5 common reasons why your contact center agents feel disengaged and how workforce engagement management tools can help.
The Latest Trends and Thought Leadership for Contact Centers
Check out all the insights and innovations happening in today’s modern contact center.
Call centers, especially large call centers, are a constant bustle of activity as agents are helping customers in rapid succession with a variety of issues and queries. Managers can have their hands full with keeping track of employees, policies and processes that are subject to change. Remote work has allowed contact centers to be run completely virtually, and this may require more effort to manage and oversee smooth operations.
Are your contact center agents struggling to proactively engage with customers and personalize their conversations? Or perhaps you’re dealing with low agent productivity and morale? You’re not alone.
Every agent has the potential to be your best contact center agent. As a manager, and coach, it’s your job to bring out the greatest potential in your agents. But, coaching your agents isn’t always easy.
Knowledge bases and knowledge management systems are self-service options that are a must for businesses to implement now that we’ve all grown accustomed to any and all information at our fingertips. In fact, most younger customers say they prefer to use a self-service knowledge base instead of talking to someone on the phone.
Bias isn’t always a bad thing. It helps keep us safe, as with our subconscious bias against stepping out into traffic. It helps us make quick decisions and save time, like our bias toward what we like to eat for lunch. And it helps our brains form connections that...
These are the questions many call center managers ask themselves. But what if, instead, we asked: how do you improve the agent experience? After all, customer experience is dependent on how well agents can do their job. Here we explore a few tips to improve the...
“If it isn’t broken, don’t fix it.” While plenty of people may live by these words, none of them are in the business of delivering exceptional customer experiences. Ensuring customer satisfaction means taking a critical eye to the status quo, harnessing the power of...
How The Office Gurus Used SpeechIQ®’s Insights to Lower AHT for America’s Leading Home Improvement Retail Company.
The Office Gurus is a leading BPO that operates contact centers in El Salvador, Belize, Jamaica, and the USA, with clients in Retail, Finance, Healthcare, Education, and more. They were able to leverage SpeechIQ’s capabilities in a multi-step process to...
Call center analytics play a vital role in the success of your organization. Call center performance depends on the kind of experience being provided. Whether customers reach out to take care of a routine task or with a complaint, they expect to find answers...
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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.