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Check out all the insights and innovations happening in today’s modern contact center.
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LiveVox Sr. Business Consultant Gerald Sinclair Shares Steps to Create the Perfect Agent Scorecard
Quality management in the contact center has been around for decades. Unfortunately, some of the call quality scorecards being used today include the same criteria that were used at the outset of quality monitoring. In my nearly 20 years of experience, I’ve seen many organizations embrace...
LiveVox Sr. Business Consultant Gerald Sinclair Shares Steps to Create the Perfect Agent Scorecard
Quality management in the contact center has been around for decades. Unfortunately, some of the call quality scorecards being used today include the same criteria that were used at the outset of quality monitoring. In my nearly 20 years of experience, I’ve seen many organizations embrace...
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6 Ways AI and NLP are Transforming Customer Service
Just think for a moment about the number of times you’ve called a customer service hotline in the last year. How does that...
Are Your Agents Developing Skills That Won’t Be Automated?
Don’t worry about which jobs will be replaced by AI systems. Instead, try to understand aspects that will be replaced and hone...
How Being Proactive Eliminates Costs & Maintains Compliance
Compliance regulations have ballooned in recent years, leaving companies exposed to potential litigation at every turn and...
The Importance of Ease of Use in the Contact Center
In the software world, the single most important factor in user adoption is ease of use. This is certainly true for...
4 Outbound Dialer Types and When to Use Them
What is an outbound dialer? An outbound dialer is a software or cloud-based solution that allows your contact center to make...
Want to Improve Your CX? Start with Your Agent Learning Experience
Training your call center agents is an integral part of delivering a great customer experience. During the process, you...
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