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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

Editor’s Picks

Tips for Coaching Call Center Agents

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.

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Customer Experience

2024 Must-Haves for Remote Customer Service Teams

2024 Must-Haves for Remote Customer Service Teams

Over the last two years, we’ve seen a rapid increase in remote work and expectations for work-from-home options. In 2024 it’s clear a hybrid setup is most favorable for workers across many industries.  Contact centers have been no exception. Managers have had to rethink how to deliver the same, if not a higher, level of customer service and how to overcome the challenges of having a remote customer service team.

Agent Experience

Digital Transformation

Inbound Call Center Best Practices for Customer Service

Inbound Call Center Best Practices for Customer Service

Call center best practices revolve around improving customer service.
Customer service is a defining factor in a company’s profitability and longevity, and it lies in the hands of its support reps, also called agents. Yet despite having such an important job, most call center agents will never meet the customers they’re working with face to face. So, having well-thought-out call center best practices is paramount to ensure an excellent customer experience.

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Livevox has joined forces with NICE,
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Livevox has joined forces with NICE,
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