Blog

There was a time when a well-placed “I’m so sorry for the inconvenience” could carry a customer interaction a surprisingly long way. That time is looking a little… expired (to say the least).  Today’s customers aren’t judging support interactions like...

As customer experience leaders race to adopt AI, many are asking the wrong question. The goal is not to automate more, but rather, to orchestrate better.  That was one of...

Customer expectations have changed. People want support that’s fast, convenient, and easy to access in the moment. Increasingly, chat is where they expect to find it.  That shift is exactly why live chat support outsourcing has become a more...

The FCC’s proposed action on foreign-based call centers is not just a regulatory story. It is a signal that the customer experience industry has reached an inflection point.  According to Reuters,...

If your team wants to outsource lead generation without losing quality, consistency, or control, the right model can make a major difference. Revenue-focused sales teams are being asked to move faster, engage more...

When a healthcare call center runs well, it becomes far more than a place that answers phones. It becomes a frontline access hub that helps patients find care, schedule the right...

Every month, we recognize a standout individual who provides services for Liveops and makes a meaningful difference through every interaction.  This month, we are proud to celebrate Pam Davis,...

When patient access breaks down, it usually doesn’t start in the exam room. It starts earlier, at the point of contact, when someone tries to book care, confirm coverage, or figure...

The Customer Experience & Contact Center Forum at The Biltmore in Coral Gables, Florida, brought together senior CX leaders for three days of focused conversations on one of the industry’s biggest...