Check out all the insights and innovations happening in today’s modern contact center.
Workforce management (WFM) is a set of institutional processes an organization uses to maximize employees’ productivity and performance. It revolves largely around scheduling, with the goal of optimizing labor distribution to accomplish the necessary tasks in the right amount of time. In simpler terms, WFM helps teams get the job done with the exact number of workers needed–no more, no less.
With so many choices for call center tools, it’s overwhelming. This list of equipment and service options will help you get started.
Call centers of the past were just what the name implied: a place to make and receive customers’ calls. A strictly functional extension of your organization. Today, with so much data available to us and increasingly sophisticated ways to analyze it, the call center is...
Most organizations now understand that to unlock the 99% of intelligence locked in their customer conversations, they need to leverage speech analytics. The technology has become a “must-have” solution for organizations looking to support robust compliance and...
We live in a world with an abundant supply of data. Data aggregation and mining are commonplace for many businesses. It is a key driver of strategic decision-making. But the problem with big data is making sense of it. Table of contentsDescriptive vs. predictive...
Predicting trends and patterns is a mainstay for managers operating at breakneck speed in today’s service world, which means there are tons of use cases for predictive analytics in the contact center. Who doesn’t want to look into the future and know exactly...
Customer and agent experiences are two points on the continuum of customer service. If you want to improve that service, you need insight into both areas. The ability to qualify and quantify sentiment embedded in conversation is a growing field of interest...
Drive Patient Experiences with True Omnichannel Meeting the expectations of patients reaching out to your contact center requires a tricky balance between offering the latest technology and equal measures of humanity. Patients want to accomplish their tasks quickly...
Stay informed with our CX Leader Newsletter:
LiveVox (Nasdaq: LVOX) is a proven cloud CCaaS platform that helps business leaders redefine customer engagement and transform their contact center’s performance. Decision-makers use LiveVox to improve customer experience, boost agent productivity, empower their managers, and enhance their system orchestration capabilities. Everything needed to deliver game-changing results can be seamlessly integrated and configured to maximize your success: Omnichannel Communications, AI, a Contact Center CRM, and Workforce Engagement Management tools.
For more than 20 years, clients of all sizes and industries have trusted LiveVox’s scalable and reliable cloud platform to power billions of omnichannel interactions every year. LiveVox is headquartered in San Francisco, with international offices in Medellin, Colombia and Bangalore, India.
To stay up to date with everything LiveVox, follow us @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.
