Resources

February 11, 2020

Thought Paper: Put The “Custom” In Customer Service

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
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January 28, 2020

Case Study: Member Services Experience

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
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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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