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3 Tips for How to Improve Customer Satisfaction
A new report by the CFI Group tells us something interesting about how to improve customer satisfaction. The report finds that the general index for customer satisfaction with contact centers is down 3% since 2018, and even more from it’s high in 2015. Table of...
Introducing Smart Scheduling; More Clarity, Less Chaos
LiveVox [U]11 rolled out and with it came more power to the contact center manager. In this release, we’ve introduced some feature enhancements to our agent Smart Scheduling, U-QM, and e-learning components. Table of contentsModernize Your OperationMake Changes in...
As Fintech Raises Customer Expectations, Are You Equipped for the Demand?
Fintech Raises Customer Expectations, Are You Equipped for the Demand? Table of contentsStepping up digitalHow digital banking wins customersWhen digital isn’t enoughDoing digital rightAI-powered chatbotsAll-digital channels, plus a humanBeyond Expectations:...
The Future of CX is Here and it’s Seamless, Personalized, and Data-Powered
In the era of Twitter call outs and Yelp protecting your brand perception is of paramount importance. From headlines shaming airlines for lost baggage and delays to trending complaint hashtags, customer experience has become a matter of public record. The ubiquity of...
Business Intelligence and Analytics with Livevox Cloud
In our last post, we discussed why Business Intelligence (BI) and Analytics is the feature that is most desired by contact center executives in 2017 and how this new data analysis methodology is providing better insights into contact center operations. In this post,...
How Your Ticketing System Could Make or Break Your Business
When customers have a problem with your business, they either turn to you for help, complain to their friends or on social media, or move on to another business and don’t come back to you. In this article we'll explore how a contact center ticketing system could fix...
Three Signs Your Multichannel Approach May Not Be Effective
One size does not fit all – this phrase is quite apt in the context of consumer engagement channels. It is all the more so in today's digital age, where consumers have a plethora of communication options and expect contact centers meet them via their channel of...
Most Effective Customer Care KPIs To Measure The Health of Your CX
Key performance indicators (KPIs) are invaluable tools that allow businesses to measure the effectiveness of their customer care efforts and identify areas for optimization. In this blog post, we will explore six essential Customer Care KPIs that provide valuable...
LiveVox Executive Perspective: Overcoming Obstacles, Inspiring Teams, and Powering Up Customers with SVP of Sales David D’Antonio
As a seasoned sales leader, David D’Antonio intuitively understands the importance of cultivating strong and meaningful customer relationships at LiveVox. Table of contentsInterview highlightsOn understanding the changing contact center landscape and why a...
The Power of BPO Analysis: Maximizing Efficiency and Performance
In the ever-evolving world of business process outsourcing (BPO), data-driven analysis plays a crucial role in optimizing operations and driving success. This article explores the significance of BPO analysis and how it empowers companies to make informed decisions,...
Increase ROI and Reduce Costs Through your Contact Center in 2023
It always comes back to the bottom line. Is the amount of money spent on a part of your business delivering the necessary return on investment? And when it comes to the less glamorous parts of a company, like contact centers, is the output rationalizing the...
Why Siloed Outbound Call Centers are Struggling & the Blended Solution
Blended call centers are replacing siloed models.. Traditionally, call centers have focused on either outbound or inbound business, or conducted outbound and inbound customer communication with largely siloed and unconnected systems. In one silo, outbound was focused...
Solving the Secure Payment Line Challenge
For any contact center handling payments, the ability to secure payment data is not only critical, it is quickly increasing in difficulty and, more importantly, cost. Table of contentsAddressing Payment Security with On-Demand Cloud SolutionsAddressing Consumer...
3 Things to Know about the Future of Customer Satisfaction and the Contact Center
There is no doubt that the way we engage is changing. The adoption of smart phones has opened the door to new ways of communicating, not only shifting how businesses communicate with customers, but also how the result of that communication is impacting the bottom...
How to Use an Integrated Ticketing System: Cloud Based Solution
The benefit of a cloud ticketing system is kind of right there in the name, isn’t it? It helps you manage customer cases, conversations, data, and more. This means you can streamline workflows, make life easier for customers and agents, and focus on what matters — solving problems.
3 Strategic Capabilities Required to Redefine Teleservices/Telesales Approach in the Digital Age
Table of contentsExpanding Digital Engagement:Capturing Digital InboundMaking Agents a Key Link in the Transaction ProcessOffering Self-Service Options#1: An Omnichannel Platform: Closing the Cross-Channel Gap#2 Unified Customer Profiles: Delivering a Connected...
3 Strategies to Reduce Member Wait Times with Website Chat and SMS for Credit Unions
In a recent survey of 150+ credit union leaders, increasing member wait times was noted as the top member engagement challenge while SMS and website chat were selected as the most desirable new digital challenges. In this blog we’ll explore how to reduce member wait...
Survey Findings: Drivers and Barriers to Digital Transformation in Modern Contact Centers
The latest LiveVox Contact Center Survey data shows that digital transformation continues to accelerate, making it a top priority for contact centers in 2019. To succeed in the digital age, more and more contact centers are rethinking their legacy approaches,...