Flexible Workforce

Compare: traditional contact centers vs. an on-demand virtual model Every customer service executive is looking for business agility, flexibility and cost-effective solutions. But to achieve all of this, quality...

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...

Actionable insights to adapt to the new era of customer relationships Take a trip to any customer service summit and you’ll hear the same lament from savvy customer service...

Liveops called ‘the Uber of contact centers’ for innovation and flexibility After several months and several thousand miles traveled—from our agent roadshow in North Carolina to the home of...

Agility, cost and quality prompt managers to look beyond traditional FTEs Whether the driver is business agility, an effort to better contain costs, or a focus on enhancing customer...