Check out all the insights and innovations happening in today’s modern contact center.
While the cost of hiring and onboarding new agents is high, it is not just the onboarding process that is costly. The reason you are bringing a new agent on board in the first place is most likely due to a vacancy created by an agent’s departure. When you lose...
It’s the end of Q1 and that means we’ve been busy rolling out feature upgrades here at LiveVox. This month we’ve released fresh updates to Contact Manager, a beefed up ticketing system, and even new data management and segmentation capabilities in version 15 of the...
Don’t worry about which jobs will be replaced by AI systems. Instead, try to understand aspects that will be replaced and hone those skills in your call center. Automation and human agents can beneficially work two aspects of the same job. Knowledge and...
Compliance regulations have ballooned in recent years, leaving companies exposed to potential litigation at every turn and having to continuously train and monitor agents. Worse yet, the increased scrutiny places added pressure on agents to remember and comply with...
In the software world, the single most important factor in user adoption is ease of use. This is certainly true for customer-facing products, like smartphone apps and devices. Just look at the iPhone; one of the reasons it was such a game-changer is that it was so...
In their latest eBook, Frost & Sullivan dive into the connection between agent and customer experience. Exceptional Agent Experience Drives an Exceptional Customer Experience Start with agent desktops & pre-configured workflows According to Frost...
Customer and agent experiences are two points on the continuum of customer service. If you want to improve that service, you need insight into both areas. The ability to qualify and quantify sentiment embedded in conversation is a growing field of interest...
In an omnichannel world of customer engagement, context and information flow with the customer no matter how or where they start their journey and picks up where they left off if they choose to reengage. Ideally, omnichannel is a seamless flow of synchronous and...
If you asked some C-suite executives or tech leaders, they might have you believe AI contact center solutions mean a room full of robots that have taken over on the customer service front, rendering human agents all but useless. Such visions, ambitious as they might...
The capabilities and efficiencies of your contact center drive business goals. Real-time reporting and business intelligence allow you to get a full view of your business and make the necessary changes to optimize your output. Reporting enables you to make...
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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.
