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.

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

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

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?

What are the Qualities of a Great Call Center Manager?

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...

7 Tips for How to Improve Quality Score in a Contact Center

7 Tips for How to Improve Quality Score in a Contact Center

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...

5 Areas of Improvement for Call Center Agents

5 Areas of Improvement for Call Center Agents

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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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.