Contact Center Industry

On December 9-10, 2024, customer experience leaders gathered at the beautiful Rancho Bernardo Inn in San Diego for the GDS CX Innovation Summit. Among the attendees were Liveops’ Senior...

The holidays are here, and while your customers are jingling all the way, your phone lines are probably ringing off the hook. High call volume is a hallmark of...

As AI continues to advance, contact centers face a choice: leverage AI to replace human roles or use it to empower agents to connect more meaningfully with customers.   Forward-thinking...

The Frost & Sullivan Customer Contact West event was an incredible opportunity for customer service leaders to engage in real-world discussions about the future of customer support and workforce...

In today’s fast-moving business landscape, maintaining excellent customer service while navigating fluctuating demand can feel overwhelming. Whether it’s the rush of seasonal spikes, daily unpredictability, or unexpected surges, keeping...

In an era where flexibility and efficiency are paramount, the debate between traditional brick-and-mortar contact centers and virtual, work-from-home (WFH) models has gained significant attention.  As organizations seek to...

From October 6-8, 2024, industry leaders gathered at The Ritz-Carlton in Irving, TX, for the highly anticipated Consero 2024 Customer Experience & Contact Center Forum.   The event provided a...

In an era of relentless digital transformation, businesses are under increasing pressure to find solutions that drive efficiency and reduce operational costs. As customer service expectations evolve, virtual call...

Even before the mass move to working-from-home, many people were seeking jobs that would allow them to choose where, when, and how they want to work. For many people,...