A Forrester Thought Leadership Paper:

Contact Center Leaders Weigh In on the Top Challenges to Improving the Agent and Customer Experience

In late 2020, LiveVox commissioned Forrester Consulting, a leading global research and advisory firm, to evaluate the current state of customer experience (CX) in the contact center. Forrester surveyed over 250 contact center leaders to understand what issues are hindering their ability to drive customer satisfaction and improve their bottom line.

The findings show 70% of contact centers lack access to relevant customer data at the moment of agent interaction.

While that may not be a surprise, the path to solving this challenge uncovers systemic issues that are impacting daily performance and impeding long-term business growth beyond just CX.

Additional Findings:

  • 1 out of every 3 firms can only orchestrate customer journeys within individual channels
  • 51% of respondents agree that viewing customer data across all channels is a top issue
  • 57% of contact centers are unable to take full advantage of the capabilities in the customer’s channel of choice

 

Download the full study to see how a Contact Center Platform with embedded CRM capabilities can eliminate data silos and create a frictionless customer experience.

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Webinar Replay

Transforming the Contact Center Customer Experience Through an Empowered Agent Experience — Featuring Forrester

LiveVox Webinar

Watch our recent webinar to hear our panel of industry experts, featuring guest speaker Art Schoeller, VP & Principal Analyst at Forrester, discuss the latest survey findings and industry insights that reveal a new path to improved CX and agent performance.

Forrester Infographic

The Study at a Glance

LiveVox Infographic

Short on time?
Check out this infographic to view the key highlights of the survey findings.

Source: Transform The Agent And Customer Experience Using Contact Center Solutions With Embedded CRM Capabilities, a commissioned study conducted by Forrester Consulting on behalf of LiveVox, March 2021

Why LiveVox?

Learn why leading contact centers chose LiveVox as their provider for Omnichannel, CRM, AI, and Workforce Optimization solutions.

Frictionless Agent & Customer Experiences

Easily shift customer engagement between voice and digital channels while unifying all interaction history, customer profile information, and controls into a tailored agent desktop that improves effectiveness and speed.

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One Unified Platform

All LiveVox capabilities are accessed via a single, secure cloud-based platform, allowing for a seamless experience for agents, supervisors, and decision-makers.

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Comprehensive Risk Mitigation

LiveVox simplifies risk management with embedded compliance controls spanning CTIA, CAN-SPAM, CFPB, PCI, and other compliance-related considerations.

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Easy Integration

Supplement rather than replace your existing systems of record and CRMs using our simplified API approach, so agents get up and running quickly.

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Reduced Total Cost of Ownership

Drive performance and stay on top of security requirements with a TCO model that also avoids unnecessary technology, minimizes the need for costly professional services, and offloads security costs.

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A Partnership You Can Trust

LiveVox supports your unique business goals with a continuously evolving platform, in-depth training, dedicated account managers, our Customer Care Team, and Business Consulting sessions.

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Certifications

LiveVox is proud to be both PCI and SOC 2 Compliant.