Contact Center Industry

when burnout strikes, understand impact on CX

Contact Center Industry | Customer Experience | Flexible Workforce | Blogs

When Burnout Strikes: the Impact on CX

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...

Contact Center Industry | Blogs

In 2023, CX is More Critical than Ever.

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...

23 things I wish I knew when I started my career

Contact Center Industry | Corporate | Blogs

23 Things I Wish I Knew Earlier in My Career

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...

Contact Center Industry | Blogs

2023 Trends for Enterprises to Watch

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...

Contact Center Industry | Flexible Workforce | Blogs

Adopting Part-Time Scheduling will not Solve your Talent Problem

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...

Contact Center Industry | Blogs

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 | Flexible Workforce | Blogs

[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...

flexible work, what's important to people, meaningful work

Contact Center Industry | Flexible Workforce | Virtual Agents | Blogs

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...

Contact Center Industry | Virtual Agents | Blogs

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...

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