REDWOOD CITY, Calif. & LAS VEGAS--(BUSINESS WIRE)--LiveOps, Inc., the global leader in cloud contact center and customer service solutions, today announced that Marty Beard, President and CEO, LiveOps, will present at the Electronic Retailing Association’s Direct to Consumer Convention (ERA D2C), taking place at the Wynn Las Vegas, September 24-26, 2013.
As a uniquely focused, direct-to-consumer marketplace event, the convention will address the roles of direct response, e-commerce, mobile and social media within the retail landscape. Multichannel agents covering voice, chat, email and social channels have now become a necessity, bringing retail brands value from both a customer service and sales perspective.
“The number of online U.S. adults using social media sites climbed from a mere 8 percent in 2005 to 72 percent in 2013. Likewise web chat usage rates have increased from 30 percent in 2009 to 43 percent in 2012. The evidence is clear: how consumers communicate is changing and brands need to adapt,” said Beard. “The inclusion of text channels—chat, SMS and social media—with voice, offer more opportunities for retailers to do two important things: personalize and capitalize on customer service and sales engagements. Through the LiveOps Platform, multichannel agents are empowered to deliver better customer experiences and provide retailers with opportunities to increase customer loyalty and revenue across all customer interactions.”
For direct response marketers, providing superior customer service and identifying sales opportunities is at the heart of their business. With the advent of social, mobile and multichannel-savvy consumers, the knowledge, skills and technologies needed to deliver great customer service has also changed. A fully integrated agent desktop, such as LiveOps Engage, is key to streamlining multichannel interactions, delivering great customer experience, increasing agent productivity and ultimately increasing sales.
“Through my experience with the LiveOps community of more than 20,000 independent contractor agents, I have witnessed, firsthand, the changes in consumer expectations and communication preferences and the resulting evolution of agent services,” said Sanjay Popli, Senior Vice President, Agent Services, LiveOps. “The consumer is driving change. With more than 52 percent of consumers opting for interacting with customer service centers across three or more channels, it is no longer realistic to expect customers to do business with brands who only offer a single channel for interactions.”
Attendees to this year’s ERA D2C Convention will have multiple opportunities to hear from LiveOps about how to succeed in today’s consumer-driven retail environment, including ERA Master Series sessions and LiveOps Learning Sessions.
ERA Masters Series:
Session: Satisfaction Guaranteed? Is Pay-for-Performance Marketing Too Good to be True?
Date: Wednesday, Sept. 25
Panelists: LiveOps Director of Professional Services for Direct Response, Astrid Hunton, will join Danette Dickerman, Director of Media & Duplication Services, R2C Group, and Bonnie Schalle, President and Owner, E&M Media Group, on this panel moderated by Sally Dickson, MMSI President.
Attendees will hear how performance-based media provides efficient and profitable media mix options for savvy industry regulars and new businesses that know how to crack the code. But with success literally guaranteed by definition, pay-for-performance media still has many marketers questioning if it’s a fit for their campaigns. This unique ‘progressive roundtable’ discussion featuring panelists asking one another questions will focus on the benefits, the pitfalls, and the practices of pay-for-performance media campaigns, as well as the secrets to maximizing your results. With careful planning, the right mix of performance-based and traditional cash media can lead to big rewards.
Session: Retail’s Pivot Point: Monetizing Every Customer Interaction
Date: Thursday, Sept. 26
Panelists: LiveOps President and CEO, Marty Beard and Lee R. Swanson, Vice President of Telemarketing, Beachbody LLC, will participate in a conversation led by Darren Todfield, President, Leisure Time, Inc.
Attendees will learn about how in the past 10 years, technology and the onslaught of mobile and social have forced retail brands to adapt rapidly in order to keep up with customer preferences and expectations. However, one thing that hasn't changed is the ever-present goal of increasing revenue. How can brands not only embrace the socialization and mobilization of the consumer, but capitalize on these new methods of interaction? Which direction should retailers “pivot” their customer service department to make the most of customer communications? In this session, panel members will discuss how retailers can create and leverage “super agents,” a new breed of contact center agents who are able to transform customer service interactions into revenue optimization opportunities and exceed service expectations. Attendees will leave with an understanding of how additional communication channels can offer more ways to monetize customer interactions, as well as the value of live customer service agents as the best way to connect with customers and increase revenue simultaneously.
LiveOps 2013 Learning Sessions:
With a history of receiving national recognition for its development of learning materials specifically for the direct response industry, LiveOps has created mini learning sessions specifically for event attendees. Each session will be offered daily during the convention in LiveOps corporate suite. The schedule will be posted outside the entrance to the suite and is available online at: http://cloud.liveops.com/ERALiveOpsSessions?
LiveOps Learning Session: IVR Best Practices
When and how should a marketer use an IVR to answer its calls? Is IVR the right solution for all low-cost products? Attendees to this session will learn many of the secret ingredients that make for a successful IVR campaign.
LiveOps Learning Session: Writing the Winning Telemarketing Script
The commercial drives the call, but rubber meets the road when the caller hears the first words of a compelling script. Attendees to this session will learn from the pros on what converts calls to orders.
LiveOps Learning Session: The Secrets of Post Transaction Profits
A caller just bought your product. So now what? Attendees to this session will learn how to monetize every call so it delivers the highest ROI for the media. LiveOps experts teaching this session are responsible for doubling profits for many of their clients through affinity marketing programs.
To register or learn more about ERA D2C, please visit: http://www.d2cshow.org/register.
Media or analysts interested in meeting with LiveOps at the event should contact Allyson Scott at email@example.com.
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, LiveOps supports a wide range of industries including retail, financial, health care, insurance, and high tech. For more information, visit www.LiveOps.com.
Founded in 1991 and representing a more-than $300-billion market, the Electronic Retailing Association (ERA) is the only trade association that represents the global leaders of the direct-to-consumer marketplace—companies which use the power of direct response to sell goods and services on television, online and on radio. ERA’s members practice a sophisticated and accountable marketing methodology, leveraging video and audio to compel a direct and measurable response. Today, ERA represents more than 450 companies in 45 countries.