Calling all crazy stories: True customer service calls
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...
Contact Center Industry
The five most essential practices for great voice interactions
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...
Why great customer service contact center agents quit
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...
Why more companies are onshoring customer service
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...
The value of learning in a distributed world
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...
Why the BPO industry is ripe for disruption
Lessons from Uber suggest how to capitalize on gaps in a stagnant contact center industry On his company’s ninth anniversary, Uber Co-Founder Garrett Camp publicly posted his original pitch...