LiveOps Blog

Back to the Basics: Customer Service 101

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 »

Connecting Rural Communities with 21st Century Work Opportunities

Connect Iowa

I was recently honored to represent LiveOps among industry influencers at the Connect Iowa Broadband Summit, discussing Iowa’s broadband efforts alongside state leaders and industry professionals. The work of these individuals, organizations and programs has the potential to open up a new world of at-home work opportunities for their communities through broadband access and training…. 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 »

Manage Those Tweets to Avoid the “Mute” Button

Source: Daily Inbox

You’re watching your favorite show on TV when it goes to commercial break. There is a noticeable increase in volume and you look around, wondering if the remote got stuck between the couch cushions. Nope—the advertiser (or the TV station) did it automatically and intentionally to catch your attention. You search for your remote and… Read More »

Contextual Routing: Serving Customers Better Because You Know Them Better

170153108

For the past 29 years, I’ve observed contact center, customer service and CRM software vendors produce increasingly robust sales, marketing and customer service applications. This includes companies like LiveOps – a leader in the cloud contact center and customer service space – who continue to break new ground, integrating multichannel technology and leveraging big data… 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 »

Read the Signs: 3 Industry Secrets for Smarter Customer Engagement, Part 3

LiveOps Customer Experience Infographic

Is there a crystal ball for running a smooth contact center operation? You bet. Let’s start with an analogy: You’re cruising down the freeway when an indicator light in your car comes on. You check the dashboard and don’t recognize the light. “It’s just an indicator light,” you say to yourself. “I’ll check the manual… Read More »

Back to the Basics: Customer Service 101

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 »

Manage Those Tweets to Avoid the “Mute” Button

Source: Daily Inbox

You’re watching your favorite show on TV when it goes to commercial break. There is a noticeable increase in volume and you look around, wondering if the remote got stuck between the couch cushions. Nope—the advertiser (or the TV station) did it automatically and intentionally to catch your attention. You search for your remote and… Read More »

Contextual Routing: Serving Customers Better Because You Know Them Better

170153108

For the past 29 years, I’ve observed contact center, customer service and CRM software vendors produce increasingly robust sales, marketing and customer service applications. This includes companies like LiveOps – a leader in the cloud contact center and customer service space – who continue to break new ground, integrating multichannel technology and leveraging big data… 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 »

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

Back to the Basics: Customer Service 101

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 »

Read the Signs: 3 Industry Secrets for Smarter Customer Engagement, Part 3

LiveOps Customer Experience Infographic

Is there a crystal ball for running a smooth contact center operation? You bet. Let’s start with an analogy: You’re cruising down the freeway when an indicator light in your car comes on. You check the dashboard and don’t recognize the light. “It’s just an indicator light,” you say to yourself. “I’ll check the manual… 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 »