 |
|
||
 |
 |
 |
 |
 |
 |
 |
 |
 |
|
 |
How to Get StartedSo far, efforts to implement remote agents have been limited in scope, primarily due to concerns about management control, inadequate reporting capabilities, and general reluctance to change the call center paradigm that’s been in place for years. Given the business value of remote agent models, companies need to adjust their thinking about their current call center paradigm. They need to consider moving from control-based environments to incentive-based environments. And they can try out the latest real-time reporting tools, agent collaboration applications, and the supervisory dashboards available through on-demand applications designed specifically to support remote agents. Some business segments have already become early adopters of the remote agent model because of improved visibility and control over agents’ success. They are finding that the shift from hierarchical control to a results-oriented meritocracy among a community of remote agents is a revolutionary concept is having a major impact on overall business and agent performance. But given the significant shifts that remote agent models precipitate, there are many things to consider when moving to this model. For example, companies need to:
When it comes to helping companies deploy a remote agent model, LiveOps has a unique advantage over the competition (see "A Blueprint for Successfully Deploying Remote Agents" white paper). We operate one of the largest virtual call centers and have developed best practices that we are eager to share with others. |
ResourcesThese resources capture the expertise of professionals with years of experience setting up and managing remote agents. Featured Resource
A Blueprint for Successfully Deploying Remote AgentsThis paper overviews essential best practices for successfully deploying a remote agent solution. Videos
Maynard Webb - Chairman & CEO, LiveOps
1. Cloud Computing and SaaS » 
Wes Hayden - President, LiveOps
1. Why Contact Center in the Cloud » White Papers
Contact Center in the Cloud: Helping Companies Manage the New Security Perimeter and Support Remote AgentsLearn how to manage the pressures, complexities, and security risks of day-to-day contact center operations.
A Blueprint for Successfully Deploying Remote AgentsThis paper overviews essential best practices for successfully deploying a remote agent solution.
Best Practices for Recruiting and Managing Remote Agents with a Virtual Contact Center ModelLearn why many businesses are turning to remote agents to meet their customer interaction needs.
Top Eight Ways to Optimize Contact Center Operations Using a Virtual ModelHow to incorporate remote agents and SaaS technology for greater flexibility and cost optimization. Demos
Administration and Monitoring Product Capability VideoLearn how to manage key contact center metrics through the real-time monitoring and reporting capabilities in our On-Demand Contact Center Platform. Watch the video » 
Results-based Routing Product Capability VideoView results-based routing in action along with other innovative capabilities featured in our On-Demand Contact Center Platform. Watch the video » Webcasts
Best Practices Blue Print for Remote Agent SuccessLearn about selecting the right on-demand solution to provide outstanding customer service. 
Optimizing for the Ups and Downs of Your Call VolumeWatch this webcast and gain insights into the business benefits and implementation of a virtual call center model with remote agents. Case Studies
Optimzing Workforce Utilization and Reducing CostsRead why West Marine chose to deploy the LiveOps On-Demand Contact Center platform and have their agents work from home. |
 |
