable...
Interactive voice response (IVR) systems have gained a poor reputation. This is largely due to their inability to meet customers at their point of need and make resolution easy.
Modern day technology has allowed businesses to rapidly advance and maximize productivity to bring in profits. This includes the everyday office technology that workers use to get their work done. One of those pieces of technology is the office phones and the phone system that a business uses.
While it may be hard to believe in the current digital age, many business transactions still take place over the phone. These transactions include those like customer service, order placements, sales, bill payments and much more.
Last month, I wrote in The Pathway to Accelerating AI Adoption that the number of scarce resources necessary to apply AI to a single task was, in my humble opinion, the biggest inhibitor to AI becoming more ubiquitous. I shared how Google Research has introduced a high-level architecture for tackling some of the major limitations constraining broader AI applicability, and this line of research by Google and others is going to be critical for many companies to begin meaningfully adopting AI and machine learning at scale.
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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.
