CCW 2025: Scaling Smarter and Leading with Flexibility
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From June 9–12, 2025, customer service leaders from around the globe gathered at the Caesars Forum in Las Vegas for Customer Contact Week (CCW)—the industry’s largest event in the world focused on transforming the future of contact centers.
For Liveops, CCW 2025 offered a platform to showcase our commitment to smarter scaling, inclusive workforce strategies, and human-first innovation.
Key Trends: AI That Empowers, Not Replaces
AI was front and center at CCW 2025, but the dialogue was refreshingly agent-focused. Rather than treating AI as a replacement for human talent, the conversations emphasized how AI can serve as a powerful support tool—enhancing decision-making, streamlining workflows, and improving service delivery.
Attendees discussed how AI is being used to reduce repetitive tasks and enable real-time insights, freeing up agents to focus on the complex, empathetic interactions that matter most. The consensus: AI should complement—not compete with—your people.
This shift reflects a growing recognition that technology and talent must evolve together. Ethical implementation, quality training data, and continuous feedback loops are critical to ensuring AI enhances the agent experience.
As AI assumes simpler, repetitive call types, the need for a remote, highly skilled team capable of handling complex, empathy-driven interactions becomes even more essential.
Liveops Leadership in Action: The “Scaling Smarter” Session
Liveops took the stage on June 12 with a standout session titled “Scaling Smarter: The Future of Flexible Customer Service,” which sparked some of the most engaging conversations of the week.
The panel included:
- Jon Brown, SVP of Client Results, Liveops
- Chad Lovell, President of Insurance, Centerfield
- Brian Gebhardt, Chief Operating Officer, Saferide
Together, they explored how flexible staffing models are helping organizations scale with precision while maintaining customer service excellence.
Key discussion points included:
- How organizations are responding to unpredictable volume surges using flexible, experience-driven agent models
- The operational benefits of flexible staffing, from cost efficiency to business continuity
- Why empathy, expertise, and agility remain core differentiators in a hybrid tech-human future
The session underscored a broader theme echoed throughout CCW: organizations no longer need to choose between cost and quality. With the right staffing model, they can have both.
A Culture of Inclusion: Liveops Recognized for Gender Equity
During the event, Liveops was honored as a finalist for the CCWomen Best Workplace for Gender Equity Award. This recognition reflects our ongoing efforts to champion a diverse, inclusive workforce—where opportunity and innovation are accessible to all.
With 75% of our company and 77% of our nationwide agent network made up of women, Liveops continues to lead by example in shaping the future of equitable work in the contact center space.
What’s Next: Human-Driven Service, AI-Enhanced Support
CCW 2025 reinforced what Liveops already believes: customer experience is evolving, but people will always be at the center. While AI can accelerate performance and unlock operational scale, it’s the human touch that builds trust, loyalty, and satisfaction.
As organizations rethink how they scale support—whether seasonally, during crises, or for long-term efficiency—Liveops remains a trusted partner in delivering solutions that are flexible, resilient, and built around real human connection.
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