Liveops Leads BPO Evolution with Cutting-Edge Agent Experience Solution
Liveops at a Glance:
For over two decades, Liveops has been at the forefront of cloud contact center solutions, revolutionizing customer experience with cutting-edge technology and a flexible, scalable customer service solution. As a pioneer in the industry, Liveops continues to push boundaries, leveraging AI and machine learning to set new standards in contact center performance and efficiency.
What Got Us Here:
Since its inception, Liveops has created a vast network of independent contractor agents, skilled in sales and customer service across numerous verticals. Committed to maintaining its pioneering edge in the industry and continually elevating its service excellence, Liveops identified an opportunity to create a unified agent experience platform. This platform would serve as a central hub for knowledge, support, community engagement, and gamification, with an easily customizable interface to cater to various partner brands.
The key challenge was to consolidate a vast array of knowledge articles, message boards, and support resources that were critical for agent performance but scattered across disparate systems. By investing in Salesforce and partnering with NeuraFlash, Liveops reaffirmed its commitment to innovation and best practices, driving forward its mission to elevate both agent and client satisfaction.
What Was Accomplished:
Liveops' collaboration with NeuraFlash resulted in the development of an enhanced experience cloud solution, designed to optimize customer service. The outcome was a single location for agents that solved for two critical needs:
1. An intuitive help portal system
2. A dedicated platform for agent community engagement and learning
This integration exemplifies Liveops' forward-thinking approach, providing independent contractors with access to knowledge bases and improving their ability to efficiently address customer needs.
Key achievements include:
- Improved UI/UX Design: Enhanced, intuitive, and visually appealing user interfaces.
- Better Navigation: Implemented best practices for easy access to support content.
- Higher Deflection Rates: Strategic content presentation reduced direct agent interactions.
- Personalization: Tailored content for user segments based on lifecycle or client using audience segmentation.
- Authentication Emphasis: Design changes encouraged authentication, optimizing user experience.
- Custom Components: Expanded functionality customized for each client enhancing the overall agent and customer experience.
The custom-built knowledge center introduces gamification elements, motivating agents to continuously improve their skills. This gamification, combined with the user-friendly interface, sets Liveops apart, enhancing agent performance across all associated brands. By connecting knowledge elements directly to Salesforce, Liveops has made it easier for agents to engage in continuous learning and strengthen their expertise, resulting in superior CX across the board.
The Future of Service:
By transforming their business with Salesforce and NeuraFlash, Liveops has once again demonstrated its pioneering spirit in the CX outsourcing space. The new platform incorporates strategic content presentation during the contact support flow, leading to higher deflection rates and quicker issue resolution. This innovation allows agents to support brands more efficiently, boosting satisfaction and enabling teams to focus on high-impact issues.
The use of audience segmentation to personalize content for different user segments showcases Liveops' commitment to tailoring solutions for individual needs – a critical feature given the diverse range of brands and industries they serve.
Liveops Drives Industry-Leading BPO Performance:
As a trailblazer in the BPO industry, Liveops leverages cutting-edge technology to excel, focusing on innovation and agent empowerment. This forward-thinking approach enables them to provide exceptional service, meeting current customer demands while anticipating future trends.
Liveops' comprehensive approach to agent empowerment and knowledge management reinforces its pioneering position in CX outsourcing. By consistently delivering innovative solutions that drive performance and client satisfaction, Liveops ensures their clients stay ahead of the competition. The new agent experience platform is the latest example of how Liveops sets industry standards, addressing current CX needs while preparing for emerging opportunities. This dedication to innovation solidifies Liveops' role as a transformative force in the BPO landscape.
NeuraFlash at a Glance:
NeuraFlash is a leading AI and Consulting/ ISV Partner of Salesforce and AWS. Their mission is to help businesses reimagine how they deliver personalized service and sales experiences that scale, empower teams, and uncover revenue. Working across industries, NeuraFlash enables intelligent business automation that drives real-time ROI.
