Liveops, Inc.

The 2018 Call Center Industry Report

Hear from 750+ customer service professionals who told us about their call center strengths and weaknesses.

What you'll learn from this whitepaper

How customer service leaders rate the importance of agent quality overall and what characteristics broken out.

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This is useful for:

Customer service personnel that want to learn about the state of the call center industry. Learn why a remote agent model can boost your CX.

The state of sourcing agents and how to keep agents engaged with incentive programs.

Demand spikes happen but are customer service leaders prepared? Unplanned events can mean unreliable agent forecasting needs.

The 2018

Call Center

Industry Report

Hear from 750+ customer service professionals who told us about their call center strengths and weaknesses.

Agent quality

Sourcing & incentives

What you'll learn from this whitepaper

Demand spikes
forecasting

Demand spikes forecasting