Check out all the insights and innovations happening in today’s modern contact center.
Over the last few months, the apparent acceleration in the adoption of cell phone blacklist services and applications has caught the attention of contact center leaders. The concern over blacklists is understandable since a blacklisted number could make it more...
In today's rapidly evolving world, the education sector is embracing technology and innovative solutions to enhance the learning experience for students and educators alike. Table of contentsUnderstanding the Regulatory LandscapeTransparency and ConsentData Security...
Table of contentsThe ContextThe CaseWill You Be Impacted?Is Anyone Above the Fray?FAQs The Context The TCPA defines ATDS as “equipment which has the capacity – (A) to store or produce telephone numbers to be called, using a random or sequential number generator;...
Contact center compliance isn’t a nice-to-have. It’s a must have. Rules seem to be ever-changing. Increased litigation is happening as a result. The prospect of rising fines is a very real possibility and a problem you never want to be dealing with. And with more agents working remotely than ever before, maintaining compliance can be even more challenging.
What are the benefits of call center speech analytics when managing a remote workforce? Here are our top tips and considerations Contact centers currently managing their workforces remotely face a myriad of challenges around agent performance, quality, and compliance....
When executed well, IVR customer service can help more of your customers self-resolve issues and enable your agents to better handle every call they receive. When done poorly, however, it can leave your customers more frustrated than when they called in the first place. Getting IVR right the first time can sometimes mean the difference between losing a customer for a life or a lifetime of loyalty.
In the ever-evolving realm of business process outsourcing (BPO), compliance with a multitude of regulations has become a non-negotiable aspect. As the BPO industry continues to grow, so does the complexity of compliance frameworks that shape its operations. To thrive...
The following is a summary of the opinions and observations of Mark Mallah, General Counsel, LiveVox Inc.; Joann Needleman, Attorney, Clark Hill PLLC; and Ryan Thurman, Director of Sales, Contact Center Compliance. Together they discussed what's next for the TCPA and...
Many business prefer to communicate with others via business text messaging. It’s fast, simple, and straight to the point. Businesses understand that many of their customers would rather use texting to reach out for support. As a result, omnichannel contact centers...
An outbound dialer is a software or cloud-based solution that allows your contact center to make outgoing calls. Outbound dialing systems help your agents expedite and automate the outbound calling, increasing efficiency and output.
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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.
