Check out all the insights and innovations happening in today’s modern contact center.
Diversity, inclusion, and representation are all important topics in technology. They’re essential for bringing disparate perspectives to product and company initiatives and shaping the impact companies have within the communities they serve. Celebrating...
Contact centers can be one of the most important aspects of your business and also one of the most frustrating. Between maintaining agent satisfaction, technology integrations, and customer sentiment, creating a highly-functional, top-level inbound contact center can...
AI in the contact center is not a new concept, but it has often been viewed with trepidation by agents as something that is coming to replace them entirely. While AI is an incredible and rapidly evolving technology an agent-less future is nowhere near on the horizon...
The way call centers approach customer engagement has changed. Gone are the days when phone calls ruled the call center. Business text messaging has been on the rise. Table of contentsHow Do Call Centers Use Text Messaging?Increasing a digital presence Providing...
Speech analytics is a tool that allows you to analyze the contents of a call, enabling you to monitor and improve agent performance and customer satisfaction. With only around 11% of businesses currently using speech analytics capabilities, a large percentage of...
Average handle time (AHT) is a metric used to measure the amount of time each call or live chat takes in the call center. How is Average Handle Time Measured? Average handle time (AHT) is the amount of time an agent spends handling a customer inquiry from beginning to...
Agent turnover is one of the most expensive problems in the contact center. According to Harvard Business Review, the organizational costs of employee turnover range between 100% and 300% of the replaced employee’s salary. In addition, it typically takes 8 months for...
It goes without saying that communication skills are essential in the contact center. In person communication involves nonverbal cues like eye contact, posture, and facial expressions. But, the nature of the contact center cuts out vital parts of communication. An...
In an omnichannel world, customers interact with agents in a variety of ways. Whether through a call or chat, customers expect the same level of customer service and support. Before there were multi-channel options, a contact center hired agents that specialized in...
Speech Analytics is on the verge of becoming a billion-dollar industry within the next few years and the number of applications it has in the modern contact center have grown wildly. But how did we get here? Where exactly are we now? And, where are we headed...
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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.
