LiveOps Talent: Social Savvy Agents
The New Consumer-Aware Agent Talent
As independent contractors who run their own home-based businesses, the community of at-home agents that contract with LiveOps is highly incented to provide excellent service to all of LiveOps customers. LiveOps does not pay for any equipment, certification or other business expenses, so each contractor faces the risk that their business may not be profitable. This risk creates a community of professional and highly motivated entrepreneurs who strive to make their home business successful.
LiveOps is transforming customer interactions in the cloud and that requires cloud talent with a determination to excel in a multichannel and social environment. We reward the best performing agent businesses with more calls, which means more revenue for their business. This allows us to incent agents, through our gamification models, to perform their best on each call, as our Results-Based Routing updates daily and sends calls to the best agent available. Better results means more calls for a home business, which means more opportunity for revenue. This system rewards performance and results, and ensures that LiveOps' customers are always having their calls answered by the best available agent.
Our LiveOps Talent is a workforce that is sourced in the cloud. Cloud talent requires "social savvy" skills. Additionally, we communicate, connect, collaborate and build a culture around our agent community through social tools. Forums, web chat, blogs, podcasts, virtual town halls, Twitter/Facebook and gamification are all part of our 20,000 independent agents.
As independent contractors, the agents know they need to update their skills for the new technology and social world – and do so enthusiastically. Each agent is responsible for their own success and their business' success depends on the success of LiveOps customers. They choose when and if to make themselves available to take calls for a particular program. This ensures that when an agent is online and taking calls for our customers, each agent is excited and committed to delivering results. The LiveOps Talent community of agents enjoys the freedom that providing services to LiveOps allows, and has created a sense of commitment, dedication and loyalty that ultimately benefits each customer.
