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About Remote AgentsIn today’s economic environment, companies are faced with the challenge of reducing costs while simultaneously delivering ever-higher customer service levels. Many executives are looking to the contact center to help them address this challenge and to play a more strategic role within the enterprise. But contact center managers face their own unique challenges – such as keeping their contact centers staffed with qualified agents despite the unpopularity of contact center work, general agent dissatisfaction, and high turnover rates. It’s no surprise, then, that many companies are exploring the possibility of sending some (or all) of their existing agents home to take calls. This trend is driven by:
The fundamental problem with offshoring contact centers is that it solves the cost issue, but it compromises agent quality – usually to the detriment of the company’s brand and customer relationships. Long term, devaluing these important assets leads to poor business outcomes. In contrast, a virtual contact center model staffed by remote agents helps companies address all of these challenges and more. |
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. |
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