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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
Industry Cloud Solutions: Enhancing Data Security, Analytics, and Scalability for Your Business
Organizations across various sectors are turning to industry clouds to address their unique challenges and requirements. Unlike traditional cloud platforms, industry clouds provide tailored solutions and templates designed specifically for sectors like finance,...
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Editor’s Picks
The Impact of Agent Experience in Customer Service Success
Three-quarters of call center leaders say improving the customer experience is a “very important” factor driving their decision to update their contact center software. That’s one of the insights from a recent LiveVox survey of call center professionals at the...
What are the Keys to Hiring (and Retaining) Top Customer Service Talent?
Customer service representatives are the frontline touchpoint for your company. It is important to hire and retain agents that deliver the right tone as well as great customer service. During every interaction with customers, agents have the responsibility to create...
Coaching Call Center Agents – How to Create Effective Training
Coaching call center agents might not be at the top of your priority list at the moment, with the continuation of other functions taking precedence. If recent developments have forced your company’s contact center to suddenly shift to a primarily work-from-home set-up, you might be tempted to go into survival mode. That’s understandable.
Discover The Latest Contact Center Content for…
Customer Experience
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...
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...
Agent Experience
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...
Digital Transformation
LiveVox CX Reflex Episode 4: What Your Customer Churn Rate Is Telling You
If you're not retaining your customers, you're losing money. Understanding your customer churn rate one a key part to keeping long-term profits. In this episode of LiveVox’s CX Reflex Series, CX sage Lynne Hunsacker discusses what customer churn is and how to...
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...
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