The Latest Trends and Thought Leadership for Contact Centers

A typical contact center is usually buzzing with noise, activity, and excitement. Agents are interacting with customers, trying to help them find a solution to their problems. It can be quite easy for a contact center’s operational efficiency to get sidelined as the calls, emails, and text messages keep coming in.

In the old days, when you called a business, you’d reach the company’s switchboard. A friendly voice would answer, find out why you were calling, and manually insert a pair of phone jacks into the appropriate plugs to transfer you to the right place. It got the job done, but it was labor-intensive and tedious.

There was a time when the phone was the primary mode of communication for most people. During this time, traditional contact centers thrived.  Table of contentsTraditional contact centers Major changes from traditional to next-gen contact...

The contact center is the face of your business. Every service call or request for support from a customer is an opportunity to turn service into sales.  Table of contentsHow do you amplify results with a data driven culture?Using data to build a better customer...

Digital and AI-enabled self-service options are what customers want, and contact centers are heeding the message. Taken from a 2020 Gartner report on contact center trends driving change, we've summarized some actionable insights...

The customer journey can be a frightful one, filled with a gauntlet of ghastly experiences. Neverending wait times. Phone tree trapdoors. Dead-eyed agents repeating the same questions. Oh, my... It’s downright chilling. If you don’t want to be the industry boogieman,...

LiveVox commissioned Forrester Consulting to conduct a Total Economic Impact™ study in June 2021 to evaluate LiveVox's cost of ownership and return on investment across a variety of different factors in the contact center.  The study revealed numerous benefits...

How does a BPO increase contact rates by 79% and lower their cost per transaction by $6? By finding a partner invested in their long-term success and adopting technology from a one-stop shop instead of a  patchwork of different applications from different...