LiveVox Solutions | Platform Capabilities

Reduce Agent Turnover

Rising performance expectations and customer demands have made retaining and training agents challenging and costly. LiveVox combines best practices and technology to improve your agent’s experience.

LiveVox Platform Solutions


Simplify the Agent Experience

Give agents a single-window application that provides insight on the customer, what to say, and how to engage them.


Help with Difficult Conversations

Make interacting with customers easier for your agents by incorporating dynamic scripts directly into the agent desktop.

Expand Agent Opportunities

Empower remote agents with omnichannel desktops that enable non-voice conversations using digital channels.

Provide Opportunities to Learn

Make it easy for agents to advance their skill sets with digital training, scorecards, and feedback directly on their desktops.

LiveVox eBook: Omnichannel Compliance

Best Practice Video

Improve Agent Experience with AI

Learn how Virtual Agents are being used to service more interactions and simplify the Agent Experience.

LiveVox eBook: Omnichannel Compliance

ROI Analysis

The ROI of Switching to Digital

Two-Way Messaging can not only help enable more agents to work from home and reduce agent turnover; it can also have a positive impact on your overall ROI. To learn more, download this ROI analysis.

Find the Right Solution For You

Explore the solutions below to find the best match for your organization.

Cloud IVR Bundle

I want to add AI Virtual Agents with omnichannel

IB Contact Center Bundle

I want to Improve my IB customer service

OB Campaigns and Compliance Bundle

I am mostly outbound, want to mitigate risk and add channels

Speech Analytics Bundle

I want to improve CX and Compliance with analytics

Two-Way Messaging Bundle

I want a digital-first or digital-only engagement

A Forrester Study

The Total Economic Impact™ of LiveVox’s Contact Center Platform

A commissioned study conducted by Forrester Consulting shows a three-year 229% ROI and payback in less than 6 months with LiveVox’s Contact Center Platform, powered by a purpose-built CRM.

Source: The Total Economic Impact™ of LiveVox’s Contact Center Platform, a commissioned study conducted by Forrester Consulting on behalf of LiveVox, July 2021

LiveVox Platform Brochure

“Yeah, we had a major reduction in agent turnover in 2019 compared to 2018. We went from the 45-50% range to the low 30s, which is pretty good. We’ve made a lot of changes in this time period, including LiveVox.”

— COO, Financial Services

Source: Interviewed for the Total Economic Impact™ of LiveVox’s Contact Center Platform

Learn more about how to reduce agent turnover

Check out our Frequently Asked Questions below.

How does LiveVox help you reduce agent turnover?

LiveVox helps reduce agent turnover in several ways including a comprehensive contact center quality management suite. With LiveVox, managers can track, monitor, and improve their agents’ performance with real-time speech analytics. This feature provides instant information on everything from the customer’s experience to contact resolution rate to identify areas of improvement and ensure that agents are meeting goals.

Further, LiveVox provide customer sentiment analysis so that contact center operators can understand customer sentiment and act on it quickly in order to enhance relationships with customers. The goal of these tools is to not only increase retention rates by investing in thorough agent training but also to support overall business growth by improving the customer experience with deep interaction insights.

Another way LiveVox helps reduce agent turnover with contact center quality management tools is by empowering contact centers to provide supervisors and agents the flexibility to create positive customer experiences on every call – in real-time. Speech analytics is a key part of this offering, allowing supervisors to gain valuable insights into calls quickly and easily. This makes it easier to identify moments when an agent could have performed better and become a more effective communicator. By providing feedback in a timely and consistent manner, agents feel cared for, which encourages them to remain at the company for longer. Ultimately, LiveVox’s quality management tools improve customer experience and employee retention – both of which are critical for success.

How does LiveVox make it easy to onboard new agents?

LiveVox empowers contact centers to keep agent retention high by making onboarding and training simple. At LiveVox we work with our clients to understand the requirements of their specific contact centers, and then  work with them to streamline the entire agent process, from onboarding to agent desktop optimization, to upskilling. This helps companies reduce agent turnover by creating a system with robust content which agent team members can access any time they need it. In addition, LiveVox offers e Learning capabilities so agents stay up-to-date on product offerings and best practices after they’re onboarded. This helps ensure that new agents are providing quality customer service from day one, as well as keeping veteran employees at the top of their game for years to come.

Contact center industry agent turnover statistics for call and contact centers

Call and contact centers experience a high rate of employee turnover, averaging around 40% to 45% according to the International Customer Management Institute (ICMI). This is higher than the national average in many countries at 17.8%. Many people are attracted to call centers due to the relatively high compensation and job security, but there are other factors that come into play that can make agents feel dissatisfied and cause them to leave.

There is often confusion over commission structure, an impersonal atmosphere, or feelings of being unsupported by contact center management. To reduce agent turnover, contact centers should prioritize the overall happiness of their employees by implementing support systems such as training programs, career ladder approaches, and recognition for quality work. Acknowledging agent contribution can significantly increase morale amongst employees and result in decreased turnover. 

To reduce agent turnover in call centers, continuous monitoring should be conducted to ensure that employee satisfaction is prioritized. Managers should get to know each agent individually and develop positive relationships with them. Feedback loops should provide helpful suggestions and target areas for improvement, ultimately leading to higher esteem in the workplace and a lower turnover rate.

Learn about LiveVox’s customer engagement platform

Download this brochure for a comprehensive view of LiveVox’s capabilities.

LiveVox Platform Brochure

Why LiveVox?

Learn why leading contact centers chose LiveVox for their Omnichannel, CRM, AI, and Workforce Engagement Management solutions.

Frictionless Agent & Customer Experiences

Easily improve customer service and 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 contact center operations 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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Integrated Agent Workflows

LiveVox’s unified data platform combines a native CRM with public APIs, multiple integration points, and configurable agent desktops to address critical efficiency gaps by syncing processes, apps, and systems.

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An Industry-Leading End-to-End SLA

Platform reliability you can count on with unmatched end-to-end coverage made possible by LiveVox's infrastructure, application, and services.

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A Partnership You Can Trust

LiveVox contact center solutions will support 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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LiveVox is proud to be both PCI and SOC 2 Compliant.