LiveVox Blog | All Posts
Filter and Search Our Blog Below
Call Center Speech Analytics: Benefits for Remote Workforce
What are the benefits of call center speech analytics when managing a remote workforce? Here are our top tips and considerations Contact centers currently managing their workforces remotely face a myriad of challenges around agent performance, quality, and compliance....
CRM & Voice Integration Connects the Dots for Improved CX
The power of a single conversation to build customer relationships is an idea that all sales and service teams understand. With the digital expansion of conversation venues, customers and sales teams have more opportunities for connection than ever across more...
Scaling Product, People, and Potential with LiveVox VP of Sales Engineering Paula Morton
What do race car drivers and solution engineers have in common? Paula Morton, VP of Sales Engineering at LiveVox and vintage motorsport aficionado, can explain the overlap pretty eloquently. Like any race driver worth their salt, the people in the driver's...
Exploring the Latest Customer Experience Trends in Lending for Higher Education
Ah, education! The gateway to knowledge, growth, and countless cups of coffee. But let's not forget the often-vilified side of higher education: student loans. The mere mention of the phrase can send shivers down the spines of students and parents alike. But here at...
How to Improve IVR Customer Service
When executed well, IVR customer service can help more of your customers self-resolve issues and enable your agents to better handle every call they receive. When done poorly, however, it can leave your customers more frustrated than when they called in the first place. Getting IVR right the first time can sometimes mean the difference between losing a customer for a life or a lifetime of loyalty.
Do you Know Your Customer? 5 Questions for Contact Center Agents
Table of contentsA Profitable Feedback LoopFive questions you can tell you a lot about your customer. How to better meet their needsCustomer satisfactionYour value to your customerChallenges facedWhy us?Data aboundsSocial mediaWebsite engagement Contact...
The Power of Cloud Based Text to Speech for Call Centers
Cloud based Text to Speech (TTS) is a valuable technology for contact centers. Agents and customers benefit greatly from TTS, and here's how! Table of contentsWhat is Text to Speech?The Power of TTS for Call CentersInteractive Voice Response (IVR)Expand ReachOutbound...
Improving Your Contact Center with Customization, Personalization and Diverse Channels of Choice
In this article, we will explore how customization is the key to improving your business and share specific ways customer service journeys can be customized using analytics and data. Table of contentsUnderstanding the power of personalizationAI-Powered Personalization...
11 Benefits of Digital Messaging Systems for Remote Agents
Also referred to as business messaging, digital messaging is the set of channels a company uses to communicate with its customers. Digital messaging can happen on any channel where your brand has a presence, from social media to web chat, but the most common business messaging channel is SMS or text message.
7 Principles of Quality Management in the Contact Center
As a business, you strive to provide the best products, services, and support to your customers. What you measure to define success may differ, but the need to manage quality is part of that success. Table of contentsWhat is a Quality Management System?7...
Crafting an Education Lending Strategy Anchored in Digital Channels for Enhanced Customer Experience
As the cost of education continues to rise, students often turn to education lenders for financial support. In today's digital age, it’s crucial for you to embrace technology and leverage digital channels to enhance the customer experience. By anchoring your lending...
6 BPO KPIs You Haven’t Thought Of Yet, What to Measure, And Why
Business process outsourcing (BPO) companies thrive on efficiency, cost-effectiveness, and delivering exceptional customer experiences. To achieve these goals, measuring the right BPO KPIs (Key Performance Indicators) is essential. While some BPO KPIs are widely known...
Measuring Multichannel ROI: Unlock Call Attribution
Reaching consumers on their preferred channel of choice has become a standard expectation in today’s increasingly mobile environment. As contact center leaders race to adapt, many are overlooking a significant handicap that is critical to leveraging multichannel - the...
Inbound Patient Calls: Learning to Maximize Value
An inbound patient call is one of the highest value interactions to take place at a contact center. The patient is at the contact center’s doorstep, ready to talk – giving contact centers an immediate opportunity to generate revenue and mitigate negative experiences,...
BPO Regulations to Watch Right Now
In the ever-evolving realm of business process outsourcing (BPO), compliance with a multitude of regulations has become a non-negotiable aspect. As the BPO industry continues to grow, so does the complexity of compliance frameworks that shape its operations. To thrive...
Business Operations Analysis: How To Learn From Past Failures
Understanding business operations analysis and fulfilling customer needs and expectations have become paramount for sustainable success. But how can businesses effectively analyze their operations and align them with customer desires? The answer lies in learning from...
Finding Your People + Celebrating Difference During Disability Pride Month
“Work as if you don’t have kids. Raise your kids as if you don’t work.” What a cliché. But that unattainable, impossible statement is common among full-time working moms. It makes you feel inadequate, like you’re not doing something right. It hits hard. Harder...
What’s The Problem With Your BPO Strategy?
Effective customer engagement is the key to success for any business process outsourcing (BPO) company. However, many BPOs unknowingly fall into common pitfalls that hinder their customer engagement efforts. In this article, we'll explore the five signs that indicate...