Call center industry news

Customer service has evolved. Have your contact centers?

Take the contact center assessment to see how you stack up. How well is your contact center serving your customers? For too many customer service leaders, the answer is,...

Contact Center Industry | Blogs

Why great customer service contact center agents quit

Contact center work hasn’t evolved with workers’ needs, agents say The first word Lourdes used to describe her work in a contact center was “nightmare.” “You’re really, really micromanaged...

Flexible Workforce | Blogs

Scalable contact center solutions drive results in healthcare

Patient experience is key to growth—and survival As the new year begins, healthcare providers and others in the sector face deep uncertainty from the legislative arena and challenging spikes...

Flexible Workforce | Blogs

Why do companies choose a work-at-home contact center model? Flexibility is key.

Compare: traditional contact centers vs. an on-demand virtual model Every customer service executive is looking for business agility, flexibility and cost-effective solutions. But to achieve all of this, quality...

Contact Center Industry | Blogs

Why more companies are onshoring customer service

Call quality suffered overseas, making customer satisfaction a financial driver A decade ago, offshoring seemed to be the low-cost answer for customer service calls. Companies rushed to capitalize on...

Contact Center Industry | Distance Learning | Flexible Workforce | Blogs

The value of learning in a distributed world

Why bother? Surprising ways training improves business performance When I talk with clients about ongoing skill development for their customer service agents, some are torn. While they want agents...

Flexible Workforce | Blogs

4 ways customer expectations have evolved

Actionable insights to adapt to the new era of customer relationships Take a trip to any customer service summit and you’ll hear the same lament from savvy customer service...

Flexible Workforce | Blogs

The New York Times meets the un-contact center

Liveops called ‘the Uber of contact centers’ for innovation and flexibility After several months and several thousand miles traveled—from our agent roadshow in North Carolina to the home of...

Contact Center Industry | Blogs

Why the BPO industry is ripe for disruption

Lessons from Uber suggest how to capitalize on gaps in a stagnant contact center industry On his company’s ninth anniversary, Uber Co-Founder Garrett Camp publicly posted his original pitch...

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