Check out all the insights and innovations happening in today’s modern contact center.
A typical contact center is usually buzzing with noise, activity, and excitement. Agents are interacting with customers, trying to help them find a solution to their problems. It can be quite easy for a contact center’s operational efficiency to get sidelined as the calls, emails, and text messages keep coming in.
Consumers don’t just want excellent customer service; they demand it. The pandemic has undoubtedly sped the digitalization of business, and with that, customer expectations have heightened. The driving motivation to adopt artificial intelligence in call centers is to improve customer service. Customer experience is now a higher priority than cost reduction.
2021 and 2022 were fraught with unprecedented challenges. From an impromptu shift to working remotely to an uptick in inbound volumes, customer care teams were on the frontlines of work disruption this year. This year has presented many new challenges in customer...
Business texting etiquette is the set of norms and best practices that govern text communications for professional purposes. Professional texting etiquette can cover your messages’ content, like tone and language, as well as messaging logistics like frequency, send...
Today’s digital customers expect businesses to exceed customer service expectations in the same way as leading companies like Amazon and Nordstrom. They want a quicker and efficient resolution to their issues. They get frustrated if they must repeat themselves or if...
Collecting and acting on omnichannel customer feedback is absolutely vital for any business that wants to thrive in today’s market.
One of the major perks of AI is its ability to increase performance and productivity in the contact center at the agent and process level. It can be deployed in a number of ways, including streamlining data analysis, speeding the hiring process, aiding customer service, personalizing marketing efforts, and even sales and lead generation.
Because of the events of 2020, many companies have been forced to reassess their customer acquisition methods to stay afloat and win customers’ hearts. Customer priorities have changed, challenging businesses to rethink acquisition tactics and retention strategies.
In the old days, when you called a business, you’d reach the company’s switchboard. A friendly voice would answer, find out why you were calling, and manually insert a pair of phone jacks into the appropriate plugs to transfer you to the right place. It got the job done, but it was labor-intensive and tedious.
From fine tuning LiveVox’s corporate IT operations to keeping large-scale projects on track across the entire organization, every aspect of LiveVox’s strategic data-driven innovation has been thoughtfully curated by Olga Lazareva, Senior Director, Shared Tech Services, and her team.
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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.
