The LiveVox CX Flash Report puts data from hundreds of contact centers to work for your business. Find out what’s driving decision making for C-suites in the new CX report. See the full insights below.
In August 2020, LiveVox surveyed contact center professionals at the C-suite, VP, and Director level within financial services seeking to understand more about how software buying decisions are made in the contact center. We gathered responses from leaders directly involved in contact center operations and product evaluations. The survey focused on what capabilities are most important in a contact center solution, the areas most in need of improvement for customer experience, factors affecting agent experience, which channels are the most critical, and how contact center solutions are evaluated. Based on their inputs, we’ve compiled the 5 pillars of what makes for great customer experiences in the contact center today.
These pillars form the basis of a holistic CX strategy that can support the entire customer journey from start to finish, and they include surprising statistics about how the internal aspects of an organization can have a profound impact on the experience bottom line.
With an unprecedented shift from onsite work to virtual work in response to a global pandemic this year, contact centers have been navigating a new world of work on the fly and operating remotely. At the same time, long-standing challenges remain top opportunities for digital transformation.
The survey results contain insights gathered from contact center executives across the country and reveal what’s standing in their way, what empowers them, and what steps they plan to take to help their teams deliver the best, most impactful customer service.
Read the report to find out:
- What are the top channels?
- With efficiency being critical, how does agent experience factor into decision making?
- How contact centers are using technology.
- The importance of bringing work out of silos.
- How integration can support people and processes.
LiveVox is a next-generation contact center platform that powers more than 14 Billion interactions a year. We seamlessly integrate omnichannel communications, CRM, and WFO capabilities to deliver an exceptional agent and customer experience, while reducing compliance risk. Our reliable, easy-to-use technology enables effective engagement strategies on communication channels of choice to drive performance in your contact center. Our battle-tested risk mitigation and security tools help clients maximize their potential in an ever-changing business environment. With 20 years of pure cloud expertise LiveVox is at the forefront of cloud contact center innovation. Our more than 450 global employees are headquartered in San Francisco; with offices in Atlanta, Denver, New York City, St. Louis, Medellin, Colombia, and Bangalore, India.