The current state of the economy and its impact on the BPO industry
The last quarter has been a rollercoaster for the economy. Record inflation, tight labor markets and a tired story of companies still challenged to find the right talent to...
Contact Center Industry
[Poll] What’s most important in an outsourcing relationship?
The outsourcing landscape is more diverse than ever. Over the last few years, through an ongoing pandemic, record inflation, labor shortages and an ever-changing mindset within the workforce, companies...
How “Right Time” Schedules Translate to Enhanced Customer Experience Outcomes
Even before the mass move to working-from-home, many people were seeking jobs that would allow them to choose where, when, and how they want to work. For many people,...
What matters to today’s workforce?
Today’s workforce has changed the way work is defined. In short, people want to work differently. Flexibility, mobility, purpose, and autonomy are top priorities in the world today. It’s...
Maintaining Agent Engagement During Times of Stress
When agents come across as unhappy or unengaged, customers are the first to take notice. Sincerity isn’t something that can be faked. When customers feel as though their questions...
Lessons Learned on Current Workforce Trends and Their Impact on Agents and Contractors
Recently, Liveops Senior Vice President of Marketing and Talent Acquisition, Ellen Hahn, joined the weekly live stream Sterling Live to discuss recent workforce trends with Sterling General Manager Vincenza...
The War on Talent: Labor Trends 2021
By Liveops partner Recruitics, a data-centric recruiting marketing agency Many employers have sustained record-level labor supply shortages as a result of the pandemic. In July, job openings reached an all-time...
