The Lifesize Blog

Interactive Voice Response Systems: How They've Changed the Landscape of Customer Support

by Chris Perez in Contact Center Solutions, Industry, Technology
IVR and AI in the call center graphic Customer support has been evolving lately, especially when it comes to contact centers. We're now seeing innovative developments in Interactive Voice Response (IVR), automation, and even video call integrations . These innovations are mainly a result of businesses realizing that quality customer service plays a major role in acquiring and retaining customers. Fortunately, a majority of custom…

5 Tips for Effective Design Collaboration

by in Industry, Best Practices
A woman looks at a document that she's sharing with her team Remote working has changed how businesses around the world think about staying connected and productive. As a result, companies are rethinking how they’re supporting their employees with processes and tools that facilitate effective remote work and design collaboration .  In this post, I’m going to give you five design collaboration tips that will help remote teams make their work more efficie…

Does Your Business Need an Automated Call Distributor (ACD) System?

by Chris Perez in Contact Center Solutions, Best Practices
A call is distributed to different customer support reps Delivering exceptional customer service requires everything to go right. It’s not about doing one thing well. It requires countless little things working together in unison. Businesses not only need to have a system in place to efficiently address customer questions or concerns, they also need a mechanism to ensure contact center agents have sufficient bandwidth and knowledge to help them as…

Lifesize is Once Again Recognized as a Visionary in Gartner’s 2020 Magic Quadrant for Meeting Solutions

by Craig Malloy in Lifesize, Products, Technology
Gartner Magic Quadrant 2020 graphic For those not familiar, Gartner, Inc.’s Magic Quadrant is among the most rigorous and revered analyst reports for numerous technology industry segments, including the meeting solutions that “blend communications, collaboration and content sharing to enable virtual meeting scenarios to satisfy a variety of use cases.” Today, for the second consecutive year, Lifesize has been named a Visionary…

Lifesize CxEngage + Omilia: Evolving the Customer Experience Through Impactful AI

by Andy Bird in Contact Center Solutions, Partnership
Graphic for CxEngage and Omilia AI No matter your industry segment or organization’s size, there’s a high likelihood that “artificial intelligence” has entered into your lexicon as the mother of all technology buzzwords. The contact center certainly isn’t spared, and no one has time to be concerned with buzzwords that don’t deliver on their promise, particularly in the midst of a continued global pandemic where customer service…

7 Strategies for Embracing the Work From Home (WFH) Call Center

by Josh Kivenko in Contact Center Solutions, Best Practices
Call center agent takes a call while on her computer Coronavirus has officially kicked the work from home (WFH) trend into a permanent reality — and the call center is no exception. At the outset of the pandemic, as families rushed to stock up on toilet-paper and canned goods, contact center leaders were scrambling to transition customer service agents to remote status. Now as many as 80 percent of call center agents are currently working from…

How To Re-Invent Your Business In A Post-Lockdown World

by Chris Perez in Trends, Technology
Man reviewing a strategy board Business is changing in the midst of the global pandemic. The spread of COVID-19 has sparked seismic shifts in the status quo, forcing business leaders to face unprecedented challenges. With the uncertainties of the future, the business world must now lay new foundations and ride the storm.  The isolation that we have all experienced has provided moments for self-reflection. And as business…

11 Best Microsoft Teams Integrations You Need to Try in 2020

by John Yarbrough in Best Practices, Technology
Woman browsing Microsoft Teams App Store on laptop For companies already using Microsoft solutions for email, calendar and document sharing, incorporating Microsoft Teams into daily workflows is a practical next step. Since its introduction in 2016, Microsoft Teams has rapidly grown into one of the most popular workplace collaboration tools in the world, recently surpassing more than 75 million daily active users . Spurred by the rapid increas…

Improving the Video Conferencing Experience in the Era of Remote Work

by Chiara Menesatti in Products, Technology, Lifesize
Woman working at laptop within purple frame In case you’ve been living under a rock for the past six months, it’s clear that remote work and  distributed teams  are here to stay, even after the pandemic recedes. While some workers will gradually find their way back to in-person (office or otherwise)  workplace settings , this is just the on-ramp to the highway of  working from anywhere  for many others. These permanently hybrid in-person…

9 Ways to Optimize Call Center Customer Service [2020]

by John Yarbrough in Best Practices, Trends
Picture of number nine with woman at laptop For years, we’ve highlighted the rising importance of customer experience , having recognized that quality service begins and ends with the contact center. While it’s true call centers remained an afterthought for too long, today leading organizations recognize their importance to the bottom line and are redoubling efforts towards improving call center agent training, client retention, and…
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