Category: Insights

The 2020 Holiday season is certainly different this year. Christmas appears to be arriving immediately after Thanksgiving and Black Friday has been spread across the whole of November and December - everything looks different thanks to the COVID-19 pandemic. One thing has not changed though,

Before the Covid-19 pandemic there was a common fear amongst customer service executives that if their agents worked from home then quality, productivity, and security would all be at risk. The pandemic demonstrated that none of the work from home disasters they expected need to

What happens when your contact center doesn’t have enough trained professionals ready to handle your customers? Those customers end up waiting a long time for their call to be handled - or they just give up. Customer satisfaction drops into the basement. But what about

Many modern products or services require a multilingual customer service strategy. In the US we generally think of just English and Spanish being supported by contact centers, but consider all those US companies that are exporting to Europe, Asia, or beyond. They need to build

Covid-19 cases in the US took a dip in the right direction in September, but now they are increasing again. Partly driven by the colder fall weather forcing people inside more often and partly because people are just fatigued with the restrictions, we are seeing about

This is the final article in a series of four where I have been explaining the opportunities and value that can be achieved by exploring GigCX. In this article I will be exploring transparency - please look back at my previously published articles to see the entire

This is the third article in a series of four where I will be explaining the opportunities and value that can be achieved by exploring GigCX. In this article I will be exploring how GigCX can offer improved business resilience by helping to enhance flexibility.

This is the second article in a series of four where I will be explaining the opportunities and value that can be achieved by exploring GigCX. In this article I will be exploring how GigCX can offer greater business agility. One of the biggest problems

Since being founded in 2003, LiveXchange’s core operating policy has been in creating success for all, promoting diversity and inclusiveness in our workplace. We go beyond our own workplace by developing and supplying our customers with technology and remote work models that support and promote

This is the first article in a series of four where I will be explaining the opportunities and value that can be achieved by exploring GigCX. In this article I will be exploring how GigCX affects the cost of your customer service operation. Fixed costs.