Contact Center Industry

Customer service has long been viewed as a cost center—a necessary operational expense rather than a growth driver. But that mindset is shifting. As brands compete for loyalty in...

In today’s fast-paced world, delivering exceptional customer service isn’t optional—it’s the baseline. Expectations are higher than ever, and attention spans? Practically non-existent. Customers want all 20 of their questions...

Not all customer interactions are created equal. In moments that matter—when emotions run high, or problems are complex—quality of service is what defines your brand. The difference between a...

Why high-quality service matters now more than ever  When people travel, they expect two things: smooth logistics and warm welcomes. When either goes wrong—missed flights, overbooked hotels, long hold...

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...

Travel is rarely just about the destination—it’s about the experience. And today’s travelers expect that experience to be seamless, responsive, and human from the moment they book to 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,...