Contact Center Industry

From June 9–12, 2025, customer service leaders from around the globe gathered at the Caesars Forum in Las Vegas for Customer Contact Week (CCW)—the industry’s largest event in the...

Customer support used to be a game of volume—more agents, longer hours, and massive overhead. But the rules have changed. Today, it’s not just about how many people you...

In a remote-first world, the Bring Your Own Device (BYOD) model has become a standard for modern remote contact centers. But for some organizations, the idea of agents using...

Liveops continues to challenge traditional models in the customer service industry by building a more inclusive, accessible, and flexible workforce. As a leader in the virtual contact center space,...

In today’s business world, uncertainty doesn’t exactly send a calendar invite—it shows up unannounced and expects a five-star response. Whether it’s a sudden market shift, supply chain hiccup, or...

Reducing the Total Cost of Ownership (TCO) in contact centers while maintaining high-quality service is a critical objective for businesses aiming to optimize operations and enhance customer satisfaction.   Achieving...

In today’s fast-paced business environment, maintaining consistent, high-quality customer service during periods of fluctuating demand is crucial. Call volume surges can occur unexpectedly, driven by factors ranging from planned events...

From March 19–20, 2025, senior customer experience leaders gathered at the iconic Fairmont Copley Plaza in Boston for the GDS CX Innovation Summit to dive into the future of...

This whitepaper educates businesses on effective strategies to source and retain highly skilled remote contact center talent, comparing remote and traditional in-person staffing models. It emphasizes evidence-based approaches and...