Check out all the insights and innovations happening in today’s modern contact center.
Balancing customer satisfaction with employee engagement is a challenge facing contact centers everywhere. Especially since delivering great experiences starts with agents. This is where workforce engagement management comes in. Workforce engagement management...
Table of contents Customer Journey Intelligence Starts with Knowledge Management Targeted Knowledge Management is Key Continuous Improvement Cycles Knowledge Management is the Unsung Hero of Agent Engagement Defining the Scope Knowledge is Power Knowledge management...
The call center is the hub of customer service in a company. That means that expectations for agent performance are high. Customers are calling in for a variety of issues or general queries and want to be treated well. If they have a poor experience then they are very likely to go elsewhere.
For a business to run smoothly and operate at high levels of efficiency, there must be systems in place that support all the departments that make up the company. One aspect of support is keeping up with information that passes through the company in the form of knowledge management.
Welcome to the age of agent empowerment. If there is one thing that The Great Resignation has made clear, it’s that frontline employees want more control over their work and the impact that their jobs have on their professional and personal lives.
Workforce optimization (WFO) may seem like a vague, catch-all term. What are the benefits? What should you look for in a WFO software? Is WFO worth the investment?
There has never been a greater need for data-driven insights as businesses prioritize revenue growth amid rapidly shifting customer expectations, severe staffing shortages, and rising contact volume.
It’s easier than ever to access information. And customers want to be able to access answers to their own questions. In fact, they expect it. According to Forester, 70% of customers prefer to use a company’s website to get answers to their questions rather than use phone or email.
“Can someone tell me what kind of responses you are getting from customers these past couple of days?” Dozens of different answers flood in; your contact center team leader begins to feel slightly overwhelmed. Their job is to figure out what setbacks agents have been facing recently. The task proves tricky, especially since they need to coach the team to success.
If you want call center customer service that distinguishes you from your competitors, you need to equip your agents with the right call center technology. It can be challenging for agents to meet customer expectations on inbound and outbound calls. Yet, you rely on customer service agents to deliver delightful and efficient interactions across all channels.
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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.
