Member Since April 2022
Skills
About
Jeff Fettes is the founder and CEO of Laivly, a leading generative AI and automation platform designed specifically for the contact center environment. Leveraging 20+ years of BPO and contact center experience and an academic background in AI, Jeff created a platform to solve real-world contact center challenges. Laivly is notable for helping some of the world’s best known brands transform their CX operations with next-generation automation, artificial intelligence and machine learning. Jeff also co-founded IntouchCX, a highly successful global BPO (Business Process Outsourcing) leader that counts 25K+ customer care experts worldwide, and that partners with brands on contact center strategy, recruiting, IT, HR and workforce planning. Jeff serves on the boards of directors of a number of SaaS-based companies like Maple and Vetster. He also actively supports and contributes philanthropically to a number of charitable causes across North America through The Fettes Family Foundation, a Canadian-based non-profit organization.
Jeff Fettes
Published content
expert panel
It takes team effort and accountability to cross the finish line together. Setting quarterly goals is necessary to get your company over the finish line year after year, but what's the point of setting goals if you lose track of those objectives? Developing a strategy and check-in process that holds everyone accountable is essential to keep your team on the same page and ensure they have the resources they need to perform their specific responsibilities. To help managers and their employees forge a better path for moving the business ahead, 14 Fast Company Executive Board members each offer a strategy that has helped them obtain the results they were looking for and why it can work for your team as well.
expert panel
It's Women's Entrepreneurship Day! This year, WEDO celebrates 10 years of its mission to empower more women in leadership. Across a broad range of industries, women in leadership pour mentorship and guidance into developing their direct mentees or encouraging their colleagues to make sound business decisions—positively impacting the recipients' lives and future careers for the better. However, in the marketplace, it is not uncommon for women (no matter what level they have reached in their field of interest) to experience "imposter syndrome." If left unchecked, this mindset can hinder their potential growth and success in the short and long term. Instead, the key is for them to boldly redefine their narrative and career path before someone else does. Women's Entrepreneurship Day Organization (WEDO) was founded by Wendy Diamond in 2013. To mark its 10-year milestone, 20 experts from Fast Company Executive Board share the best advice they've ever received from a successful woman in business.
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Recent advancements in generative AI and automation have flipped the script, making email faster, easier, and in some cases, even more cost-effective than phone or chat.
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Here are four things brands can expect as attended AI becomes commonplace in the call center.
Company details
Laivly Inc.
Company bio
Laivly is defining the future of CX technology with SIDD, a digital intelligence that combines generative AI, machine learning, and automation to unlock new levels of customer care. Laivly seamlessly bridges existing contact center tools and systems with a powerful and intuitive artificial intelligence layer (no API required). As an agent assist tool or an autonomous digital worker, Laivly enables customer care programs to deliver speedier resolutions, smarter appeasements, and perfectly on-brand responses without losing sight of empathy and human connection. Led by a team of experienced contact center veterans, Laivly grew out of the unique needs and challenges of customer service programs. Laivly works with the world’s most influential brands to improve the customer care experience for both the agent and the customer. Laivly is a privately held company based in Winnipeg, Canada.