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How VoIP Call Center Solutions Save You Money
VoIP call center solutions are a bit of a buzzword in the business world. They’re used to save money, but what does that mean? VoIP call center solutions allow your agents to make and receive calls from anywhere, which means they don't have to be in the office for as...
5 Business Text Messaging Mistakes and How to Avoid Them
Many business prefer to communicate with others via business text messaging. It’s fast, simple, and straight to the point. Businesses understand that many of their customers would rather use texting to reach out for support. As a result, omnichannel contact centers...
LiveVox CX Reflex Episode 1: It’s A Whole New World For Contact Center Agents
Sheri Greenhaus, managing partner of the CrmXchange, explains why you need to invest in your agent experience in this episode of the CX Reflex.
Top 5 Tips to Hacker-Proof Your IVR Payment System
An IVR payment system allows companies to offer customers an alternative way to make a payment, especially when they may not feel comfortable giving their credit card or bank information to an agent over the phone. Despite this extra layer of security, many consumers are still hesitant to divulge their financial information over the phone using IVR.
Essential Call Center Phone System Features
Call center software helps organizations control costs, develop agents, monitor and enhance the customer experience, maintain compliance with laws and regulations, and more. In this article we're going to explore essential call center phone system features. Table of...
Customer Service for Different Generations
Understanding the intricacies of customer identity is the linchpin of successful personalization in the contact center. If you’re looking to tailor customer service for different generations, then what follows will be particularly helpful. Table of...
4 Outbound Dialer Types and When to Use Them
An outbound dialer is a software or cloud-based solution that allows your contact center to make outgoing calls. Outbound dialing systems help your agents expedite and automate the outbound calling, increasing efficiency and output.
Why Resilience Is Critical in the Modern Contact Center
In the digital age, when your system goes down, your business goes with it. The impact of service disruptions on your customers, employees, brand reputation, and bottom line can be staggering.
Usage-Based Pricing vs. Subscription: Which Pricing Model is Right for Your Business in 2023?
When running a company, the way you charge people can make or break your business. If people feel like they are being ripped off then they will simply go elsewhere. Just a 5% increase in customer retention produces more than a 25% increase in profit. At the same time,...
Ventana Research Analyst Perspective: Modernizing Agent Performance Management
Table of contentsUse AI and automation to deliver assisted guidance in real timeScreen agents for sales awareness skillsCultivate empathy by showing appreciation for individual agent contributions Since 2020, the pace of change inside the contact center has...
Don’t Fall In the Tech Trap: Avoid These Common Pitfalls of Digital Communication
Join Boris Ginshpun, Vice President of Product Strategy and John Paullin, Senior Analyst at AVANT in this episode of theTechnology Insights podcast for a 30-minute discussion jam-packed with insights and tips for avoiding common omnichannel pitfalls. You'll get...
LiveVox Explains: What Are Integrated Agent Workflows In The Contact Center?
Contact centers today experience bottlenecks that can severely hinder their workflow performance. Integrated workflows solve this. These problems can negatively impact the customer experience. Many of these issues that contact centers face revolve around siloed data,...
Challenges for the Financial Services Industry in 2023 / 2024 (Banking, Retail & Global Outlook )
The financial services industry has undergone a fundamental shift for many years now. As more people rely on digital to handle tasks and expect businesses to meet their new digital needs, financial services have been pivoting. Over the last few years, the focus on digital transformation has accelerated. Finding ways to exceed customer expectations and stay competitive presented as main challenges in the past year.
7 Tips for How to Improve Quality Score in a Contact Center
If you work in a call center, then you know how important quality score is. A high quality score means that your agents are providing good customer service and meeting the needs of your customers. A low quality score can mean decreased profits and even layoffs. In...
The CFPB Answers Key Questions on Texting in Debt Collections
On January 19, 2023, LiveVox welcomed the CFPB's Debt Collections Sr. Program Manager, Gandhi Eswaramoorthy, to a roundtable discussion about the use of SMS in Collections. This discussion took place just over a year since the Bureau’s Reg. F rules went into...
How Can AI Automation Improve Call Center Workflows?
AI-driven tools have completely changed the way call centers operate, improving their operations through simplified workflows for agents and as a result, better experiences for customers. AI has upgraded the most common tools call centers rely on to handle customer...
Contact Center Compliance FAQ: What You Need to Know
Contact center compliance is the process of making sure your contact center meets the regulations put in place by governing bodies. Failure to comply with regulations can result in fines and other penalties, so it's important that your contact center operations are in...
What is Call Flow in a Contact Center? Meaning, Process & Systems
As customer service professionals we all know that first impressions are vitally important. But what we may not all realize is just how little time we actually have to make a good one. According to psychological research, we form opinions within the first seven...