Check out all the insights and innovations happening in today’s modern contact center.
It seems likely that both remote and hybrid contact center teams will continue to thrive post-pandemic. Aside from contact center agents’ preference for remote work, remote and hybrid models provide flexibility and resilience, helping organizations better cope with...
Maximizing workforce performance is a constant concern for contact center management. It’s a priority that becomes even more challenging when overseeing a remote or hybrid workforce. Table of contentsLay the groundwork with clear objectivesSpotting...
Inbound call volume has surged to unprecedented levels since the onset of the pandemic, and conversational IVR programming is an invaluable tool to help manage it. Combining interactive voice response with intelligent virtual agents can make a measurable...
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....
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.
Learn more about virtual agent software and services for your call center and customer support team. In this post you learn what a virtual agent is, how an intelligent virtual agent can help your business, how to measure IVA success over time.
Call centers have experienced a dramatic increase in call volume over the last year and half since the onset of the pandemic. Managing high call volume has impacted contact center performance and call center metrics by driving up average handling time.
While other financial institutions provided blanket deferment options in response to the coronavirus pandemic, NCA decided to come up with a different approach – one that aligned with its mission to assist consumers with restoring their financial health. Understanding...
Did remote work work for contact centers? It depends on who you ask. There’s a gap in remote satisfaction, and it seems most managers are in a rush to get back to the office. In our 2nd Edition Work From Home Report The Remote Tipping Point we surveyed over 300...
In a recent LiveVox webinar, we discussed the state of remote work in the contact center. According to LiveVox survey data, 3 in 10 contact center leaders are preparing for a return to the office. As they transition, managers are wondering what their agent’s newfound...
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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.
