The case tracks the path of the growth of a virtual contact centre, which has a well-diversified workforce in the cloud. The following innovations in LiveOps’ ‘home-shore’ business model, contributed in its leading: (1) although, they only pay agents for the time they are serving customer, but provide the flexibility to work when they choose, and (2) it pursues the meritocracy, i.e., each of the agent receives the pay according to his performance. LiveOps’ performance is measured against traditional contact centre in the context of a relief operation, which helps storm evacuees connect with relatives in the wake of Hurricane Katrina.
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