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

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

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

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

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

  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

  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

  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

  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

  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