In the wake of the COVID-19 outbreak, SMS and digital channels played a significant role in reshaping workflows for newly remote teams. While many onsite operations shifted to work from home, digital channels helped businesses maintain agent efficiency and deflect high call volumes while simultaneously increasing the customer experience. With many executives considering making work from home a standard operating procedure, there is no doubt that digital channels will continue to become a common feature of the next generation contact center.
To take a deeper look at this impromptu shift to remote work and the role digital channels played, LiveVox conducted a survey of over 300 decision-makers to discover how businesses safeguarded against downtime and implemented innovative capabilities to advance engagement strategies and drive performance in response to such an unprecedented event.
Join our upcoming webinar as financial services and technology experts from Hunter Warfield and LiveVox discuss the survey findings, lessons learned, and top best practices to optimize digital engagement in today’s new environment.
- John Kelan, Director of Operational Strategies, Hunter Warfield
- Jeffrey Batista, VP of IT, Hunter Warfield
- Amanda Butkewich, Contact Center Content Strategist, LiveVox
- Jim Lynch, Sr. Director of Product Marketing, LiveVox