In August 2020, LiveVox surveyed contact center professionals at the C-suite, VP, Director, and Manager levels to understand what their strategic priorities are right now, where they’re headed in the future, and what role self-service and system integration play in their ability to deliver an exceptional customer experience. We gathered responses from individuals in fourteen different industries, including Banking, Finance, Retail, Insurance, and Debt Collection, across job functions ranging from Operations to IT to Customer Experience.
Based on their inputs, we’ve crafted an in-depth report that highlights the challenges, priorities, and opportunities for contact center professionals today.
The results paint an interesting picture. Looking at it from a 30,000 foot view, when you’re a contact center, customer experience is your business. That’s what you do. So how do you improve the customer experience in a highly competitive environment? Even more importantly, how do you do this without significantly increasing your costs?
Drilling down into the results, you’ll see why for contact executives, the way to do it is with self-service tools that give customers the power to handle their needs on their own. The opportunity for contact centers, then, is to identify why customers are calling. What are your customers actually trying to do? Once you understand that, then you bring the tools, features, and functionality to bear to solve as many of those customer needs as you can.
These survey results contain insights gathered from contact center executives across the country and reveal the biggest obstacles standing in their way, what keeps them up at night about their current systems, and even their take on employing Artificial Intelligence in their operations.
Read the free report to find out:
- The biggest problem in contact centers today
- How business users and IT are split on the build vs. buy decision
- The significance of a platform’s ability to integrate
- Which types of integrations are top of mind
- The most important use cases for AI.
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, Denver, Bangalore, and Colombia. To learn more, schedule a demo today.