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Sentiment Analysis Tools: What Are They, What Do They Do, And How To Use Them
There are several measures contact centers can take to gauge their success, and listening to call recordings is arguably one of the most important ones. After all, a Microsoft survey found that 44% of respondents in America still prefer to use the phone as their primary customer service channel. So, phone recordings can offer a wealth of knowledge for you and are worth taking the time to listen over.
What is a VoIP System?
Legacy phone systems can hold a business back more than people may realize. Many customers still prefer to contact a company over the phone, or it may be the only option they have. One survey found that nearly seven in ten respondents, about 69% of surveyors, stated they prefer to talk to a live agent over the phone, as one of their top three preferred methods of communication with a company’s customer service department.
Enterprise Contact Center Solutions: Your New Keys to Success
Does your company have a contact center solution? If not, you may be missing out on some serious business.
Beyond Omnichannel Analytics: Don’t Sell Your Customer Experience Short. Here’s How Game Changers Do It
Omnichannel analytics and delivering a quality customer experience is at the top of the list for contact centers. This can only be accomplished when well-oiled gears are running behind the scenes.
Voice of the Customer: What Is It and How To Find It
Successful companies know that revenue and employee performance don’t paint the full picture. The customer perspective makes or breaks a business. Especially in today’s digital world where customer feedback is public and easily accessible. Identifying and acting on the voice of the customer (VoC) is critical in growing a company.
What is Two-way Text Messaging? Conversational Business SMS Guide
A two-way SMS platform is one that incorporates outbound and inbound text messaging into a unified service. SMS is one of the fastest-growing channels for business communication. And it’s no surprise as SMS engagement and costs outperform the more traditional phone and email. Here are a few surprising stats:
What are the Qualities of a Great Call Center Manager?
Call center managers have a tough job to do. They need to have a strategic vision, make difficult decisions, and keep agents engaged and happy. Great call center managers can align agents, resources, and systems to meet strategic goals. What are some qualities...
What’s a Cloud-Based Contact Center? Exploring Software & Technology
Customer service is a defining factor in the customer experience, influencing everything from a customer’s purchasing decisions to their brand loyalty. You can’t provide top-notch customer service without a simple, reliable way for customers to communicate with you....
Guide to the AI Call Center: How To Revamp Your Customer Service
The business benefits of AI in the call center are indisputable. 54% of executives say that implementing AI in their workplace has increased productivity, while AI usage increases are expected to create $2.9 trillion of value in 2021 alone.
What is the Best VoIP Provider for Call Centers?
VoIP, or Voice-Over Internet Protocol, is the most common phone system setup that businesses use. There are hundreds of VoIP providers, and it can be difficult to narrow down which one is the best fit for your company. Providers offer a wide variety of VoIP packages...
Call Center Phone Systems and CRM Integrations
One of the top priorities every contact center has at the top of their list is to deliver a wonderful, satisfactory customer experience. Most companies require agents to undergo weeks worth of training before starting on the phones.
Call Center Outsourcing: 6 Things to Consider
Your contact center is the first “face” your customer sees. When you choose to outsource your customer service, you are choosing who represents your organization, the kind of impression you want to make customers, and how you’ll be remembered for their future...
How to Use IVR Technologies to Improve Customer Service
IVR technology has significantly improved the way that companies provide customer service. Most people may recognize IVR as a system that helps route customers to the right person they need to talk to.
LiveVox CX Reflex Episode 3: Data Analysis, Journey Mapping, and the Customer Experience
Do you ever feel like your customer service data is a black hole? You put in all this effort to collect it, but you're not sure what to do with it. In this installment of LiveVox’s CX Reflex Series, veteran contact center guru and CX whisperer Annette Franz...
LiveVox for Good: How One Volunteer Event Made a Positive Impact on Families’ Lives
During our annual sales kick off event last month, we took time for a corporate social responsibility experience to give back to an organization close to our hearts by preparing 30 high-end remote-control cars and 30 customized capes to support children at The Ronald...
5 Ways Customer Expectations for Retail Banking & Payments Have Changed in 2023
Let’s be honest: customer expectations for modern retail banking and payments were already in question before the pandemic.
Using Ticketing Tools to Amplify Performance Management in the Contact Center
Contact centers have adapted to a variety of technological advancements to provide better customer service. When it comes to ticketing tools, call centers have integrated omni-channel communication to give customers more convenient options. Table of...
How Workforce Management Solutions Can Help You Predict The Future (And Avoid Repeating The Past)
A workforce management solution is a phrase that gets thrown around a lot these days. Many contact centers are looking to add new systems and processes to their business, but they aren't always sure what this means for them. In this article, we'll show you how WFM can...