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Transitioning to a VoIP Business Phone
When it comes to efficiency, businesses are always on the lookout for ways to improve operations and workflows. The call center industry is one example. The industry has successfully adapted over and over, looking much different than it did at the turn of the...
5 Ways Helpdesk Systems are Failing Your Contact Center and How LiveVox Can Help
Providing quality customer service is a top priority for call center leadership. When customers receive poor service, their perception of that company can be negatively impacted. With social media at the forefront of 24/7, real-time communication, it’s far too easy...
5 Text Message Marketing Solutions You Can Instill Right Away!
As contact centers have evolved into omni-channel hubs for numerous businesses in a variety of industries, text message marketing solutions have become as common as voice calls. Text messaging is a faster, more efficient way to communicate with customers. Many...
LiveVox CX Reflex Episode 2: Reality vs. Expectation & Bridging The CX Gap In Your Business
Are you surprised when your customers don't share your rosy view of your company's customer experience? You're not alone. Many businesses struggle with the gap between their expectations and reality. In this video, Roy Atkinson explores some ways to close that gap and...
How Technology is Revolutionizing Procurement Processes
Procurement processes are an essential part of any business that involve the purchase of software or services from external sources. Traditionally, procurement processes involved a lot of manual tasks, including negotiating with suppliers, creating purchase orders,...
How Artificial Intelligence Software is Modernizing Customer Support
The technology that call centers depend on to provide customer support has come a long way thanks to AI. Artificial intelligence software has helped streamline agent workflows and has driven improved customer experiences. In the past, customer service agents were...
How to Make Text Messaging for Businesses Effective
Today’s generation of consumers are much different when compared to the previous one. The on-demand and quick service that has become standard has changed the way businesses interact with customers. The call center is no different. It was only two decades ago that...
LiveVox’s Women in Tech Coffee Chat: Computer Science Students Talk Tech Careers and Future of Tech
In their most recent virtual Coffee Chat, LiveVox’s Women in Tech Co-Chairs Victoria Edwards and Dawn Fletcher explored the mindset and motivations of the upcoming generation of tech professionals. Students Missy Bridgwater, University of California, Los Angeles, and...
LiveVox Named an Innovator in the Aragon Research Globe™ for the Intelligent Contact Center (ICC), 2022
Aragon Research has released its fourth Aragon Research Globe™ for Intelligent Contact Centers (ICCs), evaluating a market in transition as organizations look to move to the cloud, enhance agent capabilities, and digital labor continues to grow. LiveVox is...
10 Best Practices for Speech Analytics in Call Centers
In this article, we’re going to explore the best practices for using speech analytics in call centers.
3 Key Points for Contact Center Workforce Management: Scheduling, Experience & Communication
The contact center workforce management industry is changing, and that's a good thing. Call centers are becoming more tech-oriented, and workforce management is a key part of this change. Table of contentsTips for call center workforce managementImprove scheduling...
Mastering Call Center Automation (With Examples)
Call center automation has become a staple for enterprises. In today’s ultra-fast paced environment, companies have been looking for efficient ways to deliver high-quality service while simultaneously ensuring employee satisfaction.
Contact Management Software – The Role & Importance in a Call Center
The contact manager is a vital customer service function that helps companies retain their customers, increase loyalty, and build their brand. To do this, agents must be equipped with the right tools to make every interaction as easy and seamless as possible for the...
How to Map the Call Center Customer Journey
Great service depends on understanding your customer. You need to have a clear idea about who they are and what they want. This knowledge forms the basis for service that is personalized and can meet customer expectations. In this article we're going to explore...
Calling All Game Changers: Evolving the LiveVox Brand to Help You Transform Yours
Calling All Game Changers: Evolving the LiveVox Brand to Help You Transform Yours We’ve Been Doing a Lot of Thinking Lately A lot of thinking about you. A contact center leader doing everything you can to keep up with an industry that’s rapidly changing every single...
Contact Center Automation: 4 Ways to Systemize CX
Keeping up with ever-changing contact center automation technology is important to be able to effectively deliver an enhanced customer experience. Table of contentsAuthenticationOutreach campaignsIntelligent IVR & Intelligent virtual assistantsChatbotsLiveVox...
Is It (Past) Time to Review Your Contact Center BCDR Plan?
Developing and maintaining a comprehensive business continuity and disaster recovery (BCDR) plan is a demanding and resource-intensive activity. It’s easy to see why so many businesses adopt a “set it and forget it” approach to disaster recovery. But if the last time...
LiveVox’s Women in Tech Coffee Chat: CEO John DiLullo on Diversity in Tech, Leadership, Industry Trends, and Change
Members from the LiveVox Women in Tech (WIT) Community of Interest recently hosted a virtual Coffee Chat to welcome new CEO John DiLullo. In a candid conversation with WIT, John shares his thoughts on fostering gender equality in the workplace. He also talks about...