LiveOps Blog

Scaling Up to Meet a Challenge: 3 Industry Secrets for Smarter Customer Engagement, Part 2

Busy Mall

Find major holidays to be challenging on your brand’s customer service department? Picture this: It’s Memorial Day, and your company is having its annual sale to celebrate the extended weekend. Your retail locations are packed with customers, resulting in long waits and lack of merchandise on shelves. Sales associates are offering rain checks, but some… Read More »

Customer Security Notice on Heartbleed Disclosure (CVE-2014-0160)

no-heartbleed

On Tuesday, April 8th, 2014, a serious, internet-wide security vulnerability was disclosed. The vulnerability, known as Heartbleed, affects the OpenSSL framework that is used by many internet sites to provide secure communication. LiveOps, along with countless other service providers, has been busy conducting a comprehensive security review. Analysis Results The LiveOps security team has conducted a comprehensive… 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 Boise, Idaho, we want to extend our hand and welcome new members to the LiveOps Agent Community…. Read More »

Call Me (Definitely): 3 Industry Secrets for Smarter Customer Engagement, Part 1

Secrets for Customer Engagement

With the rise of the multichannel environment, customer service has turned into the Wild West, and controlling customer engagement across all channels seems more difficult than jumping onto a moving train. Brands must now work harder than ever to attract and maintain customers, and this often means tapping into an outsourced resource for help. Want… Read More »

Contextual Routing and the Next Generation of Customer Experience Management Technologies

Keith Acquisition blog image

I joined LiveOps because of the company’s reputation for leading change in the industry and being on the cutting edge of technology, and I have yet to be disappointed. We were the first to offer a truly cloud-based contact center with our LiveOps Platform, the first to introduce a fully integrated multichannel desktop with LiveOps… Read More »

Putting Disruption in “Context”

lo

In 2011, I was presented with the opportunity to both lead one of the fastest growing cloud contact center companies in the world – LiveOps – and to disrupt a once stagnating industry – the contact center. Since that time, we’ve introduced our LiveOps Cloud Platform and have grown that business by more than 55… Read More »

Financial Services + Contact Center Outsourcing = Recipe for Customer Service Success

piggy

How can a financial services company “ensure” a great insurance buying experience? The answer to this question was just one of many secrets we revealed during our webinar on “The Secret Sauce Behind Great Customer Experience,” where we were joined by Tiffani Montez, Principal Analyst for eBusiness & Channel Strategy at Forrester Research; Ray Burton,… Read More »

Giving Thanks To Keep Customers Coming Back

Thanksgiving Blog Image

Yes, it’s that time of year again. Shades of orange, red and brown surround us, the smells of turkey and fall leaves are in the air and people are giving thanks for family and friends. For brands, it’s also a time of year to give thanks – for business successes, dedicated employees and, most importantly,… Read More »

And That’s a Wrap on Dreamforce 2013!

20131118_165508

As dawn broke on the fourth and final day of Dreamforce, attendees were relieved to see that clear and dry skies awaited them outside San Francisco’s Moscone Center. The year’s event was bigger than ever and there is always a certain excitement in the air when such innovative minds and companies gather all in one… Read More »

The Rise of the Customer Company

Benioff keynote day 2-blog

A little drizzle didn’t stop Dreamforce attendees in San Francisco from lining up bright and early on day two of the conference to catch salesforce.com CEO Marc Benioff’s keynote presentation. And they certainly weren’t disappointed. Within the first 45 minutes of the presentation, guests were treated to performances by Huey Lewis and the News and… Read More »

Contextual Routing and the Next Generation of Customer Experience Management Technologies

Keith Acquisition blog image

I joined LiveOps because of the company’s reputation for leading change in the industry and being on the cutting edge of technology, and I have yet to be disappointed. We were the first to offer a truly cloud-based contact center with our LiveOps Platform, the first to introduce a fully integrated multichannel desktop with LiveOps… Read More »

Putting Disruption in “Context”

lo

In 2011, I was presented with the opportunity to both lead one of the fastest growing cloud contact center companies in the world – LiveOps – and to disrupt a once stagnating industry – the contact center. Since that time, we’ve introduced our LiveOps Cloud Platform and have grown that business by more than 55… Read More »

Giving Thanks To Keep Customers Coming Back

Thanksgiving Blog Image

Yes, it’s that time of year again. Shades of orange, red and brown surround us, the smells of turkey and fall leaves are in the air and people are giving thanks for family and friends. For brands, it’s also a time of year to give thanks – for business successes, dedicated employees and, most importantly,… Read More »

And That’s a Wrap on Dreamforce 2013!

20131118_165508

As dawn broke on the fourth and final day of Dreamforce, attendees were relieved to see that clear and dry skies awaited them outside San Francisco’s Moscone Center. The year’s event was bigger than ever and there is always a certain excitement in the air when such innovative minds and companies gather all in one… Read More »

The Rise of the Customer Company

Benioff keynote day 2-blog

A little drizzle didn’t stop Dreamforce attendees in San Francisco from lining up bright and early on day two of the conference to catch salesforce.com CEO Marc Benioff’s keynote presentation. And they certainly weren’t disappointed. Within the first 45 minutes of the presentation, guests were treated to performances by Huey Lewis and the News and… Read More »

Innovating For the Internet of Customers

Benioff

Every fall San Francisco seems to get a little “cloudy.” And I’m not just talking about your usual Bay Area fog. When salesforce.com rolls out the blue carpet, you know that the Bay Area is getting ready for the always-anticipated Dreamforce, the world’s largest cloud computing conference. This year’s conference has drawn over 120,000 attendees from… Read More »

Dreamforce 2013: LiveOps + Sales Cloud + Service Cloud = Super Agents

LiveOps Super Agents

It’s a bird. It’s a plane. No, it’s Super Agents! And they’re gearing up for the most anticipated and attended event in the industry. salesforce.com’s Dreamforce 2013 conference, held at San Francisco’s Moscone Center, is where you’ll find the LiveOps team of Super Agents next week. If you’re ready to start your contact center adventure,… Read More »

Reinventing the Contact Center: TwilioCon 2013 Recap

TwilioCon

As my colleagues would attest, I tend to get excited about change, particularly in the telecom industry; thus, my excitement level going intoTwilioCon 3 was completely off the charts. With the promise of new features, fascinating keynotes and deeper overall engagement by the LiveOps team, I knew this week would be a defining moment in… Read More »

Upsell Series: 3 Tips for Inbound Call Center Upsell Results

Upsell Series

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 »

Staying the Course in a Social Customer Service Storm

British Airways

Turning Contact Center Agents Into Lead Generators

Turning Contact Center Agents into Lead Generators

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 »

The Holy Grail – Beyond Service to Customer Experience

Ilan Dar on stage during "How to Build Stronger Customer Relationships Using the Cloud" panel session at ITEXPO West.

Brands Still Stumped by Social Customer Service

CRMe-Post-Image_Smaller

Capitalizing on the Social Enterprise Begins and Ends with the Consumer

photo_Marty-SVIS13-300x251

If social media and digital content have been years in the making and are now used by billions, why then are brands still trying to understand how best to leverage them? In the end, with all that’s been said and done, captured and shared, liked and retweeted, there is still one burning question on the… Read More »

It’s Time to Weather the Storm: Are You Ready?

file000207282650-1024x592

Is your contact center prepared to weather any storm? The official start of the Atlantic hurricane season was June 1, and the National Oceanic and Atmospheric Administration is already predicting an extremely active season this year, with three to six major hurricanes in our future. During recent decades, hurricane preparedness in the U.S. has been… Read More »

Transforming Emergency Call Centers into Contact Centers

file000582545493-768x1024

“Help! Somebody text 911!” Chances are this is not a phrase you’ve heard before, and for good reason. According to the National Emergency Numbering Association, out of more than 6,000 emergency call centers in the U.S., fewer than one percent have implemented the technology needed to monitor text messages. However, many people believe that texting… Read More »

Good Service Makes Good Business Sense

Good Service Makes Good Business Sense

In today’s hyper-connected world, strong ethics in customer service can indeed deliver real and sustained business value. Georgetown University, with its historical focus on ethics, ability to anticipate the future of business and proactive engagement in the world—go out and do good—gets this.  Neil Ashe, president and CEO of Global eCommerce for Wal-Mart Stores, Inc.,… Read More »

IRCE and the Retail Pivot Point

iPhone-in-Hand-274x300

The biggest challenge (and opportunity) that retailers face today may just fit in the palm of their hands – The Smartphone. The challenge we see is two-fold: There are more than one billion smartphone users worldwide demanding an m-commerce experience and service that rivals what they’d get in person, but there is a shocking lack… Read More »

LiveOps Named OnDemand Top 100 Private Company for Third Consecutive Year

AlwaysOn OnDemand Top 100

What major problem is your company trying to solve? Is the market ready for you? Are you gaining traction? These were the questions buzzing around the networking launch party for OnDemand 2013 last night in Palo Alto. Each year, this two-day event draws some of the brightest minds and top entrepreneurs to discuss and debate… Read More »

Say Goodbye to Alt-Tab Hell; Welcome Social, Multichannel Support Environment

Agent Experience

I recently had the pleasure of speaking at a roundtable event hosted by CRM Magazine on the topic “How To Build A Multichannel Support Environment.” During this time, my fellow participants, Voxeo, Angel, Nuance, and I discussed the need for brands to address their customers across all of their preferred communications channels, as well as… Read More »

Scaling Up to Meet a Challenge: 3 Industry Secrets for Smarter Customer Engagement, Part 2

Busy Mall

Find major holidays to be challenging on your brand’s customer service department? Picture this: It’s Memorial Day, and your company is having its annual sale to celebrate the extended weekend. Your retail locations are packed with customers, resulting in long waits and lack of merchandise on shelves. Sales associates are offering rain checks, but some… 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 Boise, Idaho, we want to extend our hand and welcome new members to the LiveOps Agent Community…. Read More »

Call Me (Definitely): 3 Industry Secrets for Smarter Customer Engagement, Part 1

Secrets for Customer Engagement

With the rise of the multichannel environment, customer service has turned into the Wild West, and controlling customer engagement across all channels seems more difficult than jumping onto a moving train. Brands must now work harder than ever to attract and maintain customers, and this often means tapping into an outsourced resource for help. Want… Read More »

Contextual Routing and the Next Generation of Customer Experience Management Technologies

Keith Acquisition blog image

I joined LiveOps because of the company’s reputation for leading change in the industry and being on the cutting edge of technology, and I have yet to be disappointed. We were the first to offer a truly cloud-based contact center with our LiveOps Platform, the first to introduce a fully integrated multichannel desktop with LiveOps… Read More »

Putting Disruption in “Context”

lo

In 2011, I was presented with the opportunity to both lead one of the fastest growing cloud contact center companies in the world – LiveOps – and to disrupt a once stagnating industry – the contact center. Since that time, we’ve introduced our LiveOps Cloud Platform and have grown that business by more than 55… Read More »

Financial Services + Contact Center Outsourcing = Recipe for Customer Service Success

piggy

How can a financial services company “ensure” a great insurance buying experience? The answer to this question was just one of many secrets we revealed during our webinar on “The Secret Sauce Behind Great Customer Experience,” where we were joined by Tiffani Montez, Principal Analyst for eBusiness & Channel Strategy at Forrester Research; Ray Burton,… Read More »

Giving Thanks To Keep Customers Coming Back

Thanksgiving Blog Image

Yes, it’s that time of year again. Shades of orange, red and brown surround us, the smells of turkey and fall leaves are in the air and people are giving thanks for family and friends. For brands, it’s also a time of year to give thanks – for business successes, dedicated employees and, most importantly,… Read More »

And That’s a Wrap on Dreamforce 2013!

20131118_165508

As dawn broke on the fourth and final day of Dreamforce, attendees were relieved to see that clear and dry skies awaited them outside San Francisco’s Moscone Center. The year’s event was bigger than ever and there is always a certain excitement in the air when such innovative minds and companies gather all in one… Read More »

The Rise of the Customer Company

Benioff keynote day 2-blog

A little drizzle didn’t stop Dreamforce attendees in San Francisco from lining up bright and early on day two of the conference to catch salesforce.com CEO Marc Benioff’s keynote presentation. And they certainly weren’t disappointed. Within the first 45 minutes of the presentation, guests were treated to performances by Huey Lewis and the News and… Read More »

Innovating For the Internet of Customers

Benioff

Every fall San Francisco seems to get a little “cloudy.” And I’m not just talking about your usual Bay Area fog. When salesforce.com rolls out the blue carpet, you know that the Bay Area is getting ready for the always-anticipated Dreamforce, the world’s largest cloud computing conference. This year’s conference has drawn over 120,000 attendees from… Read More »

Dreamforce 2013: LiveOps + Sales Cloud + Service Cloud = Super Agents

LiveOps Super Agents

It’s a bird. It’s a plane. No, it’s Super Agents! And they’re gearing up for the most anticipated and attended event in the industry. salesforce.com’s Dreamforce 2013 conference, held at San Francisco’s Moscone Center, is where you’ll find the LiveOps team of Super Agents next week. If you’re ready to start your contact center adventure,… Read More »

ERA D2C Wrap-Up Part 1: Keep Your Eyes on the Road and Your Contact Center “Trendy”

ERA-Part-1

“Stop looking in your rearview mirror to see how things have been done in the past…Look through your windshield to see what is coming down the road ahead.” This statement made by Jeff Tobe, certified speaker and “The Guru of Creativity,” really stuck with me following his keynote at last month’s ERA D2C event. He… Read More »

“Jobs” in the Cloud

C2SV_Logo_Color_thumb_slim_lg

Many have been wondering, does the next Steve Jobs walk among us? Thanks to the innovation of the cloud, perhaps he or she is virtually connected to Silicon Valley. While at the inaugural Creative Convergence Silicon Valley (C2SV) event in San Jose a few weeks ago, I joined Nolan Bushnell, Steve Wozniak, John McAfee, Robert… Read More »

Upsell Series: 3 Tips for Inbound Call Center Upsell Results

Upsell Series

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 »

3 Secrets to Running a Successful Workforce on Demand

Sanjay-at-Crowdsourcing

It’s clear that with all of the social and macro-economic changes occurring in the workforce, companies are facing new opportunities when it comes to managing their people resources. The cloud has enabled a large amount of flexible, on-demand workers among the United States’ workforce of 144 million, allowing customer service managers to scale the size… Read More »

Staying the Course in a Social Customer Service Storm

British Airways

Turning Contact Center Agents Into Lead Generators

Turning Contact Center Agents into Lead Generators

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 »

The Holy Grail – Beyond Service to Customer Experience

Ilan Dar on stage during "How to Build Stronger Customer Relationships Using the Cloud" panel session at ITEXPO West.

Humanizing the Customer Experience

Humanizing the Customer Experience

Quick! What’s the first image that pops in your mind when you hear “customer service”? Twenty bucks says that you just imagined a customer service agent. What were you feeling the last time you contacted an agent?  Technological capabilities have helped streamline interactions and created better customer experiences, but how can companies step it up… Read More »

Brands Still Stumped by Social Customer Service

CRMe-Post-Image_Smaller