Resources

November 26, 2019

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,… READ MORE
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November 5, 2019

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… READ MORE
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October 29, 2019

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… READ MORE
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September 24, 2019

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… READ MORE
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September 3, 2019

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… READ MORE
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July 30, 2019

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… READ MORE
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June 27, 2019

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… READ MORE
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May 23, 2019

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… READ MORE
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April 26, 2019

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… READ MORE
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March 14, 2019

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… READ MORE
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