The case scenario narrates about the development of the virtual contact centre, which employs a geographically dispersed work force in the cloud. LiveOps' 'home-shore' business model combines these inventions:
(1) it allows brokers to work when they choose to, but pays them just for the time they are serving customers, and (2) it relies on meritocracy, i.e., better performing brokers get more work and are paid more. The virtual contact centre is evaluated against conventional contact centre solutions in the context of a relief operation helping storm evacuees connect with relatives in the wake of Hurricane Katrina.
PUBLICATION DATE: October 27, 2014 PRODUCT #: INS801-PDF-ENG
This is just an excerpt. This case is about LEADERSHIP & MANAGING PEOPLE
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