Check out all the insights and innovations happening in today’s modern contact center.
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,...
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.
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...
Sheri Greenhaus, managing partner of the CrmXchange, explains why you need to invest in your agent experience in this episode of the CX Reflex.
Table of contentsUse AI and automation to deliver assisted guidance in real timeScreen agents for sales awareness skillsCultivate empathy by showing appreciation for individual agent contributions Since 2020, the pace of change inside the contact center has...
Contact centers today experience bottlenecks that can severely hinder their workflow performance. Integrated workflows solve this. These problems can negatively impact the customer experience. Many of these issues that contact centers face revolve around siloed data,...
If you work in a call center, then you know how important quality score is. A high quality score means that your agents are providing good customer service and meeting the needs of your customers. A low quality score can mean decreased profits and even layoffs. In...
The economy is facing uncertain times in the upcoming year, with some parts of the world fully in a recession and others bracing for one. Macroeconomic forces created on the tails of COVID have left contact centers from financial services to retail to the tech sector...
Workflow integrations help make call center agents’ jobs more manageable by creating seamless communication between different applications they use.
Are you looking for ways to improve your call center agents' performance? If so, you're in the right place. We share five areas of improvement that can help your contact center agents provide better customer service. We'll also take a look at some helpful tips for...
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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.
