Liveops wins Brandon Hall bronze for remote workforce management

Liveops won a bronze award in Brandon Hall Group’s 2026 HCM Excellence Awards for Best Management of a Remote or Hybrid Workforce. The recognition spotlights the company’s distributed agent model, which it says is helping it scale customer service with AI-powered support, tighter operations and strong service metrics.

Why it matters: - Liveops is being recognized for a workforce model built around remote agents, AI-enabled support and operational discipline. - The award points to a broader shift in customer service, where distributed teams are becoming a tool for scalability, resilience and customer experience. - The model matters for brands that need flexible capacity during seasonal spikes and unexpected demand.

What happened: - Liveops said Aug. 18, 2026, that it received a bronze award in the 2026 Brandon Hall Group HCM Excellence Awards. - The award category was Best Management of a Remote or Hybrid Workforce. - The recognition was tied to Liveops’ distributed network of skilled agents and the systems used to support them. - President and COO Molly Moore said the award reflects the company’s operating model and the work of its teams.

The details: - Liveops supports the agent journey with sourcing, onboarding, certification, scheduling, performance enablement and ongoing engagement. - The company uses precision scheduling so agents can choose servicing opportunities in flexible increments. - Clients can align capacity more closely with customer demand through that scheduling model. - Liveops said it is using AI-powered simulations and technology-enabled support to build agent readiness. - The company framed those tools as support for human expertise, not a replacement for it. - Liveops said its global delivery expansion includes continued growth in the Philippines. - The company said that expansion is being paired with disciplined certification, operational support, brand alignment and service quality. - Liveops said its remote model supports more than 20,000 skilled agents. - The company said it attracts more than 150,000 applicants each year. - Reported network results include 92% agent satisfaction. - Reported CSAT is above 96% across applicable programs. - Reported service levels reach 97.5%. - Reported QA scores are above 90%. - Reported sales conversion rates reach 33% in applicable programs. - Liveops said the model also improves scalability during seasonal and unexpected demand. - Sr. Director of Agent Experience & Success Nicholas Dehaan said the company is pairing a flexible workforce with purpose-built technology and AI-powered solutions.

Between the lines: - The award reinforces the idea that customer service leadership is shifting from headcount alone to orchestration of people, technology and operations. - Liveops is positioning its model as an answer to more complex customer interactions that still require judgment, empathy and specialized expertise. - The company’s message is that AI is changing the work, but not eliminating the need for trained humans. - The metrics are central to the story because they provide evidence for a model that could otherwise sound purely strategic.

What's next: - Liveops appears likely to keep expanding its distributed model as customer service demand becomes more variable and AI handles more routine tasks. - The company’s continued growth in the Philippines suggests further international scaling of the same operating framework. - Liveops is also likely to continue leaning on technology-enabled training and certification as customer interactions become more complex.

The bottom line: - Liveops is being rewarded for proving that a remote workforce can be both flexible and high-performing when talent, training, technology and quality control work together.