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: Engaged employees are more likely to have higher retention rates These employees are also more likely to refer their friends to come work ... Read More

Case Study: How We Win At Ramp

With customer service 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. Some of the world’s most innovative brands choose us because of our ability to stay flexible during the busiest seasons. We pride ourselves on keeping our cool during unplanned volume spikes, such ... Read More

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. In our partnership with a high-end beauty brand, we leveraged our artificial intelligence assistant, SIDD, to improve their email response process. Our SIDD Email implementation ... Read More

Thought Paper: Recruitment Roulette: The Importance of Brand Identity

0:26   Recruiting candidates that fit a brand identity is invaluable in the customer care industry, where retention is constantly a losing game. Here’s why: Front-line individuals who are aligned with a company’s core values and brand are more likely to stay for 12, 18, 24 months and beyond.  Engaged and passionate employees will provide the best possible service to ... Read More

Thought Paper: Winning With Insights & Analytics

  Diving deep into customer service performance insights positively impacts customers, employees and the bottom line by creating: A meaningful understanding of what customers are thinking Easier strategic decisions Better customer journeys Download our thought paper to learn how to overcome common data challenges, drive programs forward and optimize other departments. Fill out the form to learn more.

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: Culture is learned behavior. It needs to start and end with leadership. Culture takes effort. It takes intentional focus, measurement and action. Culture is forever. Organizational issues will come and go, but culture is what people will ... Read More

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 world-class experiences every time? Provide ongoing training Create an empowered culture Thoughtfully recognize teams Fill out the form to learn more. 

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. A strong data security program provides: Confidence in BPO partners Foundation of trust with customers Safe and secure growth How do you ensure partners and customers feel comfortable with the people, ... Read More

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: Measure the customer journey Build loyalty Demonstrate the value of the contact center How do you bring this data to life in a corporate environment, find the right people to action it and build relevance around your customer ... Read More

Case Study: Luxury Automobile White Glove Service

Brands choose to partner with us because of our ability to become an extension of their brand in an outsourced environment. In our partnership with one of North America’s leading luxury automobile companies, we implemented a successful white glove program and achieved 100% retention among our team by immersing them in the brand’s culture, ultimately providing consistently high CSAT scores for our ... Read More