Flowers and Mother’s Day go hand-in-hand. But celebrating so many moms on a single day can create an overwhelming spike in demand for a flower company. So when one of the largest online flower retailers came to LiveOps again this year to handle calls for the flower-heavy holiday, we understood the challenge.
In addition to the huge call volume that comes in every year, the other thing we can count on is that our community of independent agents loves this opportunity and can’t wait to start taking calls for the occasion. As we have done previously, we created a special community of agents focused on this specific retailer. (more…)
In my role with LiveOps, I have been evangelizing about the future of work for years. Our company has been committed to this idea since it was founded, and despite some roadblocks and challenges, we’ve continued to pursue the idea that people should be able to work on their own terms. Freelancing is where work is headed. But this is a big change to traditional notions of employment in this country. And change is not always easy. (more…)
As anyone who knows me will tell you, I’m very passionate about what we do at LiveOps – not only because of the role we play in evolving the customer service industry, but because it creates an innovative and quality model for work. I couldn’t help but think about our work as I read the State of the Union address. A number of points struck a chord with me as a CEO but the one idea that resonated the most was: ”We do big things.”
It reminds me of my time at eBay – we did so many big things – and this same spirit and opportunity is the reason I chose to join LiveOps. We have been doing many big things. But, amazingly, the most rewarding part is not in the “bigness,” but in the individual pieces that are ultimately responsible for building a powerful (and big) story.
In the Internet world we used to have a phrase – you probably know it (and you probably loathe it): Go Big or Go Home. Although I believe that anything worth doing is worth doing with every ounce of your being or not at all, that’s not what I’m talking about here.
Going Big in this era is about something else. We at LiveOps are proud of the innovation and leadership role we play in transforming how sales and service work is done in contact centers. (more…)
Innovation has become an overused buzzword. That’s dangerous because people could tune it out and that would have big ramifications. All great change in the world comes from innovation; it is so vital to building a better future. We can’t afford for it to become overplayed and tired.
We love talking about innovation because it’s inherently attached to hope and wrapped in inspiration. It sounds a lot less scary than previous topics I’ve written about such as Meritocracy or The Spirit of And. And, yet, innovation actually carries much more risk. True innovation rests on trying, failing, and trying again. (more…)