Check out all the insights and innovations happening in today’s modern contact center.
More contact centers are experiencing a big uptick in call volume and hold times, with fewer overall agents available to take those calls, primarily due to the increased pressure brought upon by COVID-19. It’s more important than ever to think about improving your current inbound Interactive Voice Responder (IVR) functionality.
Table of contentsSMS is the easiest way to communicate with customers, says dataHow SMS is being used for financial servicesHow SMS can benefit your contact centerFAQ SMS is the easiest way to communicate with customers, says data When you make your pitch, you’ll have...
Customer service online chats aren’t just fast and convenient; they’re in demand. Modern consumers prefer live chat over any other support channel, and they expect the companies they do business with to offer it as part of a well-rounded customer service experience.
Does it feel like your customers are everywhere these days? Table of contentsThe Current LandscapeThe ChallengesThe Power of a Single PlatformSingle View of the CustomerChannel Freedom Improves Customer SatisfactionOmnichannel Routing and Agent DesktopManage...
How agents engage with customers is changing with the adoption of new channels. Therefore, how they are trained must also evolve. What is the easiest path to achieving this? Start with the basics: Analyze, Adjust, and Scale. Screen recording plays an important roll in...
Table of contentsThe Exponential Growth of Messaging & What It Means for Financial ServicesSo… What is a Conversation-Based Engagement Strategy?What Do You Need to Create a Conversational Strategy?The Competition is Getting SteeperBut Where Are Bots & SMS...
You know that voice you hear when you call a company, asking you to select 1 or 2, prompting you to speak your request, and directing you down a menu of options? That’s Interactive Voice Response (IVR). It’s been around forever. We’ve all had one of those experiences calling a company and going in an endless circle in an automated system, always ending up back at the same menu options, without making any progress.
The power of a single conversation to build customer relationships is an idea that all sales and service teams understand. With the digital expansion of conversation venues, customers and sales teams have more opportunities for connection than ever across more...
In this article, we will explore how customization is the key to improving your business and share specific ways customer service journeys can be customized using analytics and data. Table of contentsUnderstanding the power of personalizationAI-Powered Personalization...
Also referred to as business messaging, digital messaging is the set of channels a company uses to communicate with its customers. Digital messaging can happen on any channel where your brand has a presence, from social media to web chat, but the most common business messaging channel is SMS or text message.
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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.
