Resources

September 22, 2021

Case Study: Investing in a Digital Strategy

Our investment into emerging technologies and development of our own proprietary tools are examples of our commitment to setting the pace in our industry, and rethinking traditional processes. … READ MORE
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September 9, 2021

Case Study: Winning on Performance

we win on performance by focusing on training for extensive product knowledge, hiring top talent, and creating opportunities for our teams to continuously improve. … READ MORE
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June 15, 2021

Customer Effort Score: A Key Metric for Your Digital Customers

Prioritizing metrics that matter most to your brand should not only be based on company culture and operational style, but also on today’s digital customers. As consumers change how they… READ MORE
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September 17, 2020

Case Study: Smart Home Automation

Smart home automation is a growing industry in this age of technology. If someone had told you 20 years ago that you could leverage smart technology in your home to… 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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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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February 13, 2019

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… READ MORE
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March 14, 2018

Thought Paper: Customer Satisfaction (CSAT) Surveying

CSAT surveys are an important tool used by brands to drive loyalty and gauge how every point of contact impacts the customer experience. Survey implementation considerations include: Survey goals (how… READ MORE
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November 2, 2017

Why Bother Measuring Customer Satisfaction? Part 2

In our last blog post, we talked about the importance of customer satisfaction surveys and the critical questions brands should ask themselves before they execute on the survey. This time,… READ MORE
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October 19, 2017

Why Bother Measuring Customer Satisfaction? Part 1

CSAT surveys are a powerful tool that companies can use to drive loyalty and ensure their customers are happy throughout their entire journey with your brand. Truly insightful analytics happen… READ MORE
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