Thought Paper: Employee Retention and Self-Service Technology in the Contact Center Industry

Attrition rates among frontline agents are double, sometimes triple, that of other industries, averaging between 30% to 45%, and this attrition does not decrease simply with wage increases. In fact 45% of Millenials will likely quit a job due to sub-standard technology. We created a self-service technology, called Superpunch, to improve attrition rates across our global contact centers. Superpunch allows ... Read More

Key Engagement Drivers for At-Home Employee Models

In contact centers, attrition rates among frontline agents are double, sometimes triple, that of other industries. Research indicates that this high level of attrition is largely due to employees not feeling empowered in their work and having little visibility into their performance and career path. Companies are often looking for innovative ways to tap into their agents’ drivers and deliver ... Read More

Work-From-Home Agent Models: Key Considerations For A Seamless Agent Experience

Transitioning an on-campus contact center program into a work-from-home (WFH) agent model requires many key considerations. Whether in a time of crisis (such as the current global pandemic) or simply as a strategic business decision, work-from-home agent models are changing the landscape of the contact center industry. Our typical work-from-home model operates as a hub-and-spoke, with agents receiving training and ... Read More

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, building cutting edge solutions for our agents to work with every day. In our partnership with a world-leading beauty retail brand, we leveraged our artificial intelligence assistant, SIDD, to improve ... Read More

The Future of Contact Centers: Where Will Technology Take Us?

At a time where technology is changing at a rapid rate, the future becomes nearly impossible to accurately predict. The reality is that these technological advances have resulted in major changes to both customer and employee experience. WHAT DOES THE FUTURE OF CUSTOMER CARE LOOK LIKE? We recently hosted a discussion at SOCAP Canada to collaborate with other thought leaders ... Read More

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 to work with every day. In our partnership with a high-end beauty brand, we leveraged our artificial intelligence assistant, SIDD, to improve their email response process. Our SIDD Email implementation ... Read More

Innovative Ways to Win the Fight for Talent

WINNIPEG, Manitoba. September 19, 2018 – LeGrand Bonnet, Senior Vice President of Operations at 24-7 Intouch, will be leading an interactive roundtable session at Frost and Sullivan’s 14th Annual Customer Contact Executive MindXchange. The event takes place October 21-24, 2018 at the Arizona Biltmore in Phoenix. Bonnet’s session, titled ‘You’re Hired! Innovative Ways to Win the Fight for Talent’, is ... Read More

The Future of Work

In many industries and countries, the most in-demand occupations weren’t around 10 or even five years ago. In fact, 65% of primary school children will end up working in completely new jobs types that don’t even exist yet. With this in mind, take a moment to envision your workplace now and what it could look like in the future. Think ... Read More

We’ve Been (CX) Disconnected

2017 began with Harvard Business Review declaring that 86% of business leaders agreed that Customer Experience (CX) was vital for success. Yet only 50% of respondents of the latest Customer Experience Management Benchmark Series Report published by Execs in the Know and the COPC answered “Yes” when asked if their company’s leadership was fully committed to a customer-first strategy. But ... Read More

Why Technology Won’t Fix Customer Care

“Technology will solve all our problems!” Have you ever caught your customer care team saying that? From telephone switchboards to chatbots and automation, technology has been weaving its way into customer care for decades. These technologies are changing at a rapid rate, serving as tools to make customer care programs easier, more efficient and more human. Read: Three Technologies That ... Read More