LiveVox Blog | All Posts
Filter and Search Our Blog Below
2023/2024 CX Trends: How Large Language Models are Shaping the Future of Customer Engagement
How are large language models being used to ramp up productivity and enhance customer engagement in the contact center? We explore how LLMs are being harnessed to create seamless customer experiences, save valuable time and resources, and ultimately pave the way...
Financial Services KPIs Have Changed: Here’s How and Why
Welcome, esteemed partners of the financial services realm, to a journey that promises to illuminate the path to customer service excellence. Table of contentsCost per resolutionCustomer satisfaction scoreKnowledge base viewsCustomer retention rateAverage...
16 Top-Level Metrics for Texting
Learn the 16 top-level metrics for texting in the contact center. Table of contentsOperationalizing SMS:Top-Level Metrics for Texting1. Texts per Conversation2. Text Cases per Agent per Day. 3. Deflections from Other Channels.4. Dedicated Agent Time (DAT).5....
Using speech analytics to cross-sell and improve customer experience
At this point, cross-selling itself is well-documented as a no-brainer, being probably the simplest thing that a business can do to significantly increase revenue. Its strategic importance, particularly for financial institutions, has only grown in recent years. But...
LiveVox SVP of Sales David D’Antonio on Growing and Retaining Customers
In this episode of The Tech Sales Coach podcast, David d Antonio, Senior Vice President of Sales at LiveVox, spoke with host Dave Elsner to discuss his approach to customer-centric sales and strategies for retaining and growing customer accounts. ...
Overview of AI Voice Generators in Customer Service
The landscape of customer service is rapidly evolving, and at the forefront of this transformation is the innovative technology of AI voice generators. These cutting-edge tools have the power to revolutionize customer interactions, enhance efficiency, and enable...
Inbound IVR Functionality that Your Contact Center Needs
More contact centers are experiencing a big uptick in call volume and hold times, with fewer overall agents available to take those calls, primarily due to the increased pressure brought upon by COVID-19. It’s more important than ever to think about improving your current inbound Interactive Voice Responder (IVR) functionality.
Preparing for AI in Your Contact Center
By Nick Morris, Senior Director, Data Analytics, LiveVox There has been a noticeable increase in buzz about the potential benefits of artificial intelligence ever since generative models like ChatGPT first emerged in late 2022. In response to this wave of...
AI Text Generators In The Contact Center: 7 Points of Productivity
In the realm of customer service, a groundbreaking tool is taking center stage: AI text generators. Table of contentsAmplifying Contact Center Efficiency through AI Text GeneratorsSwift Responses to Frequently Asked QuestionsMass customizationCrafting...
How AI Is Transforming the Education Customer Experience
The rise of artificial intelligence (AI) in the higher education lending sector is completely transforming the way education lenders engage with customers, streamline operations, and enhance customer experience. Table of contentsAI virtual agents are transforming...
Ensuring Compliance in the Education Sector’s Customer Experience
In today's rapidly evolving world, the education sector is embracing technology and innovative solutions to enhance the learning experience for students and educators alike. Table of contentsUnderstanding the Regulatory LandscapeTransparency and ConsentData Security...
How to Budget Like a CFO
How Do CFOS Budget the Way to Success? Like the CEO, CFOs have a 30,000-foot view of the business. They control all of the data flows that impact the health of a business. A good CFO uses their high vantage point to take their company to new heights, leading a...
How to Cut Contact Center Infrastructure Costs: Cloud-Based Contact Center Solutions
In a world where technology changes faster than you can say “your call is important to us,” cloud based contact center solutions are where it’s at.
The Importance of CTI IVR: What Are Screen Pops?
What are CTI screen pops? Oh, just a customer service agent’s secret weapon for personalizing their conversations and delivering ultra-fast service.
Industry Survey Report: Is Speech Analytics a missed opportunity for today’s contact centers?
Industry Survey Report: Is Speech Analytics a missed opportunity for today’s contact centers? Table of contentsIndustry Survey Report: Is Speech Analytics a missed opportunity for today’s contact centers?Strategic priorities in the industry todayThe role of reporting...
Benefits of Conversational IVR Programming
Inbound call volume has surged to unprecedented levels since the onset of the pandemic, and conversational IVR programming is an invaluable tool to help manage it. Combining interactive voice response with intelligent virtual agents can make a measurable...
Tackling 2024’s Customer Experience Challenges in Education Lending and Debt Collection
Education is important for our society—it provides us with the tools we need to reach our goals and unlock new and exciting opportunities. But the cost of education has been rising fast, forcing many students to take out loans and leading to a huge amount of debt....
Agent Communication, Collaboration and Connection in a Hybrid World: Thoughts on Capturing What We Lost and Making Improvements Going Forward
Table of contentsBest Practices for a New ModelEmbracing the New Work Model: Navigating WFH and Hybrid Solutions for TomorrowMessage from the Sponsor Communication and collaboration are at the heart of any organization, especially the contact center. When...