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Why Remote Agents?By enabling more flexible work alternatives – such as allowing call center agents to work remotely at home or in a branch office – a remote agent solution can help companies overcome the challenges of finding and retaining qualified staff and handling call volumes during periods of peak demand. Enterprises are beginning to realize that the risks associated with offshoring their call centers are often greater than the benefits. With offshoring, companies initially solve for cost, but in the end, they can inadvertently compromise quality to the detriment of their brand and customer relationships. Customers generally cite fewer positive experiences with offshore customer service agents, and many learn to "game" the call center process by immediately "zeroing out" of IVR menus or abandoning calls altogether. It's been found that callers will redial between 5 and 10 times in an effort to be connected with an on-shore call center or at least someone they can better understand. Many companies are also finding that when viewed from a long term perspective, offshore call centers don’t really lower their costs. As a result, many companies are looking for geographic flexibility to match resources and costs and align them with the complexity and value of their customer interactions. They also need a way to:
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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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