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How To Add an Online Phone Dialer To Your Website
Many companies are continuously finding ways to provide convenient experiences for their customers and an online phone dialer can help. One way they do this is by optimizing their websites for mobile users. Most company mobile websites provide customers with a link to...
What Smartphone Dialer is Best? Power & Smart Dialing Options
Not all smartphone dialers are created equal. At the core of any contact center, dialers perform various functions.
Outbound Contact Center Software Stack: What’s In and What’s Out
Outbound contact center software can be a tedious process. From outdated data to upset customers, an outbound calling campaign can be difficult to successfully get through with little to no hiccups. Having the right outbound tech stack is a must for contact centers...
Honoring Our Heroes: How to Celebrate Veterans Today & Everyday
Honoring Our Heroes: LiveVox Celebrates Veterans Today & Everyday At LiveVox, we have immense pride for the veterans in our community and take time to appreciate the sacrifices they made to protect our country. In honor of Veteran’s Day, we pause to remember all...
Is Omnichannel Communication the Missing Link in CX Continuity?
Omnichannel communication in a seamless integration is a critical component that impacts CX. Agents can leverage data from different sources.
Customer Satisfaction Improvement: 5 Powerful Tips For Bumping CSAT Scores
customer satisfaction improvement is one of the most important goals for any company, regardless of the industry. When your business model relies heavily on regular communication between customers and company representatives, narrowing down the best way to deliver an...
Interactive Voice Response (IVR) System & Virtual Agents: 10 Reasons Your Call Center Needs them
In a call center environment, heavy call volume can usually be expected ahead of time. This is why an Interactive Voice Response (IVR) System is employed in a contact center. Supervisors can then make sure that enough agents are scheduled. Sometimes more calls than...
Customer Experience Analytics: What Is Text Sentiment Analysis And How Can You Use it In Your Contact Center? (With Examples)
One of the top ways to enhance the customer journey is by thoroughly understanding and delivering on their needs. For many companies, this can be difficult. The impression a company receives about its customers could only be what agents convey. Customers may keep...
Are Direct Dialers Essential for Efficient and Compliant Customer Outreach?
The call center environment is fast-paced, constantly buzzing with a flurry of multiple conversations and ringing phones. That's why direct dialers are so essential. One call center can easily service more than a dozen clients within various industries. Each client...
Call Center Automation Secrets: Virtual Agents Tricks
Automation technology has made a significant impact in the way companies do business. In the call center this is especially true.Thanks to automated workflows, the customer experience is enhanced. Agents also reap the benefits of simplified operations stemming from...
AHHHHH! Customer Service Call Center Horror Stories
Not all scary stories involve monsters and ghosts. You don’t even need a haunted house or an abandoned, decrepit warehouse in the middle of nowhere to set a spooky scene. Some of the most chilling tales actually take place in call centers as these tales from the...
What’s a Call Center Dashboard? How to Use One (+ Examples)
A call center dashboard is an incredibly useful tool that allows users to visualize a wide variety of data. Table of contentsWhy are call center dashboards important?Improve agent performanceCross-functional collaborationIdentify successful workflowsBusiness...
What Business Intelligence (BI) Strategy Reports Should Your Call Center Base On?
Having a thorough understanding of a company’s business intelligence strategy is key to future scalability and expansion. Table of contentsWhat is business intelligence strategy?Business intelligence strategies in the call centerAgent performance monitoringCompliance...
Why AI-Powered Speech Analytics is a Secret Weapon in the Contact Center
AI-powered speech analytics reveals hidden insights in the calls your contact center receives. These insights help you create a better experience for your customer and a more efficient system. Table of contentsWhat is call center speech analytics?Why AI-powered...
What in the World is a CX Membrane? Gartner® Explains
Your customer experience needs an “experience membrane — and no, that’s not some mad scientist Halloween pun. It’s actually a way of thinking about the barrier to entry and friction created by your support processes. All of the systems, tools, and workflows you use...
Choosing The Best Dialer For Your Call Center? FAQs to Ask
A call center dialer is a type of software that agents use to make and receive calls. Several different types of dialer software exist because although call centers essentially perform the same tasks, the purpose of each one can vary. Here is a breakdown of the...
CX Cloud Solutions and Their Impact on Call Centers in 2023
CX cloud technology is constantly evolving, and the customer service solutions call centers employ to enhance the customer experience have changed right along with it. Fifteen years ago, texting a customer service agent for support for your Internet service would’ve...
Customer Support Tools – 3 Ways to Smooth Interactions
Call centers with customer support tools need the right solutions to get the job done.