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2022 Contact Center Benchmarks for Outbound, Inbound, and Blended Models

How does your contact center measure up against your peers?

Find out which operating model is leading the way in CX performance and what you can do to drive improvements.

Customers lean on businesses for support and they expect every interaction to be quick, effortless, and personalized. But a variety of challenges exist within the contact center—from struggling to find and retain qualified agents, to a lack of customer insights across channels—preventing businesses from meeting rising customer demands. And these issues vary across Outbound, Inbound, and Blended contact centers.

In this eBook, Aberdeen Group and LiveVox partnered to understand how the top challenges and opportunities differ by operating model, to help contact centers benchmark against their peers and implement a roadmap for better customer and business outcomes.

What you’ll learn in this eBook:

  • The top pressures impacting Outbound, Inbound, and Blended contact centers
  • What the data reveals about the key strengths, weaknesses, and opportunities within each operating model
  • What Outbound, Inbound, and Blended contact centers can learn from their counterparts to improve business performance.

 

Simply fill out the form to download the eBook.

LiveVox [Aberdeen / eBook]

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Why LiveVox?

Learn why leading contact centers chose LiveVox for their Omnichannel, CRM, AI, and Workforce Engagement Management solutions.

Frictionless Agent & Customer Experiences

Easily improve customer service and shift customer engagement between voice and digital channels while unifying all interaction history, customer profile information, and controls into a tailored agent desktop that improves effectiveness and speed.

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One Unified Platform

All LiveVox contact center operations are accessed via a single, secure cloud-based platform, allowing for a seamless experience for agents, supervisors, and decision-makers.

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Comprehensive Risk Mitigation

LiveVox simplifies risk management with embedded compliance controls spanning CTIA, CAN-SPAM, CFPB, PCI, and other compliance-related considerations.

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Easy Integration

Supplement rather than replace your existing systems of record and CRMs using our simplified API approach, so agents get up and running quickly.

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Reduced Total Cost of Ownership

Drive performance and stay on top of security requirements with a TCO model that also avoids unnecessary technology, minimizes the need for costly professional services, and offloads security costs.

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A Partnership You Can Trust

LiveVox contact center solutions will support your unique business goals with a continuously evolving platform, in-depth training, dedicated account managers, our Customer Care Team, and Business Consulting sessions.

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Certifications

LiveVox is proud to be both PCI and SOC 2 Compliant.