LiveOps Blog

What’s So Great About Leveraging an On-Demand Workforce?

Image courtesy of renjith krishnan at FreeDigitalPhotos.net.

The sharing economy. On-demand work. The gig economy. On-demand work. These are all hot topics across the U.S., with everyone from on-demand workers to business owners to politicians weighing in on the pros and cons. It is certainly a shift from the old standard lifetime employment, 40-hour work week jobs earlier generations were used to…. Read More »

Looking Ahead to the New LiveOps Cloud Platform

Innovation Lightbulb

Change is in the air. This week, LiveOps Cloud Platform was acquired by Marlin Equity Partners and we couldn’t be more excited about what this means for you, our customers. This acquisition is the result of several months of work as we searched for the right partner that would help us improve our ability to… Read More »

LiveOps Announces 5,000 New Work-From-Home Opportunities!

LiveOps Agent 9.23.15

The LiveOps Agent Services business is experiencing tremendous growth, with existing customers increasing their use of LiveOps agents and 10 new major brands signing contracts for LiveOps Agent Services in the past few months. To support this new business we are kicking off our biggest drive ever to source 5,000 new independent, work-from-home agents this… Read More »

Those First 90 Days

Image courtesy of David Castillo Dominici at FreeDigitalPhotos.net.

The first 90 days of any relationship are a test. A new job, a new baby, a new friendship, even a new business relationship. Whether it’s a new hire, a partnership or a new vendor, the first 90 days are very important, as they set the parameters and the tone for the relationship. Say you’re… Read More »

The 21st Century Economy has Forever Changed Work—and Customer Service

Image courtesy of nenetus at FreeDigitalPhotos.net.

Connectivity. Flexibility. “Services” jobs over “goods producing” jobs. Supplemental work on your schedule. These are just some of the changes that have come to the working world. We are well into the 21st century economy and it is worlds away from the way work was done even one generation ago. Working remotely is normal, even… Read More »

Service Should be the Differentiator—Not the Mascot

Image courtesy of Image courtesy of mrsiraphol at FreeDigitalPhotos.net.

When you think of insurance, what do you think of? A gecko? A cheery lady with a bouffant? A sonorous voice coming from an unlikely person when talking about his or her coverage? Most insurance companies do a good job getting their names out there and differentiating themselves with memorable mascots, slogans and representatives. A… Read More »

How Can You Tell if Your Customer Service Agent is Working from Home?

Image courtesy of Brian Holm at FreeDigitalPhotos.net

You’re having an issue with a pair of shoes you bought, and the store will no longer take them back—it’s after the return window. You spent a lot of money on them and they’ve been squeaky since you bought them, but you thought it would work itself out once you got them worn in. It… Read More »

Your Kids Are Out of School For Summer. Now What?

Image courtesy of Stuart Miles at FreeDigitalPhotos.net

Ah, summertime. It’s filled with happy memories of care free days, swimming, eating popsicles and having fun. Those are childhood memories, of course. When you’re an adult, your summers don’t always follow that pattern. If you have children, your summers more likely involve making sure the kids have enough activities to keep them from being… Read More »

Red Nose Day a Rollicking Success

Tempe Office RedNose

The night of May 21 was filled with humor, awareness-raising, celebrities and, most of all, red noses! The inaugural Red Nose Day telethon in the U.S. raised more than $21 million to support children and young people living in poverty. It was an outstanding event with great results. LiveOps was proud to be a part… Read More »

Guide Your Agents to the Finish Line—and Beyond

Some people say that customers are the most important people to a brand. In many ways, I agree—but I think it can be said that agents are in the running as “most important people” to an organization. Agents are really the face of a brand. Whether in an in-person interaction, on the phone or online,… Read More »

Looking Ahead to the New LiveOps Cloud Platform

Innovation Lightbulb

Change is in the air. This week, LiveOps Cloud Platform was acquired by Marlin Equity Partners and we couldn’t be more excited about what this means for you, our customers. This acquisition is the result of several months of work as we searched for the right partner that would help us improve our ability to… Read More »

The 21st Century Economy has Forever Changed Work—and Customer Service

Image courtesy of nenetus at FreeDigitalPhotos.net.

Connectivity. Flexibility. “Services” jobs over “goods producing” jobs. Supplemental work on your schedule. These are just some of the changes that have come to the working world. We are well into the 21st century economy and it is worlds away from the way work was done even one generation ago. Working remotely is normal, even… Read More »

How Can You Tell if Your Customer Service Agent is Working from Home?

Image courtesy of Brian Holm at FreeDigitalPhotos.net

You’re having an issue with a pair of shoes you bought, and the store will no longer take them back—it’s after the return window. You spent a lot of money on them and they’ve been squeaky since you bought them, but you thought it would work itself out once you got them worn in. It… Read More »

Is Crowdsourcing the Future of Customer Service?

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Crowdsourcing isn’t new. The overuse of the term itself is a recent development, but in truth, consumers have been sharing their opinions in public forums for years. Through social media pages, discussion boards, and third-party review sites like Yelp and TripAdvisor, people have formed communities of advice and support long before anyone knew there was… Read More »

It’s Customer Appreciation Week!

While this week may not be nationally recognized as Customer Appreciation Week, we’re celebrating over at LiveOps. In fact, every week is Customer Appreciation Week for us. Why? If you haven’t caught on by now, we are in the customer experience business. Yes, we are a contact center solutions provider, but for us, it is… Read More »

Back to the Basics: Customer Service 101

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The job description for a contact center agent has certainly evolved over the last few years. Today’s agents are now wearing several hats –support, retention, lead generation and even brand ambassador. The question is whether juggling these roles has caused some agents to lose sight of what should be their number one goal – providing… Read More »

Upsell Series: 3 Tips for Inbound Call Center Upsell Results

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LiveOps’ customers often ask me: how can I increase revenue from my inbound call centers? Or, more specifically, from my inbound phone campaigns? What they’re really asking is: Now that I’ve successfully marketed my primary product, generated good consumer response and am closing sales – what else can I do to increase my total revenue?… Read More »

Turning Contact Center Agents Into Lead Generators

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Can you list the responsibilities of a contact center agent? Go ahead! Our comments section is begging for your input. If you said “handle account inquiries, customer complaints or support issues,” you wouldn’t be wrong. You also wouldn’t be entirely accurate, either. Contact center agents are also sales lead-generating machines! With the introduction of tools… Read More »

LiveOps Announces 5,000 New Work-From-Home Opportunities!

LiveOps Agent 9.23.15

The LiveOps Agent Services business is experiencing tremendous growth, with existing customers increasing their use of LiveOps agents and 10 new major brands signing contracts for LiveOps Agent Services in the past few months. To support this new business we are kicking off our biggest drive ever to source 5,000 new independent, work-from-home agents this… Read More »

Those First 90 Days

Image courtesy of David Castillo Dominici at FreeDigitalPhotos.net.

The first 90 days of any relationship are a test. A new job, a new baby, a new friendship, even a new business relationship. Whether it’s a new hire, a partnership or a new vendor, the first 90 days are very important, as they set the parameters and the tone for the relationship. Say you’re… Read More »

The 21st Century Economy has Forever Changed Work—and Customer Service

Image courtesy of nenetus at FreeDigitalPhotos.net.

Connectivity. Flexibility. “Services” jobs over “goods producing” jobs. Supplemental work on your schedule. These are just some of the changes that have come to the working world. We are well into the 21st century economy and it is worlds away from the way work was done even one generation ago. Working remotely is normal, even… Read More »

Service Should be the Differentiator—Not the Mascot

Image courtesy of Image courtesy of mrsiraphol at FreeDigitalPhotos.net.

When you think of insurance, what do you think of? A gecko? A cheery lady with a bouffant? A sonorous voice coming from an unlikely person when talking about his or her coverage? Most insurance companies do a good job getting their names out there and differentiating themselves with memorable mascots, slogans and representatives. A… Read More »

How Can You Tell if Your Customer Service Agent is Working from Home?

Image courtesy of Brian Holm at FreeDigitalPhotos.net

You’re having an issue with a pair of shoes you bought, and the store will no longer take them back—it’s after the return window. You spent a lot of money on them and they’ve been squeaky since you bought them, but you thought it would work itself out once you got them worn in. It… Read More »

Your Kids Are Out of School For Summer. Now What?

Image courtesy of Stuart Miles at FreeDigitalPhotos.net

Ah, summertime. It’s filled with happy memories of care free days, swimming, eating popsicles and having fun. Those are childhood memories, of course. When you’re an adult, your summers don’t always follow that pattern. If you have children, your summers more likely involve making sure the kids have enough activities to keep them from being… Read More »

Red Nose Day a Rollicking Success

Tempe Office RedNose

The night of May 21 was filled with humor, awareness-raising, celebrities and, most of all, red noses! The inaugural Red Nose Day telethon in the U.S. raised more than $21 million to support children and young people living in poverty. It was an outstanding event with great results. LiveOps was proud to be a part… Read More »

Guide Your Agents to the Finish Line—and Beyond

Some people say that customers are the most important people to a brand. In many ways, I agree—but I think it can be said that agents are in the running as “most important people” to an organization. Agents are really the face of a brand. Whether in an in-person interaction, on the phone or online,… Read More »

LOL and Support Red Nose Day

Red Nose Day

Have you smiled today? Or laughed out loud (and not just abbreviated it but actually, physically, laughed out loud)? That may depend on whether or not you’ve seen someone wearing a red nose…and in the month of May, that person was more likely to be your teacher, boss or friend and less likely to be… Read More »

Manage Those Spikes for Maximum Customer Satisfaction

LiveOps Agent Services

How can you keep customers happy? It’s a difficult enough question to answer during periods of “normal” activity—and even more challenging during busy times, when activity spikes. Wouldn’t it be nice to be able to accurately predict and staff to meet the exact needs of your brand at any given time? It’s pretty tough to… Read More »

Six Tips to Motivate Your Agents for Maximum Customer Satisfaction

“Coaches who can outline plays on a black board are a dime a dozen. The ones who win get inside their player and motivate.” – Vince Lombardi, five-time NFL championship-winning coach Motivation has been a topic of discussion for centuries. Everyone from classical poets to professional athletes and coaches, have offered pithy comments and recommendations…. Read More »

We Support 1 Million for Flexibility and the Need for More Flexible Work Environments

1 Million for Work Flexibility

The 21st century economy is evolving and constantly changing. This evolution started years ago, back with personal computers, and accelerated with the rise of mobile devices and new technologies that made it easier to work outside of a traditional office. There are options for people who are looking for flexible jobs, work-from-home opportunities and ways… Read More »

Encourage Empathy from Your Agents and Experience Greater Loyalty from Your Customers

Focus on Customers

There’s a great Maya Angelou quote that can help explain the importance of outstanding customer service. She said, “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” It’s a powerful statement and very true. We talk a lot about… Read More »

Does Your Corporate Culture Match Your Contact Center Culture?

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Corporate culture is frequently mentioned, usually in generality, by the leaders of organizations. “We believe in…we support…we work toward…we are….” Corporate culture is commonly tied to mission and vision statements that define the way a brand thinks, behaves and works (really, the people behind the brand). Target calls customers “guests” to make them feel more… Read More »

Spring Means a Fresh Start at LiveOps

Spring marks the end of a cold season and the beginning of new life. At LiveOps, we see it as the perfect time to make a fresh start. With the recent announcement about upcoming call center layoffs in Augusta, Georgia, we want to extend our hand and welcome new members to the LiveOps Agent Community…. Read More »

Is Crowdsourcing the Future of Customer Service?

ID-10026740

Crowdsourcing isn’t new. The overuse of the term itself is a recent development, but in truth, consumers have been sharing their opinions in public forums for years. Through social media pages, discussion boards, and third-party review sites like Yelp and TripAdvisor, people have formed communities of advice and support long before anyone knew there was… Read More »

General Specialists or Special Generalists?

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We each have special skills. Perhaps you are the reigning Scrabble champion in your family. Maybe you can reassemble any electrical device you’re given. Perhaps you are the “Office Genius” when it comes to historical project knowledge. Or maybe you can recite from memory the name of every man who signed the Declaration of Independence…. Read More »

Insuring Your Future, One Independent Agent at a Time

LiveOps Insurance Agents

Charismatic. Goal-oriented. Empathetic. Self-motivated. A desire to help others. Focused. These are just a few of the descriptors used in insurance-related opportunities. And if you combine those words with things like working from home…setting your own schedule…building your own business—you just might find the best of both worlds. “I am constantly learning new things and… Read More »

2015 Prediction: The Workforce of the Future Will Rise to the Customer Experience Challenge

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This time of year is full of looking back, looking ahead and evaluating the difference between the two. That can be interesting and informative. Or it can be overwhelming. Or both. My colleagues here at LiveOps have made a few predictions for next year, focusing on technologies and tools. I’m going to focus on people—the… Read More »

eLearning and Collaboration Help Remote Workers Exceed Expectations

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Remote workers. Working from home. Telecommuting. Flexible schedules. We’ve all heard about remote work—and most of us would like to try it! But the mere mention of it gives most employers a chill running down their spine. For some employers, it is their greatest fear—losing control. If you can’t keep an eye on your employees… Read More »