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Tips for Operations Leaders: Managing Your Contact Center Through a Recession
The economy is facing uncertain times in the upcoming year, with some parts of the world fully in a recession and others bracing for one. Macroeconomic forces created on the tails of COVID have left contact centers from financial services to retail to the tech sector...
Digital & Data: The Building Blocks For an Account Recovery Management Overhaul at United Collection Bureau, Inc.
The Account Recovery management (AR) industry is one of the most challenging environments to drive digital transformation. This is especially true for outsourced AR agencies where compliance, costs, and competition leave many agencies cautious of utilizing digital...
PBX vs. VoIP: What is the Difference Between Them?
A business has to have a phone system, no doubt about it. However, choosing the type of phone system is no easy feat. There are so many options out there now that it really requires some serious thought to pick the best option.
5 Ways to Do Customer Segmentation Through Your CRM: Software, Tools & Analysis
“A shot in the dark.” We’ve all heard that phrase before. You create a magical marketing campaign, send it to a list of 3000+ prospects and customers, and wait to see who opens your message and contacts you. How does customer segmentation work and what contact...
The Best Chatbots For WhatsApp to Unlock Customer Loyalty and Build Trust
Interested in learning about the best chatbots For WhatsApp? Much like relationships between people, business and customer relationships evolve in several stages. People start off as strangers, graduate to acquaintances, then enter the casual friendship phase, and...
How to Measure Your Call Center Ticket System: KPIs & Tools
Have you ever been to an old-fashioned deli, the kind where people line up out the door for their famous pastrami-on-rye sandwiches? It’s busy. It’s noisy. To the untrained eye, the scene might look like complete chaos.
Workflow Integration in the Call Center: What is It And Why is It Important?
Workflow integrations help make call center agents’ jobs more manageable by creating seamless communication between different applications they use.
What Are The Best Social Media Channels For Customer Support?
Large companies with a global reach need a way to centralize customer communication. By using a messaging platform like WhatsApp for Business, companies can easily scale their outreach efforts while providing an enhanced customer experience. One central point of...
What is the Difference Between IVR and Virtual Agents?
Your call center is a place of opportunity. Customers reach out to your contact center for many reasons. They may need information, have a problem with their account, or need to pay a bill. No matter the reason they call, it is an opportunity to win repeat...
Getting Started With WhatsApp Business: New at LiveVox!
re you interested in getting started with WhatsApp Business? Many contact centers are coming to rely on WhatsApp to provide their customers with an improved experience.
What is Social Customer Service? The Next Era of Support in the Call Center
What is social customer service? It’s exactly what it sounds like! Providing support, informational resources, and engagement to your customers over social media channels. Table of contentsThe next era of support in the call centerFrom multichannel, to...
Your Guide to Building a Customer Service Call Flow Process
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...
Managing WhatsApp Message Templates (New at LiveVox)
Whatsapp message templates are an integral component of any WhatsApp-based customer communication workflow
5 Tips for Live & Recorded Call Calibration
Let’s say you were building a house, but every carpenter on the job site was using a different sized tape measure. The results would probably be pretty messy because there was no quality program ensuring accuracy and consistency, right? Table of contentsWhat is...
Inbound Call Center Metrics: Top Contact Center Strategies
Inbound call center metrics are a performance indicator of critical concern in a time when contact centers are the lifeline of customer service. They are a critical piece of the customer satisfaction puzzle. Despite a global pandemic affecting operations – shifting from onsite to remote – businesses still need to navigate similar customer needs and optimize for the customer experience.
Text Message Marketing Best Practices & SMS Compliance
Text message marketing best practices and SMS compliance go hand in hand. Both are essential components of a successful SMS marketing program.
IVR Customer Service: 7 Tips to Improve Your Customers’ Experience
Interactive voice response (IVR) customer service can be a great way to improve your customers' experience. By using an automated menu system, you can help customers get the information or help they need quickly and easily. However, there are a few things you can do...
How to Decrease Average Handle Time in a Call Center
If you're running a call center, then you want to know how to decrease average handle time in a call center. This can be a challenge, but with the right strategies in place, it is definitely achievable. After all, a high AHT can lead to customer dissatisfaction and...