ATC Tech Summit 2022 - Contact Center Session presented by Brian Smith, Sr. Client Strategist, LiveVox.

1. Making the Move From
Cost Center to Profit Center
March 2022

2. © LiveVox 2022
PROPRIETARY AND CONFIDENTIAL
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COVID changed expectations —
digital channels are the new
meeting place.
Customers want speed &
convenience. Digital and self-
service are preferred.
Contact centers are poised
for increased profitability if
they engage strategically.
The Contact Center is the Face of Your Business

3. © LiveVox 2022
PROPRIETARY AND CONFIDENTIAL
3
STOP Trying to Delight Your Customers
3 Questions:
• How important is customer service to loyalty?
• Which customer service activities increase loyalty, and which don’t?
• Can companies increase loyalty without raising their customer service operating costs?

4. © LiveVox 2022
PROPRIETARY AND CONFIDENTIAL
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STOP Trying to Delight Your Customers
89 of 100
Survey Results The Findings
Customer Service Leaders said that their main
goal is to exceed expectations.
84% of Consumers said that their
expectations had not been exceeded
Customer Delight Customer Loyalty
Intense focus on this insight results in
improved CSAT, Decreased Costs to Serve
and Reduced Customer Churn

5. © LiveVox 2022
PROPRIETARY AND CONFIDENTIAL
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STOP Trying to Delight Your Customers
Purchase Loyalty
Product/Brand Service

6. © LiveVox 2022
PROPRIETARY AND CONFIDENTIAL
6
Reducing Customer LOE
Success Stories
Used customer sentiment &
intents to improve service
Feedback reviewed & offers
adjusted accordingly
Personalized cross-channel
digital engagement
Streamlined digital
channels employed
Reduced friction & increased
customer satisfaction
Contact rates increased

7. © LiveVox 2022
PROPRIETARY AND CONFIDENTIAL
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8. © LiveVox 2020
PROPRIETARY AND CONFIDENTIAL
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LiveVox’s Integrated Platform and the 4 Pillars
Experience As A Service
Agent
Experience
Customer
Experience
Risk
Mitigation