Check out all the insights and innovations happening in today’s modern contact center.
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.
Managers are constantly looking over all sorts of KPIs and contact rates are easily one of the best ways they can tell if they are running a successful operation. Contact rates are generally measured by dividing the number of individuals who answer by the number of calls made.
Strategies to effectively manage and reduce call center call volume with 5 examples.
2021 and 2022 were fraught with unprecedented challenges. From an impromptu shift to working remotely to an uptick in inbound volumes, customer care teams were on the frontlines of work disruption this year. This year has presented many new challenges in customer...
Today’s digital customers expect businesses to exceed customer service expectations in the same way as leading companies like Amazon and Nordstrom. They want a quicker and efficient resolution to their issues. They get frustrated if they must repeat themselves or if...
Collecting and acting on omnichannel customer feedback is absolutely vital for any business that wants to thrive in today’s market.
Because of the events of 2020, many companies have been forced to reassess their customer acquisition methods to stay afloat and win customers’ hearts. Customer priorities have changed, challenging businesses to rethink acquisition tactics and retention strategies.
People now expect to get answers immediately. When it comes to customer support, modern customers are no longer satisfied with picking up a phone for resolutions. This route takes too long and results in a poor customer experience. As an example, imagine you order...
Most Brands of have figured out that they need to have good customer service if they are to survive in this market. Customers now have so many options to shop that it takes more than having a stellar product to keep their loyalty. It doesn’t take much to sour a...
Contact centers versus call centers: what’s the difference? Most people use the terms “contact center” and “call center” interchangeably. After all, they are similar operations. Both are based on inbound and outbound communications with a company’s client base....
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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.
