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5 Baffling Email Ticket System Mistakes & How To Fix Them
Ticketing support systems are a crucial component of a busy call center. A solid ticketing system helps optimize agent workflows. They help organize incoming customer support requests. There could be hundreds of requests coming in every hour, so it’s important to be...
NICE Announces The Close of The LiveVox Acquisition, Creating a Conversational AI Powerhouse
Virtual Customer Service Representatives & Virtual Call Center Basics
Table of contentsWhat is a virtual call center?How do virtual call centers work?Virtual customer service representativesVirtual agentsEfficient quality monitoring When people think of the term “virtual customer service representative” different things might come to...
4 Pillars of Digital Customer Experience in a Contact Center
Creating a superior digital customer experience is how businesses from any industry ensure that their customers stay loyal to a brand. In an average retail store twenty years ago, this could have looked like friendly, confident sales associates, sparkling clean...
Customer Communication Management – 3 Key Integrations
One of the most important aspects of any company is its customer communication management. Although omnichannel platforms give customers more flexibility when it comes to how they choose to communicate, it’s critical for companies to know how to communicate with them....
A Look Ahead: 7 Trends Impacting the Contact Center Industry in 2024 and Beyond
Events dominating the end of 2021 have confirmed that the coronavirus pandemic is not yet done disrupting the contact center industry. The surge of the Omicron variant, emotionally strained consumers, staffing shortages, rising inflation, supply chain troubles—these are just a few of the challenges signaling another unpredictable year ahead.
Unlock Your Contact Center Supervisors’ Strategic Potential to Drive Growth
Contact centers have endured a perfect storm of workplace mandates, labor shortages, evolving employee needs, rising costs, increasingly complicated customer interactions, and unpredictable customer behavior for more than two years.
ACD Phone System Integrations: 4 Must Have Features
Automatic call distributors (ACD Phone System) are responsible for routing inbound calls to a call center to the right person. The way ACD systems function has changed significantly over the past decade.
Voice Dialer Features and FAQs by LiveVox
Dialers are responsible for the central function within the contact center. Advanced dialer software can help contact centers overcome the unique challenges they face.
Most Effective Call Monitoring Software Strategies According to Supervisors
Providing agents with effective and efficient call monitoring software is the hallmark of quality customer service. Contact center supervisors must have the right tools to be able to coach their teams in ways that provide support in the right areas. Identifying...
Voice of the Customer Analysis: A Guide For Contact Center Managers
very business knows that they should always strive to have a thorough understanding of their customer base.
Use Speech Analytics To Shape Your Contact Center’s AI Strategy
Providing speech analytics helps make a positive impact on customers' views towards a company. Average service may not be enough to keep customers from switching over to competitors. A smooth customer journey is a key factor of continuous loyalty. Table of contentsThe...
Use SMS for Business to Serve, Send, & Grow Customer Engagement!
One of the most successful ways to engage your customers is through the use of SMS marketing. With a 98% open rate, it’s no wonder why so many businesses opt to use SMS as a way to reach out to audiences. In the call center environment, getting your customers’...
Web-Based Software Auto Dialer Integrations: LiveVox and Salesforce
Many companies rely on Salesforce to help their sales representatives manage customer accounts. Did you know it can integrate with our auto dialer software?
5 Areas of Improvement for Call Center Agents
Are you looking for ways to improve your call center agents' performance? If so, you're in the right place. We share five areas of improvement that can help your contact center agents provide better customer service. We'll also take a look at some helpful tips for...
Accelerate Your Digital Transformation Journey With These 4 Steps Gartner® Says Can’t Be Missed
Learn the 4 critical components IT leaders must address to accelerate their organization’s digital business initiatives.
How to Motivate Your Call Center Team: 6 Hot Tips
A motivated call center team can make all the difference for a company, so it’s important to find ways to motivate your team and keep them engaged in their work. In this article, we share five tips to help you motivate your call center team and keep them happy.
How to Improve SLA in Your Call Center: 5 Crucial Tips
It's no secret that call centers are under a lot of pressure to provide excellent customer service. Everyone wants to know how to improve SLA in a call center. They are on the front lines of customer service, after all, so it's important for businesses to ensure that...