Option 2: Proven Home Agent Best Practices
You have the option of combining the LiveOps Platform and LiveOps Applications with our LiveOps Talent: home agent best practices developed based on experience running the largest cloud contact center in the world. This packaged expertise helps you successfully extend your existing contact center using a cloud contact center in just weeks. You will also receive two days of on-site training at LiveOps, where you will learn from experts who manage our 20,000-person home agent contact center.
Home Agent Best Practice Highlights
Agent Selection and On-boarding
Powerful on-line tools can automate and speed the process of sourcing, screening and selecting the best agents from a nation-wide pool of applicants.
Agent Learning and Certification
On-line, self-paced materials and certification exams allow agents to ramp up quickly for new programs and enable real-time monitoring and progress tracking.
Self-Scheduling
Pull-based scheduling provides agents the flexibility to set their own schedule, improving morale and reducing turnover. On-line scheduling alerts enable real-time staffing for unanticipated spikes in call volume or simplified schedule reduction during slow times.
Workforce Management
On-line agent monitoring, gamefication methods, multiple
lines of communication and merit-based incentives keep
agents motivated and allow for measurement and rewarding
performance in real time.
