Contact Center Industry

Matching culture and language resolves customer needs faster When the trend of U.S. businesses offshoring their customer service began a couple of decades ago, the opportunity to cut costs...

Ensure your contact center customer service is on point Customers view the phone sales and service support they get from a product or brand as an essential part of...

How to detect and prevent omnichannel failures When contact centers live and die by the customer experience, the rise of “omnichannel”—or any other hotly debated customer experience issue—deserves due...

Consider a future where not all channels are the same As technology becomes more integrated into our daily lives, the lines between our experiences online and what we do...

Wacky tales from our agents that prove there’s never a dull day at Liveops In the spirit of April Fool’s day, I asked Liveops agents to tell me the...

Automation makes great human service even more critical for brands The future of customer service will be automated. That’s a top takeaway from a recent Gartner research report, which projects...

Contact center work hasn’t evolved with workers’ needs, agents say The first word Lourdes used to describe her work in a contact center was “nightmare.” “You’re really, really micromanaged...

Call quality suffered overseas, making customer satisfaction a financial driver A decade ago, offshoring seemed to be the low-cost answer for customer service calls. Companies rushed to capitalize on...

Why bother? Surprising ways training improves business performance When I talk with clients about ongoing skill development for their customer service agents, some are torn. While they want agents...