Contact Center Industry

Better CX can start with an understanding of workforce burnout Burnout. The concept isn’t new, yet it is making a comeback in workforce trends these days. There are a...

In precarious economic times, consumers are more discerning than ever about where their money goes and expect positive, progressive, and consistent customer experience (CX). After all, consumption is not...

In honor of Liveops’ 23rd birthday this year, Cheryl Gunn, SVP of Operations at Liveops, shares 23 things she wishes she knew earlier in her career.      Don’t be...

While entering a new year is often associated with self-reflection, it’s also an opportunity for businesses to take a step back, assess, and recalibrate, too. A large part of...

In today’s climate, enterprises are faced with a talent problem. They either have too much capacity for their demand, or they struggle to find the right talent profile to...

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...

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...

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...

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...