Leading National Eye Care Organization Selects Liveops to Transform Patient Access and Contact Center Performance

Engagement combines Liveops’ CX Transformation Services, technology advisory, and flexible patient support to improve appointment conversion, operational performance and support business growth 

SAN FRANCISCO, CA — October 29, 2026 — Liveops, a leader in flexible customer experience outsourcing solutions, today announced a strategic partnership with a leading national eye care organization combining its CX Transformation Services with outsourced patient support. The partnership will focus on improving patient access, strengthening appointment scheduling, and optimizing contact center performance across the organization’s expanding network of healthcare practices. 

Liveops will work alongside the organization’s leadership team to evaluate current operations, identify performance gaps, and prioritize improvements across scheduling, workforce management, quality, technology, and performance measurement. At the same time, Liveops will provide patient support to help manage day-to-day demand. 

By combining operational assessment with frontline delivery, Liveops can help the organization identify opportunities for improvement, implement changes, and measure their impact on patient access and business performance. 

“Improving patient access isn’t simply about answering more calls. It’s about making it easier for patients to get the care they need while ensuring every interaction contributes to better outcomes,” said Molly Moore, President and COO of Liveops. “What makes this partnership particularly meaningful is that we’re not just supporting the operation. We’re helping improve how it works. By combining our experience operating complex customer environments with transformation expertise and technology advisory services, we can identify where performance can improve, implement meaningful changes, and measure whether those changes are delivering better outcomes.” 

Improving Patient Access Through CX Transformation Services 

As the organization continues to expand, efficient contact center operations are essential to connecting patients with care, improving appointment conversion, and maintaining service quality. 

Liveops will conduct a comprehensive assessment of the organization’s contact center environment, focusing on five key areas: 

• Appointment scheduling and patient access: Evaluating appointment conversion, outbound outreach, patient recall programs, and scheduling workflows to reduce friction and improve access to care. 

• Operational efficiency: Assessing call handling, outbound dialing, agent productivity, and existing workflows to identify opportunities to reduce friction, improve productivity, and strengthen appointment conversion. 

• Workforce management and quality: Reviewing forecasting, scheduling, agent utilization, coaching, and quality management to better align resources with patient demand. 

• Performance measurement: Establishing standardized KPIs, scorecards, and reporting processes that connect contact center performance to patient experience and business outcomes. 

• Technology and AI effectiveness: Evaluating existing contact center technology, AI-powered quality assurance, and emerging AI agent initiatives to determine where technology can improve workflows, support agent effectiveness, and deliver measurable operational value. 

The assessment will establish a clear view of current performance and identify the operational changes most likely to improve patient access, appointment conversion, and service quality. 

Turning Operational Insights Into Measurable Improvement 

Beyond identifying opportunities, Liveops will work with the organization’s leadership team to translate findings into a prioritized improvement roadmap. 

The engagement will establish performance baselines and prioritize near-term opportunities to improve appointment conversion, patient engagement, and operational efficiency. Liveops will also help strengthen performance management practices so improvements can be measured, managed, and sustained. 

Technology advisory will play an important role, with Liveops evaluating existing investments, identifying capability gaps, and defining future requirements to support informed technology decisions. The focus will be on applying technology where it improves patient access, strengthens operational performance, and creates measurable value rather than introducing unnecessary complexity. 

Ongoing advisory support will help the organization implement improvements, reinforce accountability, and continuously refine workflows and performance practices as its needs evolve. 

Supporting Long-Term Performance and Growth  

The partnership reflects Liveops’ approach to customer experience transformation: combining the expertise gained from operating complex customer environments with the ability to assess, redesign, and continuously improve how those operations perform. 

By connecting strategic advisory, technology expertise, and frontline execution, Liveops helps organizations move beyond addressing immediate capacity needs to building customer operations that are more responsive, effective, and aligned with long-term business objectives. 

About Liveops  

Liveops is redefining what outsourced customer service means in a modern, always-on world, built on the belief that genuine connection drives brand loyalty. For over 25 years, we’ve paired cutting-edge technology with trusted, remote, and empathetic human expertise to deliver agile, high-touch customer support solutions that scale with precision and care. As pioneers in the flexible customer service model, we bring global reach with unmatched adaptability—helping brands meet customer needs, anywhere, anytime. From complex interactions to seasonal surges, we proudly serve Fortune 500 and enterprise clients—delivering personalized experiences that earn trust and drive lasting impact. It’s not outsourcing, it’s outsmarting.  

For more information, visit www.liveops.com.