No matter how you try to spin it, customer service is NOT one size fits all. Every brand is different and has customers with unique needs and concerns. Creating a… READ MORE

Introducing membership opportunities is one of the best ways to gain loyal customers and brand advocates. It’s important to ensure these VIP customers are receiving exceptional customer service when they… READ MORE

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