Contact Center Industry

More than just flexible dates: Travel customer care with built-in flex Nearly half of all Americans are expected to travel over the July 4 holiday. For the entire summer...

People skills may end up carrying higher premiums “We are at an interesting inflection point with customer service: We’ve gone from full automation and the push for chatbots, and...

Insurers are creating products for the gig economy but are they tapping it for talent? With two-thirds of working Americans anticipated to take part in the gig economy in less...

As the flexible model grows, so does Liveops awards recognition (Cover photo courtesy of Stevie Awards.) When it comes to customer service, receiving a Stevie Award is one of...

CCW Digital releases a special report about remote agents There’s no denying it. Contact centers across the country are feeling the pressure to compete for talent. With undeniable evidence...

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...