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...
Customer 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 Improve Average Handle Time
Average handle time (AHT) is a metric used to measure the amount of time each call or live chat takes in the call center. How is Average Handle Time Measured? Average handle time (AHT) is the amount of time an agent spends handling a customer inquiry from beginning to...
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...
Success Story: How Royal Caribbean International Transformed CX and Agent Workflows Using SpeechIQ
Royal Caribbean International is one of the world’s leading cruise companies, priding themselves on continuous innovation and a commitment to providing friendly and engaging service to their global customer base. They were able to leverage SpeechIQ’s Call Driver...
Top Challenges For Banks & Credit Unions in 2023 and Opportunities in 2024
Many businesses went through rapid changes in 2023, responding to the unexpected challenges brought on by economic uncertainty, rampant inflation, and a pronounced labor shortage. Banks and credit unions were no exception. The fluctuating financial landscape has...
The Best Contact Center Software for SMBs: What to Look For
Finding the best contact center software for your small- to medium-sized business can be a daunting task. With seemingly endless options to choose from, it’s hard to know which features will actually drive more meaningful customer experiences and which are just...
New Report: What is High Priority for Contact Center C-Suites Right Now?
The LiveVox CX Flash Report puts data from hundreds of contact centers to work for your business. Find out what’s driving decision making for C-suites in the new CX report. See the full insights below. 5 Points in 5 minutes In August 2020, LiveVox surveyed contact...
Contact Center Managers Need Generational Awareness
Skills and personality traits differ from agent to agent within the contact center depending on training, the type of customer service, and the specific support channel. But there’s another layer to be considered as well: generational differences. by Brett...
Can AI Help Improve Your Customer’s Financial Lives?
In this installment of Thoughtline, we discuss conversational banking and how AI can help deliver personalized financial insights and advice. Full Transcript https://www.youtube.com/watch?v=wThH3OuL4pQ Boris: [00:00:00] Good morning. Good afternoon,...
Moving on from manual quality management to drive a better customer experience
There’s no doubt that in today’s business environment customer experience is the issue of the day. Remember all those predictions that were being made in the 2010s that went something like ‘by 2020, customer experience will overtake price and product as the key brand...
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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.