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How to Make the Case for SMS in the Contact Center
Table of contentsSMS is the easiest way to communicate with customers, says dataHow SMS is being used for financial servicesHow SMS can benefit your contact centerFAQ SMS is the easiest way to communicate with customers, says data When you make your pitch, you’ll have...
What Does the Sixth Circuit Decision on the TCPA Autodialer Definition Mean?
Table of contentsThe ContextThe CaseWill You Be Impacted?Is Anyone Above the Fray?FAQs The Context The TCPA defines ATDS as “equipment which has the capacity – (A) to store or produce telephone numbers to be called, using a random or sequential number generator;...
Boosting Customer Service Online Chats
Customer service online chats aren’t just fast and convenient; they’re in demand. Modern consumers prefer live chat over any other support channel, and they expect the companies they do business with to offer it as part of a well-rounded customer service experience.
4 Ways to Measure Agent Experience and Satisfaction
Contact center managers typically live and die by their metrics, keeping an eagle eye on numbers like customer satisfaction scores and first call resolution rate. One metric that doesn’t get nearly as much attention, though (and wrongfully so) is agent...
13 Stats that Prove Great Customer Experience Starts with a Smooth Agent Experience
Table of contentsAX=CXWhat is agent experience?Agent experience drives revenueAgent retention is keySo, how can you improve the agent experience? Focusing on a smooth and seamless customer experience There’s a cyclical relationship between agent experience and...
The Office Gurus: A BPO innovating with speech analytics to drive results for their clients
The Office Gurus is a leading BPO based out of Florida that operates contact centers in El Salvador, Belize, Jamaica, and the USA. In this article, we'll explore how this BPO used speech analytics to drive results. They work with clients from a wide range of...
The Benefits of Doing Outbound Customer Engagement Together Under One Roof
Does it feel like your customers are everywhere these days? Table of contentsThe Current LandscapeThe ChallengesThe Power of a Single PlatformSingle View of the CustomerChannel Freedom Improves Customer SatisfactionOmnichannel Routing and Agent DesktopManage...
Reducing risk with speech analytics: Five things you can do right now
Speech analytics is no longer a new thing. Are you aware that you can start to use speech analytics for risk mitigation? In this article, you're going to get 5 tips to help you understand how you can take advantage of speech analytics to help secure your operations....
Keys to Driving CSAT in A Digital Environment
Table of contentsTiming is Everything …Make it Easy….Make it Count….Cloud is Simplifying Customer Feedback StrategiesFAQs In a recent Global Contact Center Survey by Deloitte, 54% of contact center leaders noted that “Feedback will be core to our DNA and is shared...
Contact Center Compliance Controls
Contact center compliance isn’t a nice-to-have. It’s a must have. Rules seem to be ever-changing. Increased litigation is happening as a result. The prospect of rising fines is a very real possibility and a problem you never want to be dealing with. And with more agents working remotely than ever before, maintaining compliance can be even more challenging.
Simplify Multichannel Agent Training with Screen Recording
How agents engage with customers is changing with the adoption of new channels. Therefore, how they are trained must also evolve. What is the easiest path to achieving this? Start with the basics: Analyze, Adjust, and Scale. Screen recording plays an important roll in...
IVR Scripting: Tips for Making an Effective Outbound IVR Script
Interactive voice response, or IVR, is an effective tool to help contact centers manage volume and improve efficiency, but its capabilities aren’t limited to inbound calls. Outbound IVR can deliver personalized customer experiences that drive revenue while increasing customer satisfaction. It all comes down to creating action-oriented outbound IVR scripts that are customized based on the customer’s profile.
Enhancing Customer Experience in Education Management and Financing
In the dynamic world of education management and financing, delivering an exceptional customer experience is key to building lasting relationships with students, parents, and educational institutions. And contact centers serve as your frontline ambassadors to your...
Targeted Education Loan Offers and Enhanced CX with Segmentation
We all know that education plays a pivotal role in shaping individuals’ lives and driving societal progress. As the demand for higher education continues to grow, student loan lenders face the challenge of catering to diverse needs and providing a seamless borrowing...
11 Tips for Converting Customer Complaints to Sales Opportunities
Any salesperson worth their salt knows that all customer feedback is valuable—even and especially the negative type. Publicly responding to negative comments or taking the extra time to follow up after a poor survey rating can go miles for improving products and...
Why Your Financial Service Needs a Messaging Strategy & How to Create One
Table of contentsThe Exponential Growth of Messaging & What It Means for Financial ServicesSo… What is a Conversation-Based Engagement Strategy?What Do You Need to Create a Conversational Strategy?The Competition is Getting SteeperBut Where Are Bots & SMS...
How to Use Call Center IVR to Boost Your Business?
You know that voice you hear when you call a company, asking you to select 1 or 2, prompting you to speak your request, and directing you down a menu of options? That’s Interactive Voice Response (IVR). It’s been around forever. We’ve all had one of those experiences calling a company and going in an endless circle in an automated system, always ending up back at the same menu options, without making any progress.
Top Challenges in Teleservices for 2023/2024
The teleservices industry finds itself in the unique position of being buoyed rather than crippled by the global pandemic. A 2020 telecom industry report from Grand View Research estimated the worldwide value of the industry at $1.74 trillion, with expected annual...