Check out all the insights and innovations happening in today’s modern contact center.
We’ve all been there: Eagerly calling a friend to share the good news, but, instead of having that great conversation, we get their voicemail that asks us to leave a message. For many, hearing that voicemail is an everyday annoyance. For agents at outbound contact...
Do you need a virtual agent? That depends: do you want to automate answers for routine questions, resolve repeat issues, and free up valuable customer or agent time? LiveVox lets you incorporate a no-code virtual agent that mimics, enhances, and assists live agent...
Your customer satisfaction score, or CSAT score, is a direct indicator of how satisfied a customer is with your products and services or with interaction with your brand. Usually expressed as a percentage, the CSAT score is one of the top metrics used to determine...
In a recent LiveVox webinar, we discussed the state of remote work in the contact center. According to LiveVox survey data, 3 in 10 contact center leaders are preparing for a return to the office. As they transition, managers are wondering what their agent’s newfound...
Compliance and quality management are two sides of the same coin. Many of the restrictions and rulings put out by the CFPB in relation to debt are created in response to customers feeling treated unfairly or tricked. If your service is engaged in activities that make...
Table of contentsAverage Handle Time = Wait Time + Talk & Hold Time + After Call WorkBut, what to do about it?Smart staffingSchedule your agent’s time intelligently. Gain access to the right data, and use it .Operational agilityMake work-from-home work for...
Call center analytics play a vital role in the success of your organization. Call center performance depends on the kind of experience being provided. Whether customers reach out to take care of a routine task or with a complaint, they expect to find answers...
Remote work has become a core aspect of contact center operations but the latest research indicates that there are disparities between how contact center managers perceive work from home and how it has actually impacted operational performance. Watch this on-demand...
Personalization is the norm in our digital world, it’s no longer just nice to have. Emails that speak to customers by name, reminders about specific products left in their shopping cart, and highly targeted display ads are all standard fare. What’s not so...
As customers, we take for granted that technology works when we want it to. When we order food on Grubhub, a delivery driver soon appears with the order. When there’s heavy traffic, we trust our GPS apps to find an alternate route. All of this happens...
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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.
