LiveOps Blog

Guide Your Agents to the Finish Line—and Beyond

Customer Service Finish Line

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 »

Customer Service is Rising to the Top

Shep Hyken - CCO

Customer service is all the rage these days. Organizations talk about it. People talk about it. A quick search online will return results of both good and bad customer experiences. Videos, product or company reviews, news stories—the list goes on and the stories spread like wildfire. The stories that spread the fastest are usually the… Read More »

Seven Ways To Up Your Customer Service Game In The Social Media Arena

Social Customer Service

There used to be a fair bit of distance between a brand and its customers, but with the arrival of social media that gap has narrowed significantly. It seems consumers have all the power these days and are pulling the strings of brands and businesses – a huge turn-around from the way it once was…. 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

LiveOps Keep Agents Motivated

“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?

LiveOps Contact Center Culture

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 »

If Your Brand Doesn’t Own Every Moment of the Customer Experience—You’re Doing It Wrong

LiveOps ICMI Research

The customer experience is paramount to a brand’s success. Of course—without customers, brands don’t exist. But do brands spend enough time, energy and resources ensuring customers are satisfied and their experiences are positive? Do brands “put their money where their mouth is” and support customer service efforts with time, training and resources? Do brands own… Read More »

Customer Service is Rising to the Top

Shep Hyken - CCO

Customer service is all the rage these days. Organizations talk about it. People talk about it. A quick search online will return results of both good and bad customer experiences. Videos, product or company reviews, news stories—the list goes on and the stories spread like wildfire. The stories that spread the fastest are usually the… Read More »

Seven Ways To Up Your Customer Service Game In The Social Media Arena

Social Customer Service

There used to be a fair bit of distance between a brand and its customers, but with the arrival of social media that gap has narrowed significantly. It seems consumers have all the power these days and are pulling the strings of brands and businesses – a huge turn-around from the way it once was…. Read More »

If Your Brand Doesn’t Own Every Moment of the Customer Experience—You’re Doing It Wrong

LiveOps ICMI Research

The customer experience is paramount to a brand’s success. Of course—without customers, brands don’t exist. But do brands spend enough time, energy and resources ensuring customers are satisfied and their experiences are positive? Do brands “put their money where their mouth is” and support customer service efforts with time, training and resources? Do brands own… Read More »

Millennials are a Force to be Reckoned With—and They Are Changing the Face of Customer Service

Millennials Customer Service

Every generation is known for something. It may be a label the previous generation put on it. It may be a trend or world event or something else that defines the generation. Baby Boomers were the largest generation in, well, generations, and experienced a higher standard of living than previous generations. Generation X is perceived… Read More »

Computing and Customer Service Everywhere

LiveOps Customer Service Everywhere

Water, water everywhere…and not a drop to drink. As California gears up to face another consecutive year of drought, that thought may be top of mind for more people. How does that apply to technology?, you may ask. Computing is increasingly everywhere—in our phones, on our wrists, in our cars and appliances—and is ostensibly improving… Read More »

Does Customer Service Make You Feel Empowered, Inspired, Enlightened and Delighted? If Not…That Brand Could Be Doing It Better

Good Service Makes Good Business Sense

What makes the moment? You know, the moment you “just know.” That magical moment that knocks you out with the knowledge that was the person you would marry, that was the perfect job at the perfect time, or that was the brand you would do business with forever. That moment strikes us each differently, and… Read More »

Channel Optimization

Channel Optimization

When is the right time for an organization to encourage its customers to utilize the Contact Center channel to receive support versus encouraging them to use the Social Media channel, the web channel, the bricks and mortar channel, etc.?  Should an organization segment its customers and pro-actively decide which support options to offer to which… Read More »

Is Crowdsourcing the Future of Customer Service?

crowdsourcing customer service

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 »

The Hidden Danger of Unknown Brand Damage

unknown brand damage

What? Unknown damage to your brand? How do you even know it is happening if it is “unknown?” “Well that doesn’t happen with our brand,” you say. “We have a great product. When we hear about a customer with an issue, we do what we can to keep them happy. We get great scores on… Read More »

Reaping the Rewards of a High-Performance Contact Center

Definitive Guide to Social CRM

At Dreamforce ’14, I had the distinguished pleasure to facilitate a session with two remarkable contact center professionals: Pam Lyra, vice president of Customer Service & SaaS Operations for Axcient (one of the top 100 most influential women in Silicon Valley 2014 and named to the 2014 “Power 100” List for CRM Women of the… Read More »

2015 Prediction: Customer Service 3.0, Thanks to the Internet of Things

Customer Service and IoT

A “smart house” that doesn’t need a key because it recognizes the resident and opens the door. A microwave-type oven that cooks food to perfection just by hitting the start button. Clothes that shrink to fit the wearer. A video phone integrated into the full wall-size TV. Hoverboards. Time travel in a DeLorean. Sound familiar?… Read More »

2015 Prediction: Brands Get on the Same Page as Customers with Co-Browsing

LiveOps Visual

We’ve all had one of those experiences. Those negative online experiences that frustrate you to no end and that you talk about (to your loved ones, at least) for an eternity after it happens. Those experiences that change your opinion of a brand and influence your willingness to do business with it in the future…. Read More »

The Right Approach: A Channel Partner Program Update

While getting ready to close out one year and plan for the next, there’s nothing like reflecting back on annual accomplishments to put things into perspective. As the SVP of Global Platform Sales at LiveOps, it is my responsibility to ensure the success and growth of our Channel Partner Program, which was launched in January… Read More »

Contact Centers Beware: Get Ready for the Biggest Online Shopping Season Ever!

Online Customer Experience

Get ready for the biggest and best Christmas shopping season of all times. US retail industry sales during the 2014 holiday are forecasted to exceed $3 trillion, of which more than $72 billion – up 17 percent from 2013 – will come from online, e-commerce purchases. An estimated 90 percent of Christmas shoppers will shop… Read More »

2015 Prediction: Hyper Personalization Will Be The New Normal

Personalized Customer Service

We live in a real-time world, where whatever it is that we want, we want it now. People are not enthusiastic about waiting for much of anything. Brands are constantly faced with questions about speed, perhaps more than anything else. How fast will my online order arrive? How quickly will my refund request be completed?… Read More »

The Best Gift You Can Give Your Customers

Gift of Customer Service

The holiday season is in full swing. From Halloween through New Year’s Day there’s always some reason to celebrate. And many people celebrate the holidays by spending money…I, too, can be included in this group. With millions of people researching, asking questions, shopping, purchasing, exchanging and returning, it is usually a challenging time for brands… Read More »

2015 Prediction: Customer Journey Mapping will Change the Customer Experience

Customer Journey Mapping

How can the customer experience be improved? Smart brands ask this question all the time, of everyone—employees, partners and customers themselves. It could be something simple, like the need to explain something more clearly on a brand’s website. It could be more involved, like a brand making it possible for customers to initiate contact via… Read More »

Shout Out On Social To Help Second Harvest This Season

SHFB logo

Keep up with Technology to Keep up with Customers

LiveOps Multichannel Platform

Change is a constant, but despite the persistent evolution of this industry the elements that form the foundation of good customer service largely remain the same. While consumers are communicating in more ways than ever before, from the classic phone call to email, live chat, SMS and social media, brands must provide great customer service,… Read More »

Go Mobile in Your Contact Center

Mobile Customer Service

It’s no secret that mobile devices and apps will soon take over the world. Study after study has shared estimates of billions of mobile devices being used, with the average person owning four digital devices. According to mobile analytics company Flurry, average US consumers spend 2 hours and 42 minutes a day on their mobile… Read More »

Guide Your Agents to the Finish Line—and Beyond

Customer Service Finish Line

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 »

Customer Service is Rising to the Top

Shep Hyken - CCO

Customer service is all the rage these days. Organizations talk about it. People talk about it. A quick search online will return results of both good and bad customer experiences. Videos, product or company reviews, news stories—the list goes on and the stories spread like wildfire. The stories that spread the fastest are usually the… Read More »

Seven Ways To Up Your Customer Service Game In The Social Media Arena

Social Customer Service

There used to be a fair bit of distance between a brand and its customers, but with the arrival of social media that gap has narrowed significantly. It seems consumers have all the power these days and are pulling the strings of brands and businesses – a huge turn-around from the way it once was…. 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

LiveOps Keep Agents Motivated

“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?

LiveOps Contact Center Culture

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 »

If Your Brand Doesn’t Own Every Moment of the Customer Experience—You’re Doing It Wrong

LiveOps ICMI Research

The customer experience is paramount to a brand’s success. Of course—without customers, brands don’t exist. But do brands spend enough time, energy and resources ensuring customers are satisfied and their experiences are positive? Do brands “put their money where their mouth is” and support customer service efforts with time, training and resources? Do brands own… Read More »

Spring Means a Fresh Start at LiveOps

Businesswoman wearing headset at desk

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 »

Computing and Customer Service Everywhere

LiveOps Customer Service Everywhere

Water, water everywhere…and not a drop to drink. As California gears up to face another consecutive year of drought, that thought may be top of mind for more people. How does that apply to technology?, you may ask. Computing is increasingly everywhere—in our phones, on our wrists, in our cars and appliances—and is ostensibly improving… Read More »

Does Customer Service Make You Feel Empowered, Inspired, Enlightened and Delighted? If Not…That Brand Could Be Doing It Better

Good Service Makes Good Business Sense

What makes the moment? You know, the moment you “just know.” That magical moment that knocks you out with the knowledge that was the person you would marry, that was the perfect job at the perfect time, or that was the brand you would do business with forever. That moment strikes us each differently, and… Read More »

Is Crowdsourcing the Future of Customer Service?

crowdsourcing customer service

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 »

The Hidden Danger of Unknown Brand Damage

unknown brand damage

What? Unknown damage to your brand? How do you even know it is happening if it is “unknown?” “Well that doesn’t happen with our brand,” you say. “We have a great product. When we hear about a customer with an issue, we do what we can to keep them happy. We get great scores on… Read More »

General Specialists or Special Generalists?

LiveOps Agent Services

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

LiveOps Agent Services

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 »

Reaping the Rewards of a High-Performance Contact Center

Definitive Guide to Social CRM

At Dreamforce ’14, I had the distinguished pleasure to facilitate a session with two remarkable contact center professionals: Pam Lyra, vice president of Customer Service & SaaS Operations for Axcient (one of the top 100 most influential women in Silicon Valley 2014 and named to the 2014 “Power 100” List for CRM Women of the… Read More »

2015 Prediction: Customer Service 3.0, Thanks to the Internet of Things

Customer Service and IoT

A “smart house” that doesn’t need a key because it recognizes the resident and opens the door. A microwave-type oven that cooks food to perfection just by hitting the start button. Clothes that shrink to fit the wearer. A video phone integrated into the full wall-size TV. Hoverboards. Time travel in a DeLorean. Sound familiar?… Read More »