Dedicated Agent Support Built Around Your Brand

Customers today have very little patience for generic, one-size-fits-all support. In study after study, they say the person they reach matters just as much as the speed of the response. For example, recent research shows: 

• 31% of consumers say a knowledgeable agent is the single most important factor in a positive service experience, and more than three-quarters say the biggest issue with service is simply reaching an agent at all.  

• 95% of US online adults would wait longer on hold if it meant getting to someone who could resolve their issue on the first attempt.  

• About 70% of customers expect any agent they speak with to have full context on their history and situation.  

The bar is high. Customers want to talk to someone who knows the brand, understands their issue, and has the tools and authority to fix it. 

That is exactly where dedicated agent support comes in, and where Liveops’ model is designed to deliver. 

What Customers Expect from Dedicated Support 

When buyers ask about dedicated agents, they are usually trying to solve a few real concerns: 

• Will customers get bounced between people who do not understand the brand? 

• Will they have to repeat their story every time? 

• Will quality drop when volume spikes? 

There are real business risks behind those questions. One recent analysis by Qualtrics found that 80% of customers have switched brands after a negative service experience, and 43% would consider switching after just one bad interaction.  

On the positive side, strong service builds loyalty. Other studies have found that: 

• Almost 84% percent of consumers value good service more than anything except price and availability 

• Nearly 60% are more likely to recommend a brand because of positive service experiences  

Dedicated support is one way to meet those expectations. It centers your operation around people who show up for one brand every time and build real familiarity with your products, policies, and tone of voice. 

How Dedicated Agent Support Works at Liveops 

Liveops delivers a dedicated group of customer support specialists who focus solely on your customers, with schedules designed to match your demand pattern. Many agents within our network choose non-traditional schedules, which means you get reliable coverage during steady state and the ability to increase hours quickly when surges hit, whether they are planned or unexpected. 

When they are scheduled on your program, they handle your brand and only your brand. That focus gives you consistency, continuity, and surge-ready coverage. 

• Dedicated agents for most programs 

• Certified specialists who can increase hours for peaks 

• Brand-focused support across every interaction 

Dedicated Coverage Plus a Surge-Ready Bench 

Delivering consistent support requires both brand familiarity and the ability to adapt when demand changes. Liveops approaches this in two parts: 

Dedicated support focused on your brand 
When specialists within our network are scheduled on your dedicated program, they handle contacts for that brand only. They are not switching between multiple clients or queues during their scheduled time. Over time, that focus helps them deepen product knowledge, anticipate common issues, and represent your brand with confidence. 

Built-in insurance for spikes and surges 
Because many agents in the Liveops network prefer part-time or non-traditional work patterns instead of a standard 40-hour week, we can maintain a surplus of certified talent connected to dedicated programs. That extra capacity allows us to quickly increase coverage for marketing campaigns, seasonal peaks, or unexpected events without sacrificing quality. 

This approach lines up with how customers think about service today. People are happy to use self-service for simple questions, but they still want capable humans for the complicated ones. Recent research from Salesforce found that more than 60% of customers prefer self-service for basic issues, which frees agents to focus on higher-value work.  

At the same time, Gartner mentions that nearly two-thirds of customers say they would rather companies did not use AI for service at all, and more than half would consider switching if they found out a brand relied on AI for customer support.  

The takeaway is straightforward: automation should handle the simple tasks so dedicated specialists can spend more time on complex, emotional, and high stakes interactions. 

Balanced opportunities without splitting focus 
Agents may have opportunities to certify on other programs when they are not scheduled for their primary one. In practice, when your dedicated program has healthy volume, most choose to spend their time where it matters most, serving your customers. That balance lets people grow their skills while keeping your coverage truly brand-focused. 

Program stability and governance 
Your dedicated group is supported by Liveops internal operations, workforce management, and quality teams. These teams watch performance trends, fine tune coverage, and address issues before they reach your customers. That structure keeps your program stable over time, even as volumes, product lines, and priorities evolve. 

What This Means for Your Brand 

Customer expectations are not slowing down. They want: 

• Easy access to a real person when issues are complex 

• Someone who knows the brand and can resolve the problem on the first attempt 

• Consistent experiences, even during high-volume periods 

Dedicated agent support is one way to deliver on those expectations without overspending on headcount or sacrificing quality when demand spikes. 

Liveops focuses on three things: 

1. Brand focus through dedicated coverage 
2. Resilience through a surge-ready bench of certified talent 
3. Governance and quality through internal teams that constantly monitor and improve performance 

The result is a support model that feels personal to your customers, controllable for your operations teams, and sustainable for your budget. 

If you are evaluating whether dedicated agent support makes sense for your contact center strategy, this is the core question to ask:

Will your customers benefit from talking to the same group of people who know your brand well and are backed by a model that can handle whatever volume comes next? 

For many growing brands, the answer is yes—and Liveops is the best way to turn that model into reality.