LiveOps Resource Library
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Contact Center in the Cloud: Helping Companies Manage the New Security Perimeter and Support Remote Agents LiveOps is in a unique position to offer best practices for remote contact centers. We operate the world’s largest virtual "contact center in the cloud" using our own on-demand, Saas-based technology, so we have first-hand experience managing the pressures, complexities, and security risks of day-to-day contact center operations. |
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A Blueprint for Successfully Deploying Remote Agents This paper overviews essential best practices for successfully deploying a remote agent solution. Each best practice outlined 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 needed to maximize performance. |
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A Faster Way to Achieve Greater Call Center Cost Optimization using On-Demand Call Center Platforms This paper explores the real costs behind traditional call center operations – particularly in the areas of labor, IT, and facilities – and explains how you can leverage on-demand call center solutions to substantially reduce them. |
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The Top Six Considerations When Evaluating On-Demand Call Center Technologies On-demand technology is ready to support your mission-critical call center operations and give you a competitive advantage by providing access to unprecedented innovation, flexibility, and control. |
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Datamonitor: The Business Guide to Virtual Contact Centers in the Enterprise This Datamonitor white paper provides an overview of the virtual contact center and its impact in today's challenging marketplace. |
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Top 8 Reasons to Use a Virtual Call Center Many businesses are increasingly seeking ways to improve the quality, flexibility, and scalability of their traditional call centers. Learn the top 8 reasons to consider going virtual. |
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Best Practices for Recruiting and Managing Remote Agents with a Virtual Contact Center Model Traditional call centers have inherent weaknesses that over time lead to high costs and poor service quality. Learn why many businesses are turning to virtual call centers to meet their customer interaction needs |
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Best Practices of Using Home Agents to Improve Direct Marketing Conversion Rates See how a major financial services company is leveraging home-based agents to help scale their call center and maximize the revenue of every call. |
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NEW! LiveOps On-Demand Call Center Integration with salesforce.com Demo Learn how the LiveOps virtual call center integration with salesforce.com provides in-bound and out-bound telephony management, call routing, agent availability, CTI screen pop and call control for use with Salesforce CRM. |
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NEW! On-Demand Contact Center Administration and Monitoring Product Demo Administration and monitoring product capability video. Learn how to manage key contact center metrics through the real-time monitoring and reporting capabilities of the LiveOps On-Demand Contact Center Platform. |
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LiveOps On-Demand Call Center Product Demo View results-based routing in action along with other innovative capabilities featured in our on-demand platform demo. |
| Maynard Webb - Chairman and CEO, LiveOps | |
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Cloud Computing and SaaS Why CIOs should pay attention to cloud computing and why they should consider SaaS for their contact center. Mission-critical SaaS Why the LiveOps on-demand platform is ready for mission-critical applications. The Future of Work Maynard discusses his vision for the future of LiveOps and revolutionizing the world of work. |
| Wes Hayden - President, LiveOps | |
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Why Contact Center in the Cloud The challenges of today's contact center and how LiveOps helps eliminate complexity. Next Generation Contact Centers with Remote Agents How LiveOps is delivering the next generation contact center and enabling the use of remote agents. Contact Center Cost Optimization How to improve agent productivity and reduce contact center operations costs with LiveOps. |
| The Mission-critical On-Demand Contact Center Video Series | |
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Why LiveOps Azita Martin, VP of Marketing, discusses why companies choose LiveOps and provides real-world customer examples. |
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Service Delivery Gary Slater, VP of Network Operations and Service Delivery, discusses LiveOps' 24x7 NOC and telephony backbone. |
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High Availability Vidur Apparao, CTO, discusses LiveOps' unique architecture for high availability. |
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Agent Utilization and Customer Service Levels Vidur Apparao, CTO, discusses LiveOps' powerful call routing technology. |
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Multi-layered Security Niall Browne, CISO, discusses LiveOps' multi-layered security and industry associations. |
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Webcast: Secrets to Increasing Direct Marketing Revenue How Leading Brands Ensure Success Watch this recorded webcast to hear from Response Magazine’s editor-in-chief Thomas Haire as he presents examples of what leading companies are doing successfully in all areas of direct marketing, including direct mail, DRTV, radio, and web marketing. |
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Webcast: Salesforce.com and LiveOps Give Your Call Centers a Competitive Advantage in this Uncertain Economy Watch this recorded webcast to hear how AAA Ohio uses Salesforce CRM Call Center and LiveOps On-Demand Contact Center platform. |
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Webcast: The Virtual Contact Center Advantage Optimizing for the Ups and Downs of Your Call Volume Watch a pre-recorded Datamonitor and ProFlowers webcast and gain insights into the business benefits and implementation of a virtual call center model. |
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salesforce.com Using LiveOps Contact Center in the Cloud to Run Global Customer Support |
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Kodak eBook How Kodak Greatly Exceeded Sales Expectations |
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West Marine Optimizing Workforce Utilization and Reducing Costs Using the LiveOps On-Demand Contact Center Platform |
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Boardroom Lowering costs while providing an outstanding customer experience |
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VForce - AAA Ohio Improving Agent Productivity and BoostingAAA Membership Renewals Using the LiveOps On-Demand Contact Center Platform |
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Product Partners (BeachBody) Partnering to Deliver Outstanding Customer Service and Maximize Revenue |
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The LiveOps On-Demand Call Center Platform Break Away From the Complexity of Traditional Call Centers |
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The LiveOps Home Agent Solution Gain Flexibility and Scalability with Home Agent Solutions |
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Maximize Direct Response Revenue Maximize revenue by increasing conversion and average order value while effectively managing costs. |
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IVR Solutions Seamlessly Blending IVR Technology and Live Agents to Maximize Sales |
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Soft Offer Solutions Exceptional Agent Performance and Unmatched Scalability That Maximizes Revenue |
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LiveOps On-Demand Call Center Platform for Salesforce.com Call Center Application Complete On-Demand Call Center Platform for Salesforce.com |
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Revolutionizing the World of Work A Thought Leadership White Paper by Maynard Webb, Chairman and CEO of LiveOps - (PDF - 376 KB) |
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Laurel Group: Thought Leaders of the SaaS Revolution (PDF - 376 KB) |
