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Unleashing Agent Success: Strategies for Boosting the Agent Experience
Hey there, contact center managers! We know you're the real MVPs when it comes to overseeing agent performance on the floor. You've got a lot on your plate, from dealing with low agent morale to high agent turnover, understaffing, and the challenges of remote...
What is Generative AI and How to Use it in Customer Service?
As businesses continue to compete in the modern digital era, providing excellent customer service has become a crucial part of their success. Learning what is generative AI and how to use it in customer service can transform a business's relationship with customers....
The Best Workforce Management Software to Reclaim Control Over Your Team and Lead Like a BOSS
Ensuring that your contact center agents are managed efficiently is vital for a smooth operation. Without proper management, agents can’t reach their maximum potential. It can be difficult for contact center leadership to effectively track all their agents....
10 Ways Virtual Customer Service Can Help When You Can’t Find the Right Talent
If you’re having trouble getting the right people for your contact center, you’re not alone. One solution many businesses have implemented: virtual customer service. Table of contentsWhat is virtual customer service?Automated helpAround the clock customer...
CCaaS Selection Mastery: Your Ultimate RFP Buyers’ Guide for Contact Center Success
Choosing the right CCaaS suite for your contact center can be challenging due to the similarities among vendors' baseline capabilities. Traditional sourcing approaches often fail to deliver the best outcomes. These approaches include comparing extensive lists of CCaaS...
From Insights to Impact: Driving Better Customer Experiences with Actionable Data
As a seasoned customer service professional, you know that customer care and contact center operations departments are always seeking innovative ways to create efficiency, improve agent productivity, and reduce technology overhead. In today's fast-paced business...
Unlock a Smoother Customer Service System: The Essential Optimizations You Need To Make right Now
Providing top-quality customer service is the one of the primary focuses of any customer service system. Before the rise of social media, companies spent their marketing dollars on trying to figure out how to improve their products or services. Table of...
How Hosted PBX Solutions are Failing Your Business
Hosted PBX solutions have become the primary way businesses connect with the outside world. A hosted PBX is a cloud-based phone network that uses the Internet to transmit and receive phone calls. Its numerous benefits have made it the more attractive choice compared...
How Generative AI Will Revolutionize Agent Life In Contact Centers
As if being a contact center agent wasn't already tough enough! They're expected to be product experts, communication gurus, and multitasking maestros all rolled into one. But fear not, generative AI technology has arrived to save the day. Table of contentsThe...
The AI Advantage: Generative AI From a Contact Center Manager’s Perspective (With Examples)
As a contact center manager, you're well aware of the challenges that come with managing a team of customer service representatives. One of the biggest challenges is finding ways to keep costs down while still delivering high-quality customer service. Agent attrition,...
LiveVox CX Reflex Episode 5: What Is The Cost Per Experience In Your Contact Center?
What is the cost of bad customer experience in the contact center?
The Rules of The Road For a Cloud Based Phone System
Change can seem daunting, especially when it involves businesses that are transitioning to something new like a cloud-based phone system. In the ever-evolving call center industry, change is guaranteed, though.
LiveVox Featured on GoodFirms.co as Top Call Center Software
LiveVox, a leading provider of enterprise cloud contact center solutions, proudly announces its feature on GoodFirms.co as one of the Top Call Center Software platforms. This esteemed recognition accentuates LiveVox's commitment to delivering unparalleled call center...
LiveVox Proud to Be a Contender in Forrester’s 2023 CCaaS Wave
LiveVox was recently named a Contender in The Forrester Wave™: Contact Center As A Service, Q1 2023 report. We were named among “the eleven providers that matter most” and earned among the highest score in the Outbound capabilities criterion, with Forrester noting our...
LiveVox’s Black In Tech Interview: CEO John DiLullo on Leadership, Career Growth, and Creating an Inclusive Workplace
Members from the LiveVox Black in Tech Community of Interest recently had a chance to sit down with CEO John DiLullo to discuss his views on leadership, career growth, and creating a more diverse and inclusive team. In this exclusive Q&A, John shares the...
LiveVox CX Reflex Episode 4: What Your Customer Churn Rate Is Telling You
If you're not retaining your customers, you're losing money. Understanding your customer churn rate one a key part to keeping long-term profits. In this episode of LiveVox’s CX Reflex Series, CX sage Lynne Hunsacker discusses what customer churn is and how to...
Understanding How an Email to SMS Gateway Works
Mass SMS text messages make it easier for agents to reach more customers in a shorter time span. Online platforms make this task possible. Table of contentsWhy businesses opt for email to SMSHow the email to SMS gateway worksThe benefits of email to SMS in the call...
LiveVox Receives Perfect Scores Across Three Categories in DMG Consulting 2022-23 CBCCI Product & Market Research Report
Enterprises are getting the agility and versatility they need with cloud-based contact center infrastructure solutions and the value vendors like LiveVos are delivering only continues to increase. That’s what you’ll find out in DMG Consulting's 2022-23 Cloud-Based...