In 2023, Verint found that 77% of businesses believe customer expectations are rising.
But for many call centers, and increasingly, across enterprise teams, keeping up is harder than it should be. Agents are stuck switching between tabs when knowledge is scattered and outdated.
And when customers are stuck waiting for answers, they don’t care why — they just know the service felt slow, disconnected, or unhelpful.
That’s why having the right tools and strategy in place is important.
In this article, we’ll explore how you can improve your call center customer experience strategy and how livepro helps with it.
What is Customer Experience Strategy
A customer experience (CX) strategy is how a company interacts with customers across all touchpoints, be it through phone calls, emails, or chat. It shapes how people feel about your brand and whether they come back.
Why a Customer Experience Strategy Matters in Contact Centers
Contact centers are still the frontline for customer issues, and often, the first (and last) human touchpoint. Without a clear strategy, even your best agents will struggle to deliver.
Recent data highlights the importance of CX in contact centers.
- After a few bad experiences, 73% of customers are likely to stop buying and turn to another company.
- 56% of consumers don’t voice their complaints. They simply leave and choose a competitor instead.
That means you don’t always get a warning before losing customers. Frustrated agents, dropped calls, and inconsistent service are often signs of a weak CX strategy.
Why a Customer Experience Strategy Matters Across Enterprise
CX isn’t just limited to the contact center anymore.
Sales reps use customer data to close deals. Training teams rely on shared knowledge to upskill new hires. Product teams need real feedback to improve features.
Without an aligned CX strategy, these functions operate in silos and customers feel the disconnect.
A unified CX strategy helps teams:
- Share accurate answers across departments
- Work from real customer insight
- Respond faster and more consistently.
A knowledge management system like livepro helps support this by giving every team access to the same up-to-date information, so everyone is on the same page.
10 Practical Ways to Improve Your Customer Experience Strategy
74% of agents say they could give better support if they had faster access to the right tools and information. Here’s how to make that happen.
1. Map Every Step of the Customer Journey
Before you improve your CX, you need to understand where it breaks.
Start by reviewing actual customer interactions like call logs, complaint threads, and chat transcripts. Look for patterns where customers get frustrated, repeat themselves, or experience delays, and identify what’s causing them.
Break it down step by step:
- What is the customer trying to do?
- How are they feeling at each point?
- What does your team need to meet that need right away?
This makes it easier to spot weak points, like confusing handoffs, missing info, or inconsistent answers.
2. Set Up Smart Call Routing to Reduce Friction
Customers don’t like repeating themselves. If they explain a problem, only to get transferred, the experience immediately feels broken.
Smart call routing helps reduce this by sending each caller to the person best equipped to help them. But to work well, routing should be based on more than just availability.
Start by:
- Looking at your most common types of calls
- Mapping which teams handle each type best
- Setting clear routing rules based on issue type, product, language, or past call history.
When the right agent answers from the start, the customer feels heard, and your team can solve more without escalations.
3. Give Agents a Central Source of Truth
Most call delays aren’t due to slow agents, they happen because key information is scattered across SharePoint, Slack, old PDFs, and email threads. Agents spend valuable time searching for answers, leading to frustrating wait times for customers.
livepro gives you a single source of truth so agents have easy access to the latest information. With Lightspeed Search, agents can type a word or phrase and instantly get the most relevant results. This AI-powered tool even understands typos and highlights key takeaways, so agents don’t have to scroll through long documents.
4. Coach Agents to Respond with Empathy
A well-handled call goes beyond getting the customer query answered. Customer Satisfaction Scores (CSAT) often drop when a caller feels dismissed or rushed, even if the issue is technically solved.
For example, a customer might call about a denied insurance claim. Aside from needing facts, they want to feel understood. The difference between saying “That’s our policy” and “I can see how frustrating that must feel. Let’s walk through what happened together” can be the difference between a CSAT score of two and nine.
Train agents to:
- Acknowledge emotion before diving into policy
- Use language that feels human, not robotic
- Know how to explain “why,” not just “what.”
5. Keep Call Center, Sales, and Marketing Aligned
When different teams give different answers to the same question, customers notice. It makes your brand feel inconsistent, which can damage trust.
For example, sales promises a free setup, but support says it costs ninety-nine dollars. These disconnects happen when teams write their own messaging without a shared source of truth.
This isn’t just a CX problem. It’s a knowledge problem. Here’s what can help:
- Use a single knowledge system across departments
- Set review reminders to keep information current
- Assign content owners who can make updates when promotions or policies change.
livepro’s KMS supports this with version control and built-in review schedules. Everyone sees the same up-to-date information, so customers stop receiving mixed messages.
6. Make Onboarding Simple and Scalable
New hires often fall behind because they get a stack of PDFs, old presentations, and outdated wikis, and are expected to figure it out. It is common for weeks to pass before they feel ready to handle live queries confidently.
Instead of flooding them with information:
- Use real scenarios in training
- Build interactive walkthroughs of common queries
- Let new hires learn where to find answers, not memorize them.
With livepro, teams can use pre-designed templates to create ready-to-use instructions for new hires, provide in-context process guidance to walk agents through complex steps, and quickly find answers through Lightspeed Search.
7. Give Agents Tools to Answer Complex Questions Without Transfers
Even junior agents should be able to handle advanced questions without having to transfer the call to another department. A well-designed knowledge management system gives them the tools to do that on the spot.
With livepro, you can give agents:
- Step-by-step workflows for things like policy overrides or complex exceptions
- Snippets that break answers into parts they can explain or send
This builds confidence and keeps customers from being transferred multiple times just to get an answer.
8. Add Self-Service Options to Reduce Call Volume
About 67% of customers prefer to solve problems themselves before contacting support. But they will only do that if the answer is easy to find and matches what a live agent would say.
livepro helps you share the same trusted internal content directly with customers through Web-Answers. Whether they are reading your help center or talking to a voice assistant like Luna, they see accurate, agent-backed guidance.
9. Keep Knowledge Updated with Real-Time Feedback
When knowledge is out of date, things break down. Customers get wrong answers, and agents stop trusting the content.
That is why it is important to regularly update your company’s knowledge base.
With livepro’s Feedback Workflow and Authored Content Review, agents can flag issues for quick resolution, while SMEs review and update content. This helps small fixes happen quickly, so information stays up-to-date and reliable.
10. Use KPIs to Continuously Improve
It is hard to improve CX if you are not sure where the problems are. That is where your core metrics come in.
Start focusing on:
- Customer Satisfaction Score (CSAT): What customers say about the help they received, usually right after the call
- First Call Resolution (FCR): How often customers get a complete answer without needing to call back
- Average Handle Time (AHT): How long it takes to solve an issue, including any hold time.
livepro’s AI Analytics shows how each piece of content affects these numbers. If agents using a certain article have lower FCR or CSAT, you can trace the issue directly to that content and adjust it. If AHT is high for one process, you can see whether the steps are too complex or unclear.
Instead of guessing why CSAT dropped last week, you get a clear picture and a way to fix it.
Why Knowledge Management is the Foundation of Great Customer Experience
When your team can’t find the right answer quickly, the customer feels the impact. That might mean a longer call, a second follow-up, or getting two different answers from two different people.
With a knowledge management strategy in hand, three things happen:
- Everyone knows where to look. Teams are not searching across platforms or asking colleagues to resend information. They know exactly where to go, and they trust what they find.
- Every team shares the same version of the answer. This removes confusion between departments. When a customer asks a question, it doesn’t matter whether they speak to support, sales, marketing, or product. The response will be consistent.
- People stop second-guessing themselves. When staff feel confident in the information, they focus on solving the problem instead of checking if they are saying the right thing.
How livepro Supports Every Step of Your CX Strategy
Here’s how livepro helps improve your call center’s customer experience:
Find Answers Fast with Lightspeed Search
When agents struggle to find answers, it slows down response times and frustrates customers. Lightspeed AI Search lets agents type a keyword and get the best answer in seconds, even if the term is unclear or misspelled. By understanding keyword intent, this AI-powered tool delivers the most relevant result, helping agents work faster, resolve issues quickly, and improve customer satisfaction.
Spot Gaps with Custom Dashboards
When you don’t know what staff are searching for, or what they’re not finding, it’s hard to improve your content. livepro’s AI-powered KMS includes built-in analytics that show which articles are used, where people drop off, and what queries return no results. These insights help you find gaps early and fix unclear content.
Create Content Easily with Authoring Tools
Slow updates happen because the editing process feels too hard or technical. livepro’s Gen AI makes it simple to write, format, and publish content using drag-and-drop templates and plain-language tools. This helps content owners focus on clarity, not formatting.
Let Customers Help Themselves with Self-Service
When customers can’t find answers online, they call for help even when the solution is simple. With livepro’s Web Answers, you can share selected knowledge from your internal system directly on your website.
This gives customers, partners, and contractors access to the same trusted information your agents use, helping them solve issues quickly without needing to contact support.
Handle Simple Calls Automatically with AI Voice Agent
Callers often call for simple queries. livepro’s voice agent, Luna, answers those questions using your existing content. It helps customers around the clock and lets your agents focus on the calls that truly need a human touch.
Case Study: How ME Bank Cut Wait Time and Lift Staff Confidence with livepro
ME Bank is a customer-owned Australian bank known for making banking simple and service-focused. However, its contact center was being held back by scattered knowledge and slow response times.
The Problem
Agents were spending too much time searching for answers across scattered sources, leading to long hold times and reduced confidence on calls.
The Solution
ME Bank adopted livepro’s centralized knowledge management platform to give agents fast access to accurate, trusted information.
The Results
After using livepro, ME Bank’s AHT dropped by 40%. Agents could find the right answers faster and felt more confident using a single, trusted source of information. Internal feedback reflected this shift, with 92% of staff giving positive feedback on the change.
“We couldn’t be happier with livepro. It’s an essential tool that underpins our commitment to great customer service.”
— Sean McGinn, General Manager, ME Bank
Building a Solid Call Center Customer Experience Strategy with livepro
If your team is working with scattered tools or outdated content, it’s time to take a closer look at how that’s affecting your customers. A strong CX strategy starts with giving people the right knowledge at the right moment.
Want to see how livepro helps reduce agent stress and improve service outcomes? Book a demo to see the software in action.
