Consero 2025: Unlocking the Future of Workforce Strategy in Customer Experience
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The 2025 Consero Customer Experience & Contact Center Forum once again delivered insightful discussions, actionable strategies, and meaningful connections among industry leaders.
Held at The Biltmore Miami, Coral Gables, FL, from March 10–12, 2025, this year’s event focused on the evolving workforce equation and how companies can find the right mix of technology, outsourcing strategies, and talent models to optimize their contact center operations.
Flexible Workforce Strategies Take Center Stage
A recurring theme throughout the event was flexibility in workforce management—an essential factor in meeting the evolving needs of both businesses and customers. Discussions centered on how businesses are adapting their workforce models to remain competitive, focusing on innovation, efficiency, and long-term sustainability.
As companies strive to scale operations while maintaining agility, the conversation emphasized finding the right mix of insourced and outsourced talent, leveraging technology, and optimizing global vs. domestic strategies to drive customer satisfaction.
Liveops at Consero: The Workforce Equation
Liveops’ SVP of Sales & Marketing, David Parkhurst, led a roundtable discussion that examined the workforce equation—specifically, how businesses determine the best combination of internal agents, BPOs, and fractional models to meet their goals.
During the 25-minute session, attendees discussed:
- Balancing technology and human talent to create seamless customer experiences
- The pros and cons of insourcing vs. outsourcing for different industries and business needs
- Domestic vs. global workforce strategies and how businesses are approaching cost efficiency without sacrificing quality
Rather than a one-size-fits-all solution, the conversation reinforced that organizations need a strategic mix of workforce models to remain competitive.
Key Takeaways & Industry Conversations
BBeyond the sessions, networking and thought leadership were in full swing, with attendees eager to discuss:
- How to access the best talent while maintaining flexibility
- Strategies to drive true value in the contact center industry
As the customer service landscape continues to evolve, Consero 2025 reaffirmed the importance of adaptable, scalable workforce solutions that help businesses meet demand while enhancing the customer experience.
Looking Ahead
Liveops remains committed to helping organizations navigate the workforce equation with flexible solutions that empower businesses to scale, optimize costs, and deliver superior customer service.
Want to learn more about how Liveops can help your business thrive?
