Check out all the insights and innovations happening in today’s modern contact center.
We live in a world with an abundant supply of data. Data aggregation and mining are commonplace for many businesses. It is a key driver of strategic decision-making. But the problem with big data is making sense of it. Table of contentsDescriptive vs. predictive...
Quality performance is one of the strongest drivers of customer satisfaction. You can easily improve performance by leveraging performance dashboards. They support the decision-making process and offer a central location to monitor key performance indicators (KPIs)....
Predicting trends and patterns is a mainstay for managers operating at breakneck speed in today’s service world, which means there are tons of use cases for predictive analytics in the contact center. Who doesn’t want to look into the future and know exactly...
In today’s business environment, organizations are focused more on the consumer’s experience than ever before. With access to countless social media platforms and review sites, consumers have more in their arsenal to combat negative experiences – and cause companies...
Quality management in the contact center has been around for decades. Unfortunately, some of the call quality scorecards being used today include the same criteria that were used at the outset of quality monitoring. In my nearly 20 years of experience, I’ve seen...
Customer and agent experiences are two points on the continuum of customer service. If you want to improve that service, you need insight into both areas. The ability to qualify and quantify sentiment embedded in conversation is a growing field of interest...
Speech analytics is a tool that allows you to analyze the contents of a call, enabling you to monitor and improve agent performance and customer satisfaction. With only around 11% of businesses currently using speech analytics capabilities, a large percentage of...
In an omnichannel world, customers interact with agents in a variety of ways. Whether through a call or chat, customers expect the same level of customer service and support. Before there were multi-channel options, a contact center hired agents that specialized in...
Speech Analytics is on the verge of becoming a billion-dollar industry within the next few years and the number of applications it has in the modern contact center have grown wildly. But how did we get here? Where exactly are we now? And, where are we headed...
Speech analytics technology and built-in CRM platforms are two distinct, but critical, tools to improve operations in a contact center. While they can often integrate together, the benefits of each need to be differentiated so...
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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.
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