Customer service is increasingly being recognized as a strategic factor in business growth, rather than just an operational expense. As competition intensifies, companies are focusing on the quality of customer service to build trust and foster long-term loyalty among their customers.
According to the press release, "The most successful organizations view service as a key growth lever, not just an expense to minimize. By focusing on customer service quality, businesses can boost satisfaction, increase repeat purchases, and convert customers into enthusiastic advocates. That kind of value doesn’t show up in a basic cost-per-contact report—it lives in the long-term health of the business."
Recent studies indicate that using AI-powered real-time guidance tools in contact centers leads to significant improvements in customer-related performance indicators. Companies adopting these technologies have reported higher annual increases in customer retention and satisfaction, as well as notable reductions in cost per contact.
The Aberdeen Group found that firms utilizing AI guidance tools saw a 3.3 times higher annual increase in customer retention and an 11.5 times better reduction in cost per contact compared to those not using such technology. These outcomes suggest that high-quality support contributes both to efficiency and positive financial results.
Additionally, a Gartner report from 2024 noted that 93% of customer service leaders consider driving customer loyalty their top priority. This highlights an industry-wide shift towards valuing relationships with customers through each interaction.
The press release states: "When we talk about quality in customer service, we’re also talking about performance—both in agent productivity and customer outcomes." Investments made toward improving quality lead to better agent productivity and more satisfied customers who are likely to return or refer others.
Research into journey mapping supports this perspective by showing that leading organizations generate up to 3.5 times more revenue from referrals due to delivering strong customer experiences.
Measuring the true value of quality involves looking beyond traditional metrics like average handle time or cost-per-contact. The press release recommends including measures such as CSAT (customer satisfaction), Net Promoter Score (NPS), first-contact resolution rates, retention lift, upsell revenue, reduced churn, agent utilization rates, and error reduction when evaluating success.
To embed quality as a central strategy within organizations, the press release suggests defining relevant KPIs for both efficiency and experience; investing in technology for agents; aligning outcomes with broader business goals; and maintaining a culture focused on ongoing improvement.
Liveops claims its distributed model ensures quality throughout every stage of service delivery: "In a flexible, distributed model like Liveops, customer service quality isn’t an add-on—it’s embedded throughout the entire lifecycle of service delivery."
The company points out its use of precision scheduling combined with trained professionals across different regions while maintaining compliance standards and secure infrastructure for consistent high-quality interactions.
As brands seek competitive advantages through enhanced loyalty and trust-building measures, providers like Liveops argue that effective customer service plays a crucial role—not only reducing costs but supporting sustainable growth over time.