In Touch Contact Centers

Resources

Case Study: Reducing Redundancies with AI

Filling out forms is easy… right? It just got a lot easier. Technology is transforming the customer service industry, and we are leading the charge with our Laivly tech division, building cutting edge solutions for our agents to work with every...

Thought Paper: The Power of Employee Engagement

An inclusive, dynamic workplace creates stronger employee engagement, but the ripple effect of this can become much more. Believe it or not, workplace culture can actually lower the workload for recruiting teams come ramp season. Here’s why:

Case Study: How We Win At Ramp

With ramp season in full swing, it’s important to think about how to not only survive, but to thrive during your busiest time of the year.

Case Study: Email Response Efficiency

Technology is transforming the customer service industry, and we are leading the charge for this transformation with our team at Laivly, by building cutting edge technology solutions for our agents to work with every day. 

Thought Paper: Recruitment Roulette: The Importance of Brand Identity

 

Finding candidates that fit a brand identity is invaluable in the customer care industry, where retention is constantly a losing game. Here's why: 

Thought Paper: Winning With Insights & Analytics

 

Diving deep into insights positively impacts customers, employees and the bottom line by creating: 

Thought Paper: Scaling Culture Through Transformation

 

It’s possible to defend and continue building culture, no matter how big a company gets. Some key things to keep in mind:

Thought Paper: Empowering Teams In The Age Of The Customer

 

Empowering customer care teams to make autonomous decisions might sound risky, but it’s more important than ever. How can you ensure that teams are equipped to give...

Thought Paper: Building Customer Trust With Data Security

 

Customers have more trust issues than ever before, especially when it comes to giving away their personal information. That's why data security programs needs to be top priority.

Thought Paper: Driving Change Beyond The Contact Center

 

In the customer service world, there is a ton of data available to help navigate operations.

These metrics also help to:

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