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Introducing Smart Scheduling; More Clarity, Less Chaos

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November 6, 2019
By: LiveVox

Introducing Smart Scheduling; More Clarity, Less Chaos

Last month LiveVox [U]11 rolled out and with it came more power to the contact center manager. In this latest release, we’ve introduced some feature enhancements to our agent scheduler, U-QM, and e-learning components. 

From two-way SMS campaigns yielding 59% higher contact rates to transforming how an entire call center collaborates, it’s inspiring to see what teams like yours are accomplishing with LiveVox. As the pace of work continues to hasten, we know that contact center managers are taking on even more ambitious projects that require keeping tabs on lots of moving pieces to successfully hit ever-more challenging goals. 

To give you increased clarity into where work stands and make it easier to navigate all the details of your operations, we launched Account Entry, a reimagined way to organize vital customer information. With Account Entry, you can create custom groupings within Contact Manager that allow users to associate contacts, tickets, notes, and define custom values. The new Account configuration brings together all of the information you need in one place to easily manage and view customer data. 

Additionally, we made other important updates to improve your workflows. We’ve increased the job importer to help your team move data into LiveVox faster. We now support up to six contact manager file formats. Designed to load data from different systems of record, the addition of more job fields gives users the flexibility to import a variety of file layouts. We’ve also added sort functionality in segmentation, redesigned the U-CRM editor, added new desktop components like account dashboard, agent stats, and an enhanced ticketing view so that you can easily hone in on the information that matters most.

Achieving operational and workforce efficiency is critical in a competitive landscape. We know that contact centers can no longer rely on manual or spreadsheet-based scheduling workflows because they’re cumbersome and time-consuming. In addition to being inefficient, manual processes don’t allow businesses to incorporate relevant and real-time agent data into the scheduling and shift management process. This leaves the proverbial business insight stone unturned. And that means businesses could be optimizing in places they’re not even aware of. 

Not only that, but engagement is rapidly shifting to more personalized, digital interactions and more traditional channels are becoming less effective. Having key customer information readily accessible is paramount to delivering top-notch customer service. With LiveVox’s best-of-breed business intelligence, quality management, and e-learning capabilities you can elevate work to the next level.

Modernize Your Operation

According to Gartner’s IT Glossary, a contact center workforce optimization solution integrates disparate contact center technologies — including contact center performance management, knowledge bases and on-the-job training, interaction analytics, quality management and workforce management. With these in place, contact center managers can eliminate tedious manual administrative efforts and gain a 360 view into short and long term campaigns. 

LiveVox WFO capabilities make it easy to leverage work queues to assign and manage tasks using digital workflows. With the U-QM e-learning management system, you can store training materials such as PDF tutorials and videos as well as agent sample recordings. Hello, empowered workforce, happy agents, and delighted customers! 

Make Changes in Real-Time Based on Data

The LiveVox agent scheduler leverages unified contact center data, enabling managers to effectively align staffing needs with interaction volumes at any given time. This tool enables managers to more effectively schedule their workforce by leveraging data around agents’ availability such as current status and skillsets. 

Shift start and end times can be modified as needed after a schedule has been created for maximum flexibility. Managers can now also duplicate schedules for a single day or range of days to plan out workloads in advance. With LiveVox Agent Scheduling, managers can improve performance, achieve optimal operational results, and control labor costs more efficiently. Peace out, clunky spreadsheets!

Improve Agent Experience with Seamless Communication

With LiveVox’s scheduling solution, you can improve agent satisfaction with clear schedule communication. Agents can view and access their work schedules and calendars directly from their desktop, without the need to check emails and print schedules. Agents receive real-time updates about their schedules which increases accountability and attendance. Everyone works better when they know what’s expected of them. 

Ready for more clarity? Log in to LiveVox to take a peek at these new features today. 

About LiveVox

LiveVox is a leading provider of enterprise cloud contact center solutions, managing more than 14+ billion interactions a year across a multichannel environment. With over 15 years of pure cloud expertise, we empower contact center leaders to drive effective engagement strategies on the consumer’s channel of choice. Our leading-edge risk mitigation and security capabilities help clients quickly adapt to a changing business environment. With new features released quarterly, LiveVox remains at the forefront of cloud contact center innovation. Supported by over 450 employees and rapidly growing, we are headquartered in San Francisco with offices in Atlanta, Bangalore, and Colorado. To learn more, schedule a demo today.

 

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