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October 14, 2021

CX Round-Up: Must Reads for Customer Service

customer service must-reads

Most Brands have figured out that they need to have good customer service if they are to survive in this market. Customers now have so many options to shop that it takes more than having a stellar product to keep their loyalty. It doesn’t take much to sour a customer’s experience, so it is important for businesses to up their game and maintain a high standard of service. One of the first places to examine is the contact center.

Here at LiveVox, we are a next-generation contact center platform that can help you with improving customer service. We have made it our mission to provide information to keep companies up-to-date on the latest technologies and practices in the contact center. This ensures that they have the tools and resources they need to elevate their customer service.

So, here are six of LiveVox’s must-reads for customer service:

  1. The Impact of Agent Experience in Customer Service Success

The agent experience is arguably what ultimately leads to good customer service. If an agent does not feel like they have the right tools and resources then they can’t properly do their jobs and that pretty much guarantees that they won’t be able to deliver the highest level of service. 

This article addresses how you can elevate the agent experience so they can perform to the best of their abilities. From different software to coaching techniques, you will learn what you need to do in order to make your agents happy and more productive.

  1. The Importance of Ease of Use in the Contact Center

This article looks at ease of use and why it is so important to customer service. Of course, customers expect any interactions they have to be simple and straightforward. If it’s not then they will become frustrated and are likely to abandon the company and tell others of their negative experience. 

Likewise, if agents do not have access to technologies that are efficient and easy to both learn and use then they can not help customers resolve their issues in a timely manner. And reduced call times will lead to higher customer satisfaction, which is the goal at the end of the day. So, read about the different tools you can implement for ease of use.

  1.  What Does a Transformational Inbound Customer Service Strategy Look Like?

Here you will see how necessary it is to create an inbound customer service strategy if you want to see improvements. Customers have certain expectations when it comes to how long they’re willing to be on the phone. They want their issues resolved as quickly as possible and an inbound customer service strategy can be a solution.  

Specifically focusing on IVR or Interactive Voice Response, this article discusses the benefits of this technology. It has evolved over the years and has become more sophisticated in the way it takes in information and interacts with customers. Digital messaging is also included in this discussion.  

  1. Inbound Customer Service Best Practices Backed by Data

Data drives many decisions in businesses and customer service is no exception. By looking at the best practices laid out in this article, you can have a better understanding of how you can improve customer service in your contact center. Here you are given 9 statistics regarding customer service and what customers want from companies.

Knowing what the research shows allows you to plan ahead and look into different strategies and technologies that will aid agents in their jobs. Implementing new policies can target behaviors and practices that waste time and result in poor customer service.

  1. Do you Know Your Customer? 5 Questions for Contact Center Agents

Knowing the customer is vital to have an outstanding customer service department and therefore a thriving business. This article presents 5 questions you should be considering and asking in order to have a better picture of what keeps your customers happy and returning for more business.

The article also takes the discussion further by looking at additional ways you can measure customer engagement. By combining direct feedback and statistics, you get the complete picture. You can know which channels of communication to focus on, where you can automate, and much more.

  1. 5 Ways to Use Contact Center Data for Improved CX

Here we have another article that covers customer data, but this one looks at 5 different ways it aids managers and what they can do with this information. Many people do not properly utilize the data they collect and this can be to the detriment of their operations. Regularly collecting and analyzing customer feedback has so many benefits and, as you see here, there are several ways you can apply it to improve customer service.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next-generation contact center platform that powers more than 14 billion interactions a year. By seamlessly integrating omnichannel communications, CRM, AI, and WFO capabilities, the Company’s technology delivers an exceptional agent and customer experience while reducing compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 500 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; New York City; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.

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