In their latest eBook, Frost & Sullivan dive into the connection between agent and customer experience. Exceptional Agent Experience Drives an Exceptional Customer Experience Start with agent desktops & pre-configured workflows According to Frost...
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.
How to Equip Your Organization to Meet Today’s Customer and Agent Needs
In an omnichannel world of customer engagement, context and information flow with the customer no matter how or where they start their journey and picks up where they left off if they choose to reengage. Ideally, omnichannel is a seamless flow of synchronous and...
How to Reduce Agent Turnover
Agent turnover is one of the most expensive problems in the contact center. According to Harvard Business Review, the organizational costs of employee turnover range between 100% and 300% of the replaced employee’s salary. In addition, it typically takes 8 months for...
5 Customer Service Skills Every Agent Needs to Master Now
It goes without saying that communication skills are essential in the contact center. In person communication involves nonverbal cues like eye contact, posture, and facial expressions. But, the nature of the contact center cuts out vital parts of communication. An...
How Should You Structure Omnichannel Teams in the Contact Center?
In an omnichannel world, customers interact with agents in a variety of ways. Whether through a call or chat, customers expect the same level of customer service and support. Before there were multi-channel options, a contact center hired agents that specialized in...
What are the Biggest Challenges for Agent Upselling?
We often say your customer service agents are your number one asset. This is true for obvious reasons when it comes to customer satisfaction, as your agents are often the first and possibly the only human representative of your company that a customer interacts...
The Impact of Agent Experience in Customer Service Success
Three-quarters of call center leaders say improving the customer experience is a “very important” factor driving their decision to update their contact center software. That’s one of the insights from a recent LiveVox survey of call center professionals at the...
What are the Keys to Hiring (and Retaining) Top Customer Service Talent?
Customer service representatives are the frontline touchpoint for your company. It is important to hire and retain agents that deliver the right tone as well as great customer service. During every interaction with customers, agents have the responsibility to create...
Coaching Call Center Agents – How to Create Effective Training
Coaching call center agents might not be at the top of your priority list at the moment, with the continuation of other functions taking precedence. If recent developments have forced your company’s contact center to suddenly shift to a primarily work-from-home set-up, you might be tempted to go into survival mode. That’s understandable.
Contact Center Trends & News
Stay informed with our CX Leader Newsletter:
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.