Best Practices for Optimizing Costs, Improving Agent Retention, and Enhancing the Customer Experience
Today’s economic environment demands bold new ideas to keep your contact center operating at peak levels. Directors, managers and front-line supervisors are continually challenged with promoting future growth, reducing costs, managing productive and happy agents, all while providing outstanding customer service.
Many companies are moving toward the use of virtual contact centers, which can be staffed by home-based agents or a combination of home-based and site-based agents.
Download this white paper and learn how businesses have already discovered how to:
* Enable real-time performance management
* Optimize training with distanced learning (or e-learning)
* Maximize agent desktop security
* Align compensation with performance or talk time
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.