Check out all the insights and innovations happening in today’s modern contact center.
The business process outsourcing (BPO) industry plays a vital role in today's global economy. However, like any other industry, BPOs face their fair share of challenges. In this article, we explore the common hurdles that BPOs encounter and discuss how LiveVox offers...
Hey there, contact center managers! We know you're the real MVPs when it comes to overseeing agent performance on the floor. You've got a lot on your plate, from dealing with low agent morale to high agent turnover, understaffing, and the challenges of remote...
Ensuring that your contact center agents are managed efficiently is vital for a smooth operation. Without proper management, agents can’t reach their maximum potential. It can be difficult for contact center leadership to effectively track all their agents....
Every leader knows the power that call center monitoring software gives them. Over the years, the meaning of “a positive customer experience” has evolved. Businesses have adapted by changing the way they approach customer service. Table of contentsSpeech...
Workforce management (WFM) is a set of institutional processes an organization uses to maximize employees’ productivity and performance. It revolves largely around scheduling, with the goal of optimizing labor distribution to accomplish the necessary tasks in the right amount of time. In simpler terms, WFM helps teams get the job done with the exact number of workers needed–no more, no less.
At the core of the contact center is the software that enables agents to be more productive and provide quality customer support. The customer experience management tool your contact center uses should make agents more efficient and organized to boost overall...
There are several measures contact centers can take to gauge their success, and listening to call recordings is arguably one of the most important ones. After all, a Microsoft survey found that 44% of respondents in America still prefer to use the phone as their primary customer service channel. So, phone recordings can offer a wealth of knowledge for you and are worth taking the time to listen over.
A workforce management solution is a phrase that gets thrown around a lot these days. Many contact centers are looking to add new systems and processes to their business, but they aren't always sure what this means for them. In this article, we'll show you how WFM can...
In this article, we’re going to explore the best practices for using speech analytics in call centers.
The contact center workforce management industry is changing, and that's a good thing. Call centers are becoming more tech-oriented, and workforce management is a key part of this change. Table of contentsTips for call center workforce managementImprove scheduling...
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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.
