Contact Center Industry

As the confetti settles and the champagne glasses are put away, contact center leaders know it’s time for more than just resolutions about hitting the gym or cutting down...

Ensure Your Customer Service Team Delivers Exceptional Experiences During Peak Season  The holiday shopping season is upon us, bringing joy, cheer, and a flurry of shopping carts both online...

Don’t Let Holiday Chaos Steal Your CSAT and NPS Cheer  The holiday season is a time for joy, sales, and… stress. As “All I Want for Christmas Is You”...

On December 9-10, 2024, customer experience leaders gathered at the beautiful Rancho Bernardo Inn in San Diego for the GDS CX Innovation Summit. Among the attendees were Liveops’ Senior...

The holidays are here, and while your customers are jingling all the way, your phone lines are probably ringing off the hook. High call volume is a hallmark of...

As AI continues to advance, contact centers face a choice: leverage AI to replace human roles or use it to empower agents to connect more meaningfully with customers.   Forward-thinking...

The Frost & Sullivan Customer Contact West event was an incredible opportunity for customer service leaders to engage in real-world discussions about the future of customer support and workforce...

In today’s fast-moving business landscape, maintaining excellent customer service while navigating fluctuating demand can feel overwhelming. Whether it’s the rush of seasonal spikes, daily unpredictability, or unexpected surges, keeping...

In an era where flexibility and efficiency are paramount, the debate between traditional brick-and-mortar contact centers and virtual, work-from-home (WFH) models has gained significant attention.  As organizations seek to...