Consero 2024: Elevating the Future of Customer Experience

October 15, 2024 | Contact Center Industry | Blog

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From October 6-8, 2024, industry leaders gathered at The Ritz-Carlton in Irving, TX, for the highly anticipated Consero 2024 Customer Experience & Contact Center Forum.  

The event provided a perfect blend of insightful panel discussions, engaging breakout sessions, and meaningful business conversations, all designed to address the evolving landscape of customer engagement. 

Key Insights & Contact Center Trends 

Although AI was a significant focus at Consero, the discussions went beyond the typical buzz, exploring how AI and human agents can complement each other. Conversations emphasized ethical AI usage, focusing on how technology can enhance the agent experience rather than replace it.  

Attendees delved into where AI adds the most value, how to prevent misuse—such as relying on poor data—and the importance of balancing innovation with “back-to-basics” approaches.  

The overarching message was clear: thoughtful AI implementation should empower agents and improve customer outcomes while addressing concerns about job security within call centers. 

Spotlight on David Parkhurst: Insights from Consero 2024 Sessions 

David Parkhurst, Liveops’ SVP of Sales and Marketing, led two impactful sessions at the event. Each session provided 20 minutes of deep discussion on the cost of call center operations.  

He explored the differences between in-house teams, outsourcing, and independent contractor models like Liveops’ independent contractor (IC) model. 

David’s sessions emphasized the importance of breaking down fully loaded transaction costs to provide clients with better control and visibility over operations. An outsourced virtual model provides significant savings by eliminating expenses such as physical locations, equipment logistics, and employee supplies.  

Additionally, the independent contractor approach reduces costs related to overtime, in-house personnel (like quality assurance teams, coaches, and IT support), recruiting, background checks, and certification. He also explained how Liveops’ model offers predictable, fixed costs, regardless of location or call volume fluctuations to ensure that clients can manage expenses efficiently. 

Pain Points Raised by Attendees 

A recurring theme throughout the event was the challenge of introducing AI to existing call center teams without causing fear or resistance. Many attendees acknowledged that agents worry that AI might replace them.  

These conversations reinforced the need to approach AI implementation thoughtfully, ensuring that it enhances rather than replaces the role of human agents. 

Key Takeaways and Next Steps for Liveops 

Consero 2024 provided valuable insights that align with Liveops’ philosophy—people remain at the heart of customer experience, even in an AI-driven era. While technology can optimize operations, businesses still rely on human interaction to deliver meaningful customer experiences. 

For Liveops, the key takeaway is clear: our ability to offer staffing flexibility, transparent pricing, and operational control is a significant differentiator. As AI continues to evolve, Liveops will remain focused on helping clients balance technology with people-powered service, ensuring a seamless, human-driven customer experience for all. 

 

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Avatara Garcia

Ava is the Digital Content Writer for Liveops, combining her passion for storytelling with a talent for crafting compelling narratives that engage and inspire audiences.

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