LiveVox is helping contact center simplify how they measure and manage their agent workforce in a digital environment with integrated multichannel agent scorecards.
Highly configurable to measure specific business needs, LiveVox’s agent scorecards include 100% screen and call recording combined with other performance drivers such as speech analytics, CSat scores, and more.
Easily pinpoint factors impacting the success of every point along the consumer journey with multichannel, multi-source analytics. Incorporate multichannel interactions, CSat scores, campaign results, agent scorecards, and more into a single pane of glass for a true 360-degree view of what is driving up and slowing down your engagement strategies.
Effectively forecast agent requirements and manage agent staffing to match contact center interaction volumes across different channels. LiveVox provides managers the ability to create and assign agents to specific shifts from their desktops leveraging real-time and comprehensive insight on engagement activity and agent skillset.
“The LiveVox Business Intelligence solution is key for us. We now have the ability to see the very next day how successful we have been for our clients. It’s made a significant impact on our retention and growth”
– Head of Business Transformationread the success story
See how performance scorecards are evolving