The 2025 Consero Customer Experience & Contact Center Forum was held at The Biltmore Miami in Coral Gables, Florida, from March 10 to 12. The event brought together industry leaders to discuss the evolving workforce equation and how companies can optimize their contact center operations through a mix of technology, outsourcing strategies, and talent models.
A key focus of the forum was flexibility in workforce management. Discussions highlighted how businesses are adapting their workforce models to remain competitive by focusing on innovation, efficiency, and sustainability. Attendees explored strategies for balancing insourced and outsourced talent, leveraging technology, and optimizing global versus domestic strategies to enhance customer satisfaction.
David Parkhurst, Liveops’ Senior Vice President of Sales & Marketing, led a roundtable discussion on the workforce equation. This session examined how businesses determine the best combination of internal agents, business process outsourcing (BPOs), and fractional models to achieve their goals. Participants discussed balancing technology with human talent for seamless customer experiences, weighing insourcing against outsourcing for various industries and needs, and considering domestic versus global workforce strategies for cost efficiency without compromising quality.
Networking and thought leadership were prominent throughout the event. David Parkhurst and the Liveops team engaged with attendees on topics such as AI's role in modernizing customer service, accessing top talent while maintaining flexibility, and driving value in the contact center industry.
Consero 2025 underscored the importance of adaptable workforce solutions that help businesses meet demand while improving customer experience. Liveops continues its commitment to providing flexible solutions that enable organizations to scale effectively, optimize costs, and deliver superior service.