Blog

Tax season is often viewed as a volume event. A compressed period of high demand when support teams need to prepare for more calls, longer hours, and sharper spikes in customer need.  And...

Email may not be the newest customer service channel, but it’s still one of the most important.  For many organizations, email is where more complex service issues land. Order problems, billing questions, policy...

For years, support delivery was often treated as a location decision.  Onshore for quality.  Offshore for savings.  Nearshore for something in between.  Today, that approach feels too narrow. More businesses are realizing...

Transportation is often viewed as a logistical function. Something to coordinate, schedule, optimize, and move efficiently from point A to point B. And yes, that’s part of it.  But that framing...

AI is changing customer experience fast. But for most leaders, the real challenge isn’t just adopting new technology. It’s preparing the workforce to use it well without creating more fatigue, confusion, or resistance along the way. ...

On Thursday, April 2, Liveops partnered with CMP Research to bring together a select group of CX and customer contact leaders for an executive roundtable focused on one of the...

In today’s changing job market, uncertainty has become a familiar feeling. Technology continues to evolve, customer expectations shift quickly, and traditional career paths don’t always offer the stability they once did....

AI in customer service has moved beyond experimentation. Most leaders aren’t asking whether AI matters anymore. They’re asking where to start, what to prioritize, and how to avoid adding more complexity to an already...

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...