LiveOps Blog

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 »

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

Self-Service or Personalized Service?

Help Button

Dreamforce 2014: Reaping the Rewards of a High-Performance Contact Center

Dreamforce

Shellshocked Clouds?

Cloud Security

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

Dreamforce 2014: Reaping the Rewards of a High-Performance Contact Center

Dreamforce

How Can an Advantage Help Your Customer Service?

LiveOps Advantage Image

A Customer Service Serenade in the City of Blues

Customer Response Summit 2014

New Insight on Customer Service Metrics

Part 2: Six Benefits of the Cloud Contact Center

Last week, I discussed three benefits of a cloud contact center in my latest blog post. There’s more! Here are three additional reasons to implement a cloud contact center to better manage your customer journey. Ease of Management – On-premise contact centers are often fragmented, with agents assigned to specific channels and workstations running multiple… Read More »

Part 1: Six Benefits of the Cloud Contact Center

Do you remember when you first heard about the cloud? What about the last time you talked about the cloud in your business? In the last decade, it has become a permanent fixture on the technology scene and has displayed limitless benefits, changing business processes and collaboration forever. Initial skeptics may have doubted the cloud’s… 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 »

Valued Customer Time = Better Customer Experience

Photo Credit: Shep Hyken

You don’t need to conduct in-depth research to know that the top two complaints about calling a customer service line are long hold times and having to repeat an issue multiple times. Just in case you are the type that enjoys numbers, Accenture Global Customer Pulse Research found that 91 percent of consumers were frustrated… Read More »

ITEXPO West Recap

LO

Check Yourself—and Your 2014 Resolutions and Predictions

Photo Credit: Getty Images #82087964, by Tom Grill

Did you make any New Year’s resolutions this year? I did—I made a few, actually. Some of them didn’t last the month of January, while others are what I still consider a “work in progress” eight months later. For example, I’m still working on turning my “black thumb” into a “green thumb.” Judging by my… Read More »

Cloudy with a Chance of Pizza

Screenshot_1

Imagine phoning in a pizza order to a customer service agent who isn’t actually using a phone. How are they answering your call, you might ask. Via the cloud. That’s right. Next time you call in for pizza, you could be ordering pizza from the cloud, and we don’t mean a big, white fluffy one…. Read More »

Creating Better Customer Experiences by Partnering in the Cloud: LiveOps and Microsoft Dynamics

DrNatalie

The bottom-line? When you empower your customer service agents, you have the opportunity to delight your customers. Technology is key, but it actually takes more than technology to make that happen. It takes planning, people, process, strategy and then understanding how the technology affects both the person giving service (customer service agent), as well as… Read More »

Back to the Basics: Customer Service 101

liveops

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 »

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

Self-Service or Personalized Service?

Help Button

Dreamforce 2014: Reaping the Rewards of a High-Performance Contact Center

Dreamforce

Shellshocked Clouds?

Cloud Security

Part 2: Six Benefits of the Cloud Contact Center

Last week, I discussed three benefits of a cloud contact center in my latest blog post. There’s more! Here are three additional reasons to implement a cloud contact center to better manage your customer journey. Ease of Management – On-premise contact centers are often fragmented, with agents assigned to specific channels and workstations running multiple… Read More »

To Outsource, Or Not To Outsource: That is The Question

Screenshot_1

Are your customer service agents stretched thin? What about during special campaigns or promotions? Are you struggling with long wait times, unanswered calls or even dips in the quality of service when agents are rushing to get through a call to get to the next? Are those same agents sitting idle between business spikes? If… 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 »

Valued Customer Time = Better Customer Experience

Photo Credit: Shep Hyken

You don’t need to conduct in-depth research to know that the top two complaints about calling a customer service line are long hold times and having to repeat an issue multiple times. Just in case you are the type that enjoys numbers, Accenture Global Customer Pulse Research found that 91 percent of consumers were frustrated… Read More »

ITEXPO West Recap

LO

Check Yourself—and Your 2014 Resolutions and Predictions

Photo Credit: Getty Images #82087964, by Tom Grill

Did you make any New Year’s resolutions this year? I did—I made a few, actually. Some of them didn’t last the month of January, while others are what I still consider a “work in progress” eight months later. For example, I’m still working on turning my “black thumb” into a “green thumb.” Judging by my… Read More »

Back to the Basics: Customer Service 101

liveops

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 »

Online Dating, Big Data and Customer Service: A “Match” Made in the Cloud

Source: Blast Media

Match.com Founder Gary Kremen joked that his online dating service works so well his own girlfriend left him for another man she met on the site. Match.com and other dating platforms are able to utilize customer data and cutting-edge match-making algorithms to give their users exceptional and sometimes unexpected dating options. By harnessing the power… Read More »

The Customer Is Always Right (Even When They Are Wrong)

Customer Service Retail eBook_Image_7 14 14

“The customer is always right.” “The customer comes first.” “Customer service is not a department, it’s everyone’s job.” These are just a few of the most common quotes about customer service. In fact, there are pages and pages of them on the Internet, just waiting to be found. Why? I think the quotes explain it… Read More »

CEO Call to Action: Hang Up Your Contact Center Phones

Why Software Is Eating The World

“Software is eating the world.” Remember that famous line? Venture Capitalist Marc Andreessen declared this bold statement in a 2011 editorial for The Wall Street Journal. Those five words have had a significant impact on my time at LiveOps, so it comes as no surprise that we’ve joined the ranks of industry giants like Google… Read More »

Customer Service through the Looking Glass

Photo Credit: Simon Czapp/Solent/Virgin Atlantic

What’s the impact of wearable technology on the customer experience? We thought you’d never ask. Imagine a typical day in the not-so-distant future. Your customer is walking to their office. They pass multiple electronic billboards that begin to display custom ads based on that customer’s preferences and past purchases. How? The billboards are picking up… Read More »

What Makes a Powerful Customer Experience?

Routing Customer Interactions

Companies like Amazon are setting the pace for personalized customer experience and proactive problem solving. The difference between the Amazon experience and what customers actually get when they engage with a typical contact center is striking. Imagine the following scenario: There is a large assembly of your customers in one place. Some of them have… Read More »