Agent Experience

The Latest Trends and Thought Leadership for Contact Centers

Check out all the insights and innovations happening in today’s modern contact center.

The Importance of CTI IVR: What Are Screen Pops?

Aug 27, 2023

What are CTI screen pops? Oh, just a customer service agent’s secret weapon for personalizing their conversations and delivering ultra-fast service.

Agent Communication, Collaboration and Connection in a Hybrid World: Thoughts on Capturing What We Lost and Making Improvements Going Forward

Aug 21, 2023

Communication and collaboration are at the heart of any organization, especially the contact center. When internal communication is tight, everyone operates on the same page. Everyone knows what is expected of them,...

4 Ways to Measure Agent Experience and Satisfaction

Aug 20, 2023

Contact center managers typically live and die by their metrics, keeping an eagle eye on numbers like customer satisfaction scores and first call resolution rate. One metric that doesn’t get nearly as much attention, though (and wrongfully so) is agent...

13 Stats that Prove Great Customer Experience Starts with a Smooth Agent Experience

Aug 20, 2023

Table of contentsAX=CXWhat is agent experience?Agent experience drives revenueAgent retention is keySo, how can you improve the agent experience? Focusing on a smooth and seamless customer experience There’s a cyclical relationship between agent experience and...

6 BPO KPIs You Haven’t Thought Of Yet, What to Measure, And Why

Aug 2, 2023

Business process outsourcing (BPO) companies thrive on efficiency, cost-effectiveness, and delivering exceptional customer experiences. To achieve these goals, measuring the right BPO KPIs (Key Performance Indicators) is essential. While some BPO KPIs are widely known...

Unleashing Agent Success: Strategies for Boosting the Agent Experience

Jun 7, 2023

Hey there, contact center managers! We know you're the real MVPs when it comes to overseeing agent performance on the floor. You've got a lot on your plate, from dealing with low agent morale to high agent turnover, understaffing, and the challenges of remote...

How Generative AI Will Revolutionize Agent Life In Contact Centers

May 22, 2023

As if being a contact center agent wasn't already tough enough! They're expected to be product experts, communication gurus, and multitasking maestros all rolled into one. But fear not, generative AI technology has arrived to save the day. Table of contentsThe...

The AI Advantage: Generative AI From a Contact Center Manager’s Perspective (With Examples)

May 15, 2023

As a contact center manager, you're well aware of the challenges that come with managing a team of customer service representatives. One of the biggest challenges is finding ways to keep costs down while still delivering high-quality customer service. Agent attrition,...

Sentiment Analysis Tools: What Are They, What Do They Do, And How To Use Them

Apr 4, 2023

There are several measures contact centers can take to gauge their success, and listening to call recordings is arguably one of the most important ones. After all, a Microsoft survey found that 44% of respondents in America still prefer to use the phone as their primary customer service channel. So, phone recordings can offer a wealth of knowledge for you and are worth taking the time to listen over.

What are the Qualities of a Great Call Center Manager?

Apr 3, 2023

Call center managers have a tough job to do. They need to have a strategic vision, make difficult decisions, and keep agents engaged and happy. Great call center managers can align agents, resources, and systems to meet strategic goals. What are some qualities...

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About LiveVox

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.