Creating an effective AI strategy for your contact center is essential for driving growth and fostering innovation. Artificial intelligence has the potential to improve service delivery, optimize agent performance, and streamline internal processes. However, navigating the rapidly evolving AI environment can be challenging. By Nick Morris, Senior Director of Data Analytics, LiveVox To ensure your […] The post Developing an Agile and Future-Proof AI Strategy for Your Contact Center appeared first on LiveVox ..read more

It’s a balancing act to seamlessly navigate patient care alongside the demands of healthcare administration. On the one hand centering patient experience and delivering exceptional care is paramount, but the reality of integrating all of the tools necessary to be able to make those exceptional experiences a reality poses a not-so-small challenge.  Here we delve […] The post Healthcare Analysis in 2024: Leveraging AI and Cloud Contact Centers for Optimized Patient Experience and Engagment appeared first on LiveVox ..read more

Patient engagement is pivotal to delivering exceptional care and cultivating lasting relationships in the ever-evolving healthcare landscape. These healthcare statistics offer insights into patient behaviors, preferences, and expectations, serving as benchmarks to guide strategies for enhanced patient engagement. In this article, we delve into ten crucial healthcare statistics that illuminate the path to patient-centric success. […] The post Patient Engagement Benchmarks: 10 Healthcare Statistics You Need To Know appeared first on LiveVox ..read more

It seems likely that both remote and hybrid contact center teams will continue to thrive post-pandemic. Aside from contact center agents’ preference for remote work, remote and hybrid models provide flexibility and resilience, helping organizations better cope with changing customer demands and market conditions. The transition to hybrid is not without challenges. Communication and collaboration […] The post Tips for Managing Remote Contact Center Teams Effectively appeared first on LiveVox ..read more

Agent engagement consistently ranks as a top challenge for contact center management, and understandably so. Ultimately, it affects whether agents are productive, adhere to schedules, and provide a positive or negative customer experience. Disengagement leads to agent turnover, which is costly — SQM Group estimates the cost of replacing an average agent to be around […] The post Boost Contact Center Agent Engagement to Unlock Higher Productivity appeared first on LiveVox ..read more

Effectively managing expenses in contact centers requires a delicate balance. It’s important to remember that you’re not just handling customer transactions but also fostering relationships. Every decision you make directly influences the customer experience. However, it’s crucial to exercise caution when implementing changes that may compromise service quality, such as reducing staff numbers when they […] The post Contact Center Operations: A Cost Management Balancing Act appeared first on LiveVox ..read more

Maximizing workforce performance is a constant concern for contact center management. It’s a priority that becomes even more challenging when overseeing a remote or hybrid workforce.  By Nick Morris,  Senior Director of Data Analytics, LiveVox Without direct visual observation, it can be difficult to identify agents who might be struggling or not applying their training […] The post Maximizing Remote Agent Performance: How to Use Analytics to Spot Trends and Opportunities appeared first on LiveVox ..read more

AI adoption is surging in contact centers, mapping unmatched avenues for enhanced efficiency, informed decisions, and a competitive edge. Yet, this swift AI progression introduces dilemmas for executives, encompassing technological pace, security implications, and organizational hesitations. In Q3 of 2023 LiveVox embarked on a thorough research survey of hundreds of contact center leaders to guide […] The post Where Does AI Rank Among Today’s CX, Ops, and IT Leaders? appeared first on LiveVox ..read more

In the ever-evolving customer engagement landscape, contact center technology delivers the most value when it aligns seamlessly with a well-informed business vision. As CIOs and IT leaders define their strategies, they must invest in technology that provides tangible and measurable business benefits. According to the latest State of the CIO study by Foundry, CEOs have […] The post CIOs: Align IT and Contact Center Strategy to Deliver Business Value appeared first on LiveVox ..read more

LiveVox is expanding the limits of digital communication within the CRM domain. By seamlessly integrating voice and digital communication with Salesforce CRM, LiveVox brings its advanced digital messaging capabilities to the forefront, offering contact centers a holistic approach to customer interaction. This strategic integration further boosts LiveVox’s vision to elevate communication standards in the ever-evolving […] The post How The LiveVox + Salesforce Integration Elevates CRM Through Digital Messaging Integration appeared first on LiveVox ..read more