Campaign Acknowledges Contact Center Agents Are Key to Customer Delight
REDWOOD CITY, Calif. – LiveOps, Inc., the global leader in cloud contact center and customer service solutions, launches the company’s first-ever, integrated national advertising campaign. Building on the momentum of LiveOps Engage™, the campaign implores customer service, sales and marketing leaders to “give your contact center agents the power to delight,” and make every customer interaction, on any channel, successful for the agent, the brand and the customer. The campaign kicked off this week in North America and runs through the end of the year.
“When 92 percent of consumers say that an agent’s perceived ‘happiness’ has an impact on their customer experience, that is not a statistic that can be ignored. With this campaign we’re acknowledging and enabling agent happiness because we understand that it is central to the consumer’s brand experience.”
“We set a new industry standard for modern agent desktop and cross-channel customer interaction when we introduced LiveOps Engage. Since its launch in January, we have more than doubled our monthly new customer acquisition rate. This is a powerful indicator that the decades-old contact center industry is accelerating towards cloud, social and multichannel contact center technology. The timing is now for us to get the word out,” said Ann Sung Ruckstuhl, SVP and CMO, LiveOps. “The dissonance between customer needs and brands’ ability to deliver multichannel customer service is palpable. Eighty-nine percent of consumers believe it is important to be able to communicate with companies on any channel, including social media, and still receive the same quality and efficiency of response. It is incumbent upon brands to empower their agents with the right multichannel applications to respond. With LiveOps Engage, agents are empowered to seamlessly interact with today’s tech-savvy consumers across voice, email, chat, social media and SMS.”
Central to the advertising campaign is the LiveOps Customer Success Formula: Better Agent Experience equals Better Customer Experience, which equals Better Customer Lifetime Value, or BAX = BCX = BCLTV™. This formula was derived from LiveOps Research, a collection of data resulting from a consumer survey and contact center surveys conducted with Harris Interactive and Dr. Natalie Petouhoff. From the research findings, released earlier this year, it became apparent that LiveOps needed to target and inform brands of the changing needs of consumers.
The “Power to Delight” campaign includes a series of online, print and outdoor advertising that focuses on five main themes:
- Super Agents – Agents can now deliver exceptional inbound and outbound customer service when empowered with 360-degree view of customer contact information and interaction history across channels.
- Channel Pivot – Agents can respond to a phone call, email, chat session, SMS, Facebook post or Tweet without having to switch applications or interrupt conversation flow.
- Customer Experience – Customers can now receive faster and better service on their channel of choice without having to repeat themselves and engage with different agents.
- Technology – LiveOps is investing in advanced technologies to improve customer experience, agent productivity and contact center effectiveness via the cloud, modern web applications, CRM integration and open API.
- Agent Happiness – Agent happiness is heavily influenced by their ability to perform their jobs well which in turn drives agent productivity, retention and ultimately customer experience.
In addition to highlighting business benefits, LiveOps’ “Power to Delight” advertising campaign promotes the fun and emotional aspects of being a super agent. The campaign features Super Agent Sam delighting in his ability to deliver outstanding customer service by breaking into celebration dances.
“Super agents, like ‘Sam’, are a fun, visual representation of a much bigger story,” added Ruckstuhl. “When 92 percent of consumers say that an agent’s perceived ‘happiness’ has an impact on their customer experience, that is not a statistic that can be ignored. With this campaign we’re acknowledging and enabling agent happiness because we understand that it is central to the consumer’s brand experience.”
About LiveOps, Inc.
LiveOps is the global leader in cloud contact center and customer service solutions. More than 300 companies around the world, including Salesforce.com, Symantec, Royal Mail Group, Ideal Living, and Amway New Zealand trust LiveOps’ technology to enable effective multichannel, social and mobile interactions with their customers. LiveOps’ award-winning platform has processed more than 1 Billion minutes of customer interactions and managed operations for the largest US-based cloud contact center of 20,000 home-based, independent agents. With 10+ years of cloud experience LiveOps is the partner of choice for companies wanting to migrate to the cloud. Headquartered in Redwood City, California with European regional headquarters in London, UK, LiveOps supports a wide range of industries including retail, financial, health care, insurance, and high tech. For more information visit www.LiveOps.com
