LiveOps Resource Library

New! Happy Agents, Happy Customers: A Strong Case for an Integrated Multichannel Desktop in the Cloud

Tune into this on-demand one hour webinar and hear Richard Snow, VP Research at Ventana and Siobhan Payet, UK Director, LiveOps, present several findings from Richard's recent desktop research report which support the notion that empowering your agent community with an integrated multichannel desktop including voice, email, chat, SMS, FB and Twitter will drastically improve the customer experience and your business bottom line.

New! The Agent Experience and its Impact on the Bottom Line: A Research Study on the Effect of Social and Traditional Technology

The connection between agent experience and customer experience and its bottom-line impact has been inferred over the years, but a new study conducted by LiveOps and Dr. Natalie Petouhoff’s Customer Experience Research Group looked more closely at this impact on both operational costs and revenue generation in the contact center.

New! Infographic: Happy agents result in happy customers

The satisfaction of your customer service professionals has a direct impact on the bottom line of your business. A better agent experience equals a better customer experience, which equals a better customer lifetime value. Check out this inforgraphic for more information.

Four Trends That Are Defining the Future of Customer Service

Organizations that excel in customer service usually ensure that their agents, processes and technology are optimized to perform well at all times. By continually evaluating shifting trends in customer behavior these organizations are able to stay ahead of the myriad of challenges facing their agent community and ensure that through a better agent experience they can deliver a better overall customer experience. In this webinar Kate Leggett, Principal Analyst from Forrester Research and Ann Ruckstuhl, CMO at LiveOps review four of the hottest trends that are helping to define the future of customer service today and how you can stay ahead of them.

How to Build a Multichannel Support Environment

When your customers or prospects call, email, text, post, tweet, visit or chat will your company be there? Will it respond quickly and efficiently enough? In this on-demand webinar you will hear from industry experts from LiveOps, Voxeo, Angel and Nuance as they discuss how their companies are addressing these and other multichannel support challenges.

Deliver the Optimal Customer Experience at Less Cost with an Integrated Multichannel Desktop in the Cloud

Join Omer Minkara, noted Customer Experience and Service Management Research Analyst with the Aberdeen Research Group, and Kieron Lawson is Chief Technology Officer, Cloud Applications at LiveOps, as they present several unique findings from recent research which support the notion that a better agent experience equals a better customer experience.

Maximize the Agent Experience to Deliver Exceptional Customer Experience

Dr. Natalie Petouhoff, author and Social Media Strategist and Kieron Lawson, LiveOps CTO of Applications, as they discuss recent findings from Dr. Petouhoff’s latest contact center agent research. You’ll hear real world testimonials and data that explain the why now is the time to migrate to an integrated, multichannel desktop and what you should look for when making this purchase decision.

A Streamlined, Modern Interface

Inspired by modern web design and consumer-driven applications, the fresh look of LiveOps Engage is designed especially for today’s multichannel contact center agent.

360 Degrees of Customer Satisfaction

Whether it's a phone call, email, chat session, SMS, Facebook post or Tweet, the message and phone panels in LiveOps Engage are integrated within a single window, making it easy-to-use and faster to respond without having to switch applications.

Improve Multichannel Agent Productivity

Within a single window and with minimal clutter, LiveOps Engage puts the customer record front and center, with the most critical and recent information in clear view. The agent can then drill-down easily for more details – since all of the customer’s interaction history, across every channel, is there in one place.