A Blueprint for Successfully Deploying Remote Agents

Best Practices for Optimizing Costs, Improving Agent Retention,
and Enhancing the Customer Experience

Today’s economic environment demands bold new ideas to keep your contact center operating at peak levels. Directors, managers, and front-line supervisors are continually challenged with promoting future growth, reducing costs, and managing productive and happy agents – all while providing outstanding customer service.

Many companies are moving toward the use of virtual contact centers, which can be staffed by home-based agents or a combination of home-based and site-based agents.

Download this white paper to learn how these innovative businesses are finding ways to:

This paper overviews essential best practices for successfully deploying a remote agent solution. Each best practice is based on LiveOps’ years of real-world experience running one of the largest virtual contact centers in the world, with over 20,000 independent agents. You'll understand what it takes to manage agents successfully and how to achieve complete visibility and control to maximize performance.

"Achieving better agent utilization and greater operational efficiency were important factors in our decision to adopt a virtual call center model. What set LiveOps apart was its ability to rapidly deploy and integrate with our existing systems. We were up in running in a matter of days versus the months it would have required with other vendors."
— Matt Wise, Senior Director of External Customer, West Marine