LiveOps Blog

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 »

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 »

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 »

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 »

Start “Doing” to Help Your Brand Thrive

ICMI conference

4 Reasons Why Your Call Center Should Welcome WebRTC

WebRTC Summit_2014

Earlier this year, we encouraged contact centers to hang up their phones for good. Why? Something better was introduced into the mix, and I had the opportunity to speak to this phone-free option at Cloud Expo’s WebRTC Summit last week. Much like the challenges faced last year in trying to talk CMOs, CTOs and contact… Read More »

And The Survey Says! We Must Empower Our Agents.

ICMI 14 Teaser

Dreamforce Is Over. What’s Next For The Customer Journey?

Source: http://pixabay.com/p-95475/?no_redirect

Self-Service or Personalized Service?

Help Button

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 »

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 »

eLearning and Collaboration Help Remote Workers Exceed Expectations

LiveOps University 2.0

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 »

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 »

Seven Tips for Outstanding Social Customer Experiences

7 Social Media Tips

Contact center agents have a tough job. It takes a lot of patience and “EQ,” emotional intelligence, for agents to flex their style and approach based on the specific customer and interaction. And the world of customer interaction is changing, as customers are increasingly using social media over traditional phone and email communication. Are your… Read More »

Shout Out On Social To Help Second Harvest This Season

SHFB logo

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 »

Start “Doing” to Help Your Brand Thrive

ICMI conference

How Would Your Life be Different if You Were Your Own Boss?

LiveOps WAH Site

Have you ever dreamed of becoming your own boss? Making your own schedule? Working from home? You’re not alone. Millions of Americans are taking their work schedules into their own hands, becoming their own bosses as independent contractors and working from home. Work opportunities in the United States are moving beyond the 9-5 desk job,… Read More »

And The Survey Says! We Must Empower Our Agents.

ICMI 14 Teaser

Dreamforce Is Over. What’s Next For The Customer Journey?

Source: http://pixabay.com/p-95475/?no_redirect