Check out all the insights and innovations happening in today’s modern contact center.
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...
Customer service agents have a tough job. So tough that the industry has a 30-40% turnover rate. From taking calls that are not always happy to juggling multiple tasks, customer service is a complicated and nuanced task. What are seven things amazing agents do...
2 out of every 3 firms surveyed still cannot orchestrate customer journeys across multiple channels, according to a study conducted by Forrester Consulting. And 7 out of 10 survey participants said that agents do not have all the relevant customer information and...
Contact centers are driven by agent productivity. Because of this, emphasis on individual agents’ achievements is the norm. While this can encourage productivity, it also creates a competitive atmosphere that makes collaboration difficult. So how do improve contact...
The rapid evolution of AI has generated an adoption boom of automation and RPA by contact centers. The three main capabilities are chatbots, conversational IVR, and virtual agents, with diverse use cases spanning everything from customer service management, payment...
A commissioned study conducted by Forrester Consulting on behalf of LiveVox in December 2020 evaluated how integrated contact center solutions help firms with their business operations, customer needs, agent performance, and business outcomes. Below we’ve outlined...
A commissioned study conducted by Forrester Consulting on behalf of LiveVox in March 2021 evaluates how integrated contact center solutions help firms with their business operations, customer needs, agent performance, and business outcomes. In a press release...
Quality management in the contact center has been around for decades. Unfortunately, some of the call quality scorecards being used today include the same criteria that were used at the outset of quality monitoring. In my nearly 20 years of experience, I’ve seen...
While the cost of hiring and onboarding new agents is high, it is not just the onboarding process that is costly. The reason you are bringing a new agent on board in the first place is most likely due to a vacancy created by an agent’s departure. When you lose...
Don’t worry about which jobs will be replaced by AI systems. Instead, try to understand aspects that will be replaced and hone those skills in your call center. Automation and human agents can beneficially work two aspects of the same job. Knowledge and...
Stay informed with our CX Leader Newsletter:
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.
