Customer service leaders from around the world convened at Caesars Forum in Las Vegas from June 9 to 12, 2025, for Customer Contact Week (CCW). The event focused on transforming the future of contact centers.
Liveops used this platform to demonstrate its commitment to smarter scaling, inclusive workforce strategies, and human-first innovation. AI was a significant topic at CCW 2025, with discussions centered on using AI as a support tool rather than a replacement for human talent. The emphasis was on enhancing decision-making, streamlining workflows, and improving service delivery through AI.
Attendees explored how AI is reducing repetitive tasks and providing real-time insights, allowing agents to focus on complex interactions. The consensus was that AI should complement people rather than compete with them. Ethical implementation and quality training data are crucial for ensuring AI enhances the agent experience.
On June 12, Liveops presented a session titled “Scaling Smarter: The Future of Flexible Customer Service.” This session featured Molly Moore, Chief Operating Officer of Liveops; Jon Brown, SVP of Client Results at Liveops; Chad Lovell, President of Insurance at Centerfield; and Brian Gebhardt, Chief Operating Officer at Saferide. They discussed flexible staffing models that help organizations scale while maintaining customer service excellence.
Key points included responding to unpredictable volume surges with flexible agent models and the operational benefits of flexible staffing. Empathy, expertise, and agility were highlighted as core differentiators in a hybrid tech-human future.
During the event, Liveops was recognized as a finalist for the CCWomen Best Workplace for Gender Equity Award. This acknowledgment reflects their efforts to promote a diverse workforce where opportunity is accessible to all. With 75% of their company and 77% of their nationwide agent network comprising women, Liveops continues to lead by example in equitable work within contact centers.
CCW 2025 reinforced Liveops' belief that while customer experience is evolving with AI enhancements, people remain central. As organizations reconsider how they scale support—whether seasonally or during crises—Liveops positions itself as a partner offering solutions built around human connection.