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The Latest Trends and Thought Leadership for Contact Centers
Check out all the insights and innovations happening in today’s modern contact center.
Featured Content
LiveVox Earns Nod as an Exemplary Provider and Leads in TCO/ROI in Ventana’s 2023 Buyers Guide
Table of contentsAbout the report and Ventana Research's rigorous evaluationVentana Research’s key evaluation criteriaLiveVox's placementSee the possibilities with LiveVox for yourself We are thrilled to announce that Ventana Research has recognized LiveVox as a...
Contact Centers and IT Must Partner for Transformation: Starting with the Agent Desktop
CIOs are feeling the heat to deploy digital technologies faster to stay ahead of the competition. As companies strive to create meaningful connections with their customers through more interactive and engaging experiences, the lack of qualified IT workers is limiting...
Editor’s Picks
What is a Knowledge Base? How Knowledge Management Systems Encourage Self Service
Knowledge bases and knowledge management systems are self-service options that are a must for businesses to implement now that we’ve all grown accustomed to any and all information at our fingertips. In fact, most younger customers say they prefer to use a self-service knowledge base instead of talking to someone on the phone.
How To Reduce Bias in the Contact Center
Bias isn’t always a bad thing. It helps keep us safe, as with our subconscious bias against stepping out into traffic. It helps us make quick decisions and save time, like our bias toward what we like to eat for lunch. And it helps our brains form connections that...
Onboarding to Optimization: Tips to Improve Agent Experience
These are the questions many call center managers ask themselves. But what if, instead, we asked: how do you improve the agent experience? After all, customer experience is dependent on how well agents can do their job. Here we explore a few tips to improve the...
Discover The Latest Contact Center Content for…
Customer Experience
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...
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...
Agent Experience
5 Point Checklist for Onboarding New Call Center Agents
Onboarding new call center agents is overwhelming in any field, but even more so in the customer service industry. Aside from getting acclimated to the bustling, busy environment and learning their way around a whole new set of tech tools, agents must have their...
Tips for Coaching Call Center Agents
Actionable tips to coach agents in your call center to improve performance and achieve measurable goals. Regular coaching sessions are encouraged to help agents reach their fullest potential.
Digital Transformation
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...
What Are Your Advantages With LiveVox?
Transform your contact center's performance with a proven cloud platform that's actually easy to use and optimize.
Billions of Omnichannel interactions powered every year
Trusted by game-changing clients for more than 20 years
Recognized by the industry's leading analysts
Fully-Integrated Public Cloud Platform
+ Unified Tools, Channels, And Data To Maximize ROI
+ Fast, Easy, And Cost-Effective To Scale And Optimize
+ Turnkey Omnichannel / AI / Analytics Out-Of-The-Box
AX Workplace Made For Contact Centers
+ Integrate It All, Including Agent Workflows, In One Screen
+ Smart, Simple, And Seamless Cross-Channel Interactions
+ Easily Push And Pull Data From Your CRM / Other SORs
Scalable, Flexible, Reliable, And Secure
+ 100% Public Cloud Infrastructure And 24/7/365 Support
+ Easily Configure Our Modules, APIs, And Growing Partner Network
+ End-To-End SLA / High Availability And Enterprise-Grade Security