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LiveVox Webinar featuring Forrester:

Making the Move From Cost Center to Profit Center

Wednesday, November 17th, 11 am PT | 2 pm EST

Contact centers continue to struggle with transforming their customer service operations from a necessary business expense to a growth-driving profit engine.

In “Making the Move From Cost Center to Profit Center”, a  free webinar hosted by LiveVox, guest speaker and Forrester Principal Analyst Max Ball will explore the research behind:

  • How we came to understand contact centers as cost centers
  • What a customer effort score is and how to improve it
  • How to put customer data and intent to work for greater personalization.

Max brings over 30 years of industry experience in product management and product marketing in the areas of omnichannel contact center platforms, speech recognition and interactive voice response (IVR), mobile, social, chat, and WebRTC. Max’s research focuses on the full breadth of contact center solutions ranging from self- and assisted-service applications to AI-driven digital customer experiences.

In conversation with LiveVox’s Chief Marketing Officer, Nick Bandy, and VP of Product Strategy, Boris Grinshpun, we’ll cover: 

  • The tools needed to initiate this seismic organizational shift
  • How to use speech analytics to uncover intents to drive upsell and cross-sell opportunities
  • How digital channels can reduce support demand, leading to lower costs over time. 

The event is perfect for contact center leaders, customer support executives, and operations professionals looking to improve lead generation and sales efficiency, customer retention, CX, and gain market insight into emerging trends such as AI, speech analytics, and new digital engagement technologies.   

From the tools needed to improve CX to how to change your company’s mindset about the value of delivering great customer service, these takeaways will be helpful for everyone. 

LiveVox [Agent Experience eBook / Thumbnail]

Fill out this form to register.

Featured Speakers

Nick Bandy, Chief Marketing Officer, LiveVox

Max Ball

Principal Analyst

Boris Grinshpun, General Manager, CRM, LiveVox

Boris Grinshpun

Vice President, Product Strategy

Boris Grinshpun, General Manager, CRM, LiveVox

Nick Bandy

Chief Marketing Officer