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Maximize Each Incoming Patient Call with these Essential Contact Center Capabilities – Part 2
In the first installment of this three-part blog series, we discussed how implementing effective call qualifications and optimizing wait times within your incoming patient call can dramatically reduce call abandonment rates and improve patient satisfaction by...
WFO: 5 Trends Shaping Analytics and Business Intelligence
Call center workforce optimization is top of mind for leaders in financial services and beyond. This is in part because of the robust advancements made to applications that can track literally everything. From tricked-out ticketing systems to agent call recordings...
Convert On Customer Satisfaction Feedback
Undoubtedly surveys are one of the important tools to track customer satisfaction levels and capture the voice of the consumer. However, converting survey feedback into actionable insight remains a challenge for enterprises and the BPOs that service them. Table of...
Business Intelligence Reports Unlock Hidden Value
Business intelligence reports are the guiding lights of any contact center, providing visibility into operational performance and driving the decision-making process of its leaders. Table of contentsAverage Statistics – “I am more than you see.”Business Intelligence:...
True Omnichannel is a Four Letter Word: Easy
Table of contentsThe Rise of True Omnichannel BankingWhat is and Why Does it Matter?The Importance of True Omnichannel Now and in the FuturePersonalization isn't going anywhere. Multichannel isn't omnichannel and vice versa. True Omnichannel Goes Beyond...
5 Ways to Reduce Patient Engagement Costs with True Omnichannel
Table of contentsHow to Reduce Patient Engagement Costs with True Omnichannel?Move to the cloudProvide integrated multiple channelsBetter than just voiceAutomated outboundEstablish robust self-serve optionsChatbotsCallbackSmart RoutingOffer great patient...
5 Ways to Empower Contact Center Agents in a Digital Environment
In an era of rapid digital innovation such as chatbots/AI, the role of a contact center agent has become more important than ever. In this blog, we’ll explore the impact of new channels on contact center agents and five ways to empower agents. Table of contentsHow to...
Why Digital Transformation is Key to Growth
You’ve probably heard the term so many times that you dismiss it as a buzzword. There’s a good reason for that; it’s been overused and its definition varies and continuously evolves. Ask ten people what a digital transformation is and how to achieve one and you’ll get...
4 Ways to Drive Customer Engagement Success in Fintech
Fintech customer engagement is rapidly transforming and reshaping the financial services market. Technologies such as mobile payment via “digital wallet” are the new normal - empowering customers to make instant checkouts. Table of contentsWhy Effective Customer...
Education Industry Outlook for 2024: Enhancing Customer Experience in Student Loan Debt Collection amidst Changing Financial Regulations
Ah, the wonderful world of student loans! It's no secret that pursuing higher education can be an expensive endeavor, often leaving graduates with a mountain of debt to repay. While the outlook for getting an education is undoubtedly a priceless investment, the burden...
How To Devise a Customer Care Strategy That Actually Drives Revenue
Customer care has long been perceived as a cost center—a necessary but burdensome expense. However, forward-thinking businesses have discovered that a well-designed customer care strategy can actually become a cash generator. By leveraging effective strategies and...
Data-Driven Triumph: How Education Statistics Validate Digital Approaches’ CX Success in Lending
In today's digital age, technology has become an integral part of many industries, including education. With the increasing reliance on digital lending technologies, it’s no surprise that they’re making a significant impact on student success and satisfaction when it...
Navigating the Roadblocks: Overcoming Common Challenges in the BPO Industry
The business process outsourcing (BPO) industry plays a vital role in today's global economy. However, like any other industry, BPOs face their fair share of challenges. In this article, we explore the common hurdles that BPOs encounter and discuss how LiveVox offers...
Establish PCI Compliance as a Differentiator
Ensuring Data Security: Achieving PCI Compliance with Call Recording In today's digital landscape, data security is of utmost importance, especially when it comes to sensitive information like payment card details. As a contact center leader, you must ensure PCI...
Risk Mitigation Capabilities on the LiveVox Platform
LiveVox Platform is Here! Table of contentsSecuring Your Contact Center: Strengthening Operations with a Threat Mitigation PlatformEnhanced Risk Mitigation Capabilities Continuing our commitment to provide our customers with innovative technology for their contact...
Improve Patient Outcomes and Patient Satisfaction with SMS
Let's take a look at improving patient satisfaction with SMS. If you're dedicated to improving satisfaction for your healthcare organization then a SMS system may be ideal for connecting you with your patient. Table of contentsImprove Patient Satisfaction with...
Insights From Capitol Hill: What’s Next for the TCPA and CFPB
The following is a summary of the opinions and observations of Mark Mallah, General Counsel, LiveVox Inc.; Joann Needleman, Attorney, Clark Hill PLLC; and Ryan Thurman, Director of Sales, Contact Center Compliance. Together they discussed what's next for the TCPA and...
Survey Says! Top 5 Contact Center Trends Shaping Consumer Engagement Strategies for 2023
LiveVox surveyed over 1500 contact center leaders to explore a variety of contact center trends and requirements. The survey also analyzed how contact centers are embracing cloud technology to advance their consumer engagement strategies and improve consumer...