Consero 2025: Scaling Smarter in Customer Service

The Customer Experience & Contact Center Forum at The Wigwam in Litchfield, AZ brought together leaders who are rethinking how customer service teams operate.

From October 8 to 10, I joined conversations focused on the same challenge nearly every brand is facing right now: protect quality, control costs, and stay ready to adapt when demand shifts.

Flexible Workforce Strategies Take Center Stage 

Across panels and breakouts, one theme was constant: workforce models must be built for volatility. Leaders compared approaches that blend domestic and global delivery, right-fit sourcing, and precision scheduling to align productive time with real demand.  

The goal is simple to say and complex to execute: maintain brand-level experiences while eliminating idle overhead and waste. 

Inside The Speaking Session: “Scaling Smarter: The Future of Flexible Customer Service” 

I led this interactive roundtable to explore how organizations scale support without sacrificing experience or performance.

My colleague, Graham Eichman, Vice President of Sales at Liveops, was in attendance, contributing to conversations with leaders across industries. We focused on three practical questions:

1. Navigating Spikes and Surges
How teams prepare for predictable ramps like holidays or open enrollment, as well as sudden surges.  

Attendees shared routines for smoothing Monday peaks, setting tighter readiness windows, and using hour-based surge plans that expand capacity quickly without long lead times. 

2. Staffing With More Precision
How leaders use forecasting, real-time data, and innovative sourcing models to match volume with coverage.  

We heard examples of flexible scheduling, on-demand resourcing, and hybrid talent approaches that keep SLAs intact while avoiding overspend. 

3. Maintaining Quality and Brand Alignment
How organizations define “right-fit” talent, certify to brand standards, and measure outcomes in more variable models.  

Leaders emphasized certification methods that prioritize consistency, practical simulations before go-live, and scorecards that tie quality directly to business results. 

Session Outcome: Attendees left with actionable ways to scale smarter, from tightening the link between forecast and coverage to strengthening certification and QA so quality stays high as delivery flexes. 

What We Heard in the Hallways 

• Precision scheduling beats “more seats.” Paying for productive time improves cost control while preserving service quality. 

• Seasonal spikes are solvable. When hours can scale quickly and brand standards stay consistent, peaks stop becoming crises. 

• Data plus human judgment wins. Forecasts, intraday signals, and experienced leaders working together drive better decisions than either alone. 

Why This Matters Now 

Noise and friction in the market are rising. The contact center is often the most direct channel for customer trust, which makes quality non-negotiable.

The leaders I spoke with are aligning capacity to demand with far greater precision, investing in readiness, and measuring success by outcomes that matter to the business.

Looking Ahead 

At Liveops, my team and I help enterprise brands scale support intelligently, reduce unnecessary cost, and protect the customer experience across regions.

If you are rethinking how your organization handles variability, I would welcome a conversation about right-fit solutions for your operation.

Speak With Our Team