LiveOps is the only contact center (call center) leader focused on providing the full platform, applications, and talent in the cloud. Consumers increasingly expect on-demand information and constant contact with the companies with whom they do business. These needs have prompted the co-evolution of the contact center and fundamentally challenged its traditional hierarchical organization and branding paradigms.
We discuss our experiences operating a 20,000 member geographically-distributed independent contractor network of contact center agents in the cloud, and how we create superior customer interactions by:
- inspiring rather than supervising using community management techniques
- driving superior service quality using a gamification platform
- creating an immersive branding experience using social tools.
Three major technology trends - cloud computing, social media, and mobile - are profoundly changing the landscape of customer service. Consumers are choosing to use a variety of social and mobile channels in addition to the traditional voice channels when communicating with each other and the companies with whom they do business. Customers have access to instant information and real-time updates, and they expect immediate answers and demand a new level of interaction from brands and solution providers. In parallel, the adoption of cloud computing by some of the largest and most trusted companies in the world has rapidly enabled companies to move from maintaining a traditional, premise-based call center to using a cloud-based contact center solution.
As a result, contact center agents need to evolve. LiveOps uses cloud computing technologies to deploy a multichannel and social approach in interacting with its agent community every day – using the social tools of forums, web chats, podcasts, virtual town halls, Twitter/Facebook and gamification with its 20,000 strong independent agent community. LiveOps connects, collaborates, communicates and forms a culture around a socially, consumer-aware agent all in the cloud.
LiveOps is a cloud software and applications provider that maximizes every sales, support and social customer interaction to ultimately drive brand loyalty. More than 200 companies around the world, including Salesforce.com, Symantec, Royal Mail Group, and Amway New Zealand trust LiveOps’ technology to enable effective multichannel, social and mobile interactions with their customers. LiveOps' award-winning platform has processed more than 1 billion minutes of customer interactions and managed operations for the largest US-based cloud contact center of 20,000 home-based, independent agents. With 10+ years of cloud experience, LiveOps is the partner of choice for companies wanting to migrate to the cloud. Headquartered in Santa Clara, California, LiveOps is a private company with approximately 320 employees spread across four continents.
Transformations in communications technology have irrevocably changed how consumers interact with businesses today. The days where an incoming customer service phone line available during limited daytime hours are a thing of the past. The rapid rise of web and social technology over the last decade has complicated the picture; today’s consumers now expect on-demand information and constant contact with the companies with whom they do business. To meet these consumer-driven needs, customer service contact centers (traditionally known as call centers) are undergoing a parallel transformation. High performing companies are seeing the contact center not as a department merely optimized on cost, but rather as a critical direct touch point with consumers to address the high level of desired engagement.
LiveOps quickly identified the changing demographics of consumers as well as the need to balance cost optimization with quality interactions. LiveOps Talent in the cloud solution began providing a distributed home-based workforce of US-based independent contractors for contact center work in the early 2000s. LiveOps uses a proprietary technology platform to allow entrepreneurial, independent contractors to bid for and perform contact center work for clients in Retail, Financial Services, High Tech, Insurance, and other industries. LiveOps’ community of independent contractors is 20,000 strong and inherently manager free. This initially created challenges compared to the traditional brick-and-mortar workplace paradigm in how to provide superior quality service to clients, particularly with regards to creating and maintaining a brand presence for clients in a completely virtual workplace. LiveOps’ business model precludes traditional methods for managing direct employees like having a heavy supervisory presence or closely dictating the style of work.
By design, LiveOps’ distributed workforce has no managers and no standard business hours – contractors can bid for work each week and receive upcoming work based on their skills, historical performance, and when work is available (which is sometimes in the middle of the night or on weekends). As independent contracting agents, they conduct themselves as business owners and take that responsibility seriously in deciding where to put their time. A contractor’s livelihood is dependent upon their quality of work and access to ongoing opportunities; independent contractors who aren’t engaged simply will not succeed.
In order to provide consistent service and quality, LiveOps has pursued a strategy of community management. Instead of command and control, the paradigm has shifted to social management based on results. We find that agents who have control of how they work are inherently more inspired brand ambassadors and this carries through to customer satisfaction and outcomes for their clients. We don’t supervise, we inspire!
Independent Contractor Comment: “I have to admit I am not at all competitive - but the opportunity to be on this program and view my metrics compared to others is very inviting.”
Creating a community was a first step, but the next iteration of community management involved facilitating positive community behaviors like collaboration and healthy competition. While agents are bidding against each other for work, they are not engaged in a zero-sum game - if agents are successful at meeting client expectations as a group, they will bring more business to themselves as well as to other LiveOps independent contractor agents. Thus, it’s in the individual’s rational best interest to help other agents to improve even though they are still in competition.
Agent to Agent forum post: “I have to tell you that it was your tips and tricks on selling which I took to my phone calls and increase my sales on Saturday. I now use the same technique on all my calls... I am still not converting as well as I would like on all 3 products, but I am working on it. I don't get a lot of these calls, but with each sale I know that it all makes a difference.”
We have found this to be true in practice as well as theory. LiveOps began to facilitate cooperation using a knowledge base and forums so that agents can share best practices with each other, as well as tools for peer coaching and networking. These tools also facilitate competition, because an agent who actively works on improving their skills using the aforementioned tools (as well as our e-learning suite) is able to get more business in a results-oriented environment.
3. Gamification or Game Mechanics to drive improved performance
With competition in mind, we began to think about what agents needed to better understand how to build their businesses. Gaming was a great framework to think about this problem since it involves a community built around healthy competition. The competitive nature of agents has led to negative situations where system rules are set in such a way that they can be exploited – for example, if a client’s major success metric is limiting the time an agent spends on the phone with a customer and ties this directly to compensation, we would expect a small percentage of agents to rush callers off the line instead of producing a high quality customer interaction. If only customer satisfaction is considered for compensation, we would expect some agents to transfer away irate callers to avoid lower pay stemming from lower net promoter scores since a call is no longer associated with them.
However, competition can be your best friend in building a strong community by using clever system design to avoid these negative examples. Our next generation of community management involved providing instant and/or relevant feedback on performance and quality using gaming mechanisms. While the constructs we deploy are not by themselves novel, we find that their use creates outsized returns because they more rapidly connect an agent’s individual action and behavior with tangible outcomes; an agent who spends time improving their skills through Certification or achieving high quality metrics can then compare themselves to their peers using a leaderboard or other online social identity displays.
In fact, we’ve found that game mechanics drives even better performance and insight than just facilitating community interaction.
Agent Post: “We did it team back on top of the leaderboard, let’s keep this momentum going, work lots of commits and keep converting, thanks to all for the great team effort!
By channeling the competitiveness in a positive way we’ve created a net benefit to our clients. With rapid feedback comes even more accountability: if you managed to pacify an upset caller, everyone can know you did a great job - and if you didn’t reach a client’s expectations for service, it’s very motivating to see that you need to improve, every day you work!
4. Living in the social/mobile modern reality
LiveOps agents have one more large advantage because they are onshore contact center workers: they are themselves social consumers. We’ve found that LiveOps agents are immersed in a web 2.0 world – 79% are on Facebook – which makes them great brand ambassadors in today’s social/mobile reality. We’ve responded by deeply ingraining our client’s brands into our platform and have tapped into advances in social networking to create a more engaging environment than a brick-and-mortar contact center experience. Like Facebook, we’ve been able to study social behavior using data analytics to create our award-winning e-learning modules. These insights have also helped us to design tools for creating a customer conversation across channels with a consistent brand image. Through this we’re able to transform customer interactions in the cloud.
1. Challenge: Create shared purpose and high quality customer-facing organization in a distributed virtual workforce with no managers
Solution: Engage workforce by facilitating ownership and cooperation in a self-managing community. Workforce is empowered to drive consumer performance and shares in overall community success through clear client goals and measurement. Provide transparency into performance and let agents make their own choices about how to achieve client mandates. Define workforce opportunities and clearly state success goals and allow for individuals to opt-in to participate, catering to individual desires to succeed and excel.
2. Challenge: Foster peer-to-peer interactions and certification programs to allow self-paced skills improvement with little to no incentive for completion. All tools would have to be relevant to new independent agents, as-well-as seasoned agents who would be motivated to return and continue to participate.
Solution: Created an online community with gamification, reputation features, and awards that would engage and motivate independent agents. Providing up-to-date opportunities for work, clear indication of individual performance metrics relative to client goals, and leaderboards showing community frontrunners. Providing for online identity building through creation of a personal avatar and the ability to customize it by earning online points for positive behaviors. The avatar then becomes a method of identity and reputation in the community, quickly allowing for agents to recognize each other and self form groups. Points that are used to customize avatars are earned through performance goals, certification completion, and community interactions. Also created customize avatar items for individual clients to further create social identity for high performers and allow for expertise mining by low performing individuals. For example, an avatar t-shirt with the client’s logo was only awarded to high performers with select metrics. Creating agent transparency showing high performer metrics and certification they completed drives self motivated performance improvement. Lastly, created learning mechanisms that facilitate ongoing peer-to-peer performance improvement using chat, blogs, and independent team formation.
3. Challenge: Address rapidly changing social aspects of teaming and competition
Solution: Use social consumers to also be the social workers. Leverage a social learning methodology to baseline independent agent knowledge through eLearning courseware, situational simulations, blogs, podcasts, virtual classroom sessions with role playing, and static reference guides to provide a consistent brand presence across many communication channels. This distance learning model facilitates peer-to-peer interactions and produces organic formation of teams that self promote a shared goal with individual pursuit.
4. Challenge: Help agents understand performance that is driven by a wide range of skill types – for example, customer service calls (with softer metrics) as opposed to sales-driven calls that have order value / sales (as hard metrics)
Solution: Created new metrics and measures to help contractors evaluate their own performance against performance targets set by the client – including customer and process satisfaction performance indicators. Expose the skill types that agents need to succeed as client metrics embedded in the agent gaming experience.
1. Our US-based virtual workforce of independent contractors has many benefits:
- agent turnover rates are low compared to brick and mortar
- demographic matching to target-client’s US consumers
- faster training times with large agent community carrying previous work experience and skills
2. Community management techniques provided more engagement than traditional management techniques. Following the launch of internal gaming platform:
- 80% opt-in rate in first week, with 75% of agents returning to site on a bi-weekly basis to participate in challenges
- 3.5 min average time spent on site (compared to 1 min average for internet)
- Certification (not required) that was promoted with badge and point awards was completed by 72% of agents
- Decreased Onboarding process from 4 Weeks of classroom training to 14 hours. Drastically reduced speed to proficiency by producing higher quality agents in a shorter period of time.
3. Gamification techniques produce superior client outcomes:
- Service levels improved by about 10%
- Average time to handle a customer inquiry decreased by almost 15%
- Sales performance improvement of 8%-12%
- Motivating workers is easier when they understand not only the expectations for their performance, but also their relative performance to their peers. While we’ve illustrated this within the context of a distributed workplace, similar mechanisms have been used successfully in more traditional “brick and mortar” offices using cloud software products like Rypple or SuccessFactors.
- It’s not as easy to jump into a classic gamification implementation – where users earn points for actions with associated rewards - as it may seem. We’ve determined that iterative testing of gaming mechanisms in a community is the most consistent way to work towards this endpoint. Partnering with a vendor who provides a gamification platform (such as Badgeville, Bunchball, Big Door or others) can be a great way to start experimenting with your workforce.
- Our workforce always has individuals who are extremely competitive. If the rules of the system are unsophisticated, a portion will try to game the system and quickly exploit inefficiencies for personal benefit. A truly sharp organization will use these same personality types to actually drive improved results-based performance, and recognize that any systems rules will have to co-evolve as new behaviors develop.
- Consumers are increasingly requiring on-demand service. To meet these needs, companies need a highly self-motivated workforce that will immerse itself in their branding – which has the fortuitous side-effect of driving even more value from customer touch points. Businesses should look to leverage workers who are familiar with social media and have other shared cultural understanding with end customers to make the most of client facing interactions.
- Communities that are self-managed are communities of passion. We notified our agent community about this article and encouraged them to read and comment on their own experiences. You can clearly see the engagement and passion that our independent contractors have for their work and our platform – and their success with clients speaks for itself! If you give control of livelihood to your workers rather than to bureaucrats, you will be amazed at the results.
Great story, very informative, a positive for clients, Independent contractors, and Liveops...
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i am an independent contractor with liveops. i have health condition that limits me but i need money desperately. i have been working with them a little over a year now. although i am far from a natural sales person, they do provide you with all of the tools you need to succeed. and your success is in your hands completely yet using their technological innovations, a support team is always on hand to provide the guidance and even the encouragement one may need to keep trying.
at the same time they are indeed results oriented just like any business would and should be. so as an independent contractor, and therefore being a business person oneslef they give a great launching pad to understand and construct parameters that are best suited to grasp one's owns strengths and figure out what is best for my independent contracting business. program metrics are more than just numbers. they are an informative source to grasp a better understanding of my own capabilities and limitations and where i need to improve. so there is something beyond those numbers and they also provide you with tips to get passed what is holding back your success- and interestingly enough the tips do work-if you apply them- go figure!!! it actually shocked me that the tips worked. ( but clearly it proves they must have researched something)
i am learning to apply my strengths to my opportunities (and strengthen my weaknesses) with in liveops and beyond. and beyond is my ultimate goal; and beyond was my goal from the very beginning. however taking advantage of liveops has provided me a wealth of knowledge of self to build the confidence in my independence in pursuing my other oppotunities yet it is an opportunity that is also great to have when i may struggle in my other ventures (as i have at times struggled in liveops). (so hopefully i won't get the axe!) the business opportunity provided by liveops is for the independent minded, responsible individual who knows how to balance their free spirit and obligations within a new age business model for which i am so greatful.
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I love the LiveOps management and training style(s). I have worn many hats so I have that variety of experience to bring to the the table as an Independent Contractor. I find with the many drivers mentioned in the article, the structured learning of clients particular skill sets, the challenges by facilitation and agent interaction including competition do draw my personal best base and skills into practical purpose. You may realize I am thrilled with my business relationship with LiveOps. Also I am always looking at progresses in technology and science including social science and wonder what next LiveOps, what next? Because of this work model I feel I can play meaningful role.
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I found it interesting to read the story and relate it what I experience every day as a LiveOps community agent.
I joined the LiveOps workforce almost 3 years ago and have experienced continuous growth in my performance and income during that time. I had been laid off from my job at that time and found myself, over 50, in a sagging economy, searching for work with no success in getting a new job. My former employer had to downsize due the deterioration of the economy, they are still struggling to date. I however, have moved on to success! LiveOPs is the best thing that happened to me!
I had dreamed of working for myself from home to get out of the rat race of the corporate environment and traffic congestion and to remove some of the stress from my life. Finding LiveOps has helped me to acheive my goals!
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I've been an agent with Liveops since 2007. Their innovative platform and performance - based call routing ensures satisfied clients, their clients' customers and Liveops independent contractors.
Thumbs up to this article and much continued success to Liveops!
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I've just become a member of the Live Ops team. After having several family members already with Live Ops I decided to see what all the excitement was about, And now I'm Hooked... Live Ops is a great experience !!!!
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An awesome article. This is a wonderful company for independent contractors and the training is excellent.
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As one of LiveOps' independent contractors, I absolutely love what I do. Working from home is the wave of the future and the wave of NOW! :) I have a disability that makes it impossible to work anywhere else but home, so I treasure my work with LiveOps. It is so great to work at home and not have to spend on gas and lunches and new clothing for work. Some days I literally work in my PJs!! I wouldn't trade this for any office job. :) Thanks, LiveOps!!
DPO in Florida
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I have been with LiveOps for 3yrs now. Although I'm in my own home office I am never alone. LiveOps provides terrific support, tools and training that has allowed my business to become the success it is today.
This article is a perfect testimate of everything LiveOps stands for. They are definately the leader of all cloud call centers!
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I have been with LiveOps for 2 months now and I love it. I was downsized in 2007 and have bounced around from one meaningless job to another & when I found LiveOps my first impression was WOW!, these people really do care about your growth and they are there to answer your questions and mentor you while you grow your business. Although I am new and still working hard at being a high achiever I have not regretted coming aboard with this fantastic group. Thank you LiveOps for everything! You have saved my life and my sanity.
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I've only worked for LiveOps a few weeks happily overwhelmed with the many different ways they offer help and motivation. They are a pleasure to work for! Very different from past experiences both my husband and I have had.
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I have been with Liveops several years. They have always been the greatest. It's important to me to respect the company and people I work with that is LiveOps. Daily I see their respect for clients, the dedicated efforts to increase each client's business At the same time LiveOps is loyal and supportive of us as Independent Agents; they want us to succeed as well! LiveOps provides the greatest support with training in LiveOps University; with Conference Calls focused on products; sales techniques and guidance on how to grow our businesses. LiveOps provides each of us a great opportunity to achieve financial success.
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I currently contract with LiveOps as an independent agent. I LOVE the flexibility that I have to make my own schedule. LiveOps has an awesome training program and they are always offering new ways for me to make money. I never get bored with LiveOps and I've made some new friends because of them.
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extremely grateful to have live ops on my side. Have done many other call centers but they are very very critical about what where and how we should do things. Other companies are more like a regular Job where they are looking over your shoulder all the time. Live ops is a very comfortable company they make you feel good and like it is your own company. Oh yes they still have rules but they are realistic rules and they help us strive to do better. I Love Live Ops.
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I have been with LiveOps since May 2010 and it has been a blessing to me. I am so thankful I was introduced to this company.
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I've been with LiveOps for almost 4 years. Everything is this article is definitely true. They care, it's as simple as that. Working through LiveOps is so great! Being able to set your schedule and being able to work from home are just some of the benefits. And being able to increase your knowledge through LOU is another great benefit. And another thing I love about LiveOps is being able to take calls to help other people, like the Stand Up 2 Cancer. Now that is awesome! This job is so rewarding in more ways than one. Thanks LiveOps for everything you're doing to help us to become a success!
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Seven years ago when I joined LiveOps - I could not have imagined how I would be part of a vast network of highly motivated and responsive individuals...in a virtual world!
It's a pleasure to be part of an organization that thrives to be the Best in Class.
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I've been a LiveOps independent agent since 2003 and have experienced the growth process over the years. This article is a true reflection of the LiveOps philosophy, mode of operation, and has made a positive impact on my life. I am able to work from my home office on my schedule earning as little or as much as I want with all the tools to learn how to sell and other skills.
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I have been with LiveOps since July love being able to make my own schedule and work part time right now. LiveOps has a great training program and keep you up to date on all of the different clients offers. Great company to join and just love being my own boss.
Thank you LiveOps!
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While earning my MBA 30 years ago, there was a lot of talk about what LiveOps is doing today, but very little action. During my time in various corporate structures, I heard even more talk about eliminating bureaucracy, but never saw it happen. So naturally, I was skeptical when I responded to an ad for independent agents. Instead of the disappointment I fully expected, I was astounded by a cloud-based organization that is cutting edge in everything that it does, while providing me with a flexible, stimulating, challenging, and rewarding opportunity to provide excellent, client-focused results. It was well worth the wait to finally find LiveOps.
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I have been with Liveops, taking calls for just over a month. I enjoy working from home, which Liveops has made possible. The resources are available if you have questions, problems or just information to share. Opportunities available. thanks Liveops!!!
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I joined LiveOps in 10/2005 I was so excited to find something I could do from home. I had been through surgeries for spinal injuries and was told I would never work again. I am a prime example that is not so. I have been blessed to work with a group of people who care and help you to advance and learn the virtual environment. I worked in a call center prior to my injuries. However, I Never enjoyed my work as much as I do now with the variety of calls and customers. I am so thrilled with my choice to remain with LO over the years. I did leave LO for a few months due to family health and soon learned when I went to work for another at home company. It was not LO and did not give me the satisfaction I found with LO. So LO I will always be hear to supply my services as long as I am needed.
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Definitely a game changer in terms of staffing an organization. Live Ops has an innovative way to do this efficiently and with high customer satisfaction. Well done!
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Very interesting. This showcases LiveOps as a futuristic model for many businesses.
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I love my work as a LiveOps sales agent. The flexibility of scheduling, variety of work, and quality products being offered all create a great job opportunity.
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It's pretty amazing and I'm glad to be with this cloud-based organization as it takes us into the future.
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Liveops is fantastic! I am very appreciative and proud to provide services for such a dynamic company that provides all the tools necessary to be a successful independent contractor.
Thank you for all the support.
Tina Ghilotti
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LiveOps was recommened to me back in 2004 when I decided to fire my boss and become my own. Since joining the LiveOps group I've expanded my work at home business. Over the past 8 years I can tell you from the various Call Centers out there, bar none LiveOps is the premier. It's operating software with it's ease of use and reliability makes doing business with them a joy.
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Quite exciting to see that you can not only recruit onshore call center personnel but also keep them engaged and motivated while keeping the cost manageable. A blueprint for call center operators to re-energize this sector, perhaps?! Can't hurt in the current economy!
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Being that I am a new Independent Agent with LiveOps, I find that the steps and programs they have for us to understand our clients needs and how to continue to grow our own business to be very effective. I believe that this article shows the best side of what the customers see and are presented with and also what happens on the backside with the agents and their incentives to grow are very well showcased in this article.
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The one thing I love about LiveOps is the diversity of products and the different avenues they give you to be a success. I have the knowledge on as much information or as little as I like. You choose how you will succeed and how much your income potential is. LiveOps is a God sent to me.
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I have been with Live Ops for 4 years now.
It has been a life saver for me and my family!
To be able to work from my home and make pretty good money in these hard times is appreciated!
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I was an Agent with Farmers Insurance Group. Farmers was downsizing and I was one of them. I found LiveOps and haven't looked back. LiveOps is a great company committed to helping you grow and make money at it.
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I love my contract with Liveops. God sent for sure. I have been with Liveops for close to seven years, during which time I have had several family medical issues as well as my own disability. If not for the flexibility offered with this company I feel certain I would not have a job at all. The future jobs of the world showed up early with Liveops!!! May Liveops continue to be blessed and grow abundantly.
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I have been in the professional world my whole life and when life took me away I was absolutely blessed to find liveops. I have been contracting with liveops for almost 9 years and can honestly say these have been the best 9 years!! Being able to work and care for my family is awesome!! Thank you liveops!!
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Excellent overall presentation and analogy of LiveOps. A great place to work, and it has truly met my financial, personal & work needs. Training is continuously ongoing, as well as new and challenging business opportunities as an Independent Contract Agent. State of the art in innovation, success, & secure technology and team work.
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I started with LiveOps in 2008 after searching for a work opportunity that would afford me a flexible schedule. Over the past three years, I've worked with other distributed call centers and none has the technology or the flexibility that LiveOps provides. It's by far the easiest and least complicated platform for working. LiveOps is truly what you make it. If you're dedicated to success, it's there.
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The way of tomorrow, in effect today. Outstanding.
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I love being an Independent Contracted Agent for LiveOps. Not only does LiveOps provide excellent training but gives an overall well rounded approach by providing ongoing support, work flexibility, and the ability to connect with other agents that has lead to many friendships as well. LiveOps has been an answer to prayer for me!
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Anne M Holt
Working at LiveOps is definitely a "wonderful job" and a great company to be a part of. I enjoy working with them every day. Their training and expertise is amazing!
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I like the fexibility that working with LiveOps affords me. I enjoyed the article and hope to see many good things coming to LiveOps
Winsome
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LiveOps= Freedom, Destiny Fulfillment, Opportunity, Peace of mind and Time to live life.
I have been with LiveOps for 3 years, there have been a lot of changes for the benefit of everyone. How often do you find a company striving to do that beyond just words?
They truly listen their contractors to meet our needs while balancing the needs of the client/customer. Not an easy thing to do, but they do it very, very well. You can't please all the people all the time, but this is one company that does a great job of pleasing most of the people most of the time.
Thank God for LiveOps
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I am feel so truly Blessed for being part of Live Ops. I love it and I am proud to be part of Live Ops. I see a very long future ahead of me with Live Ops. Thank you Live Ops for offering such a blessed opportunity to all who join the Live Ops Family Team.
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I love the no hast policy of being an Indepence Contractor for LiveOps, you're the best and the article speaks volume to the values of LiveOps; love it.
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Solutions like LiveOps will enable companies to bring more jobs back to America.
I very much like LiveOps’ proposal of a distributed social workforce driving profit and performance. Employment culture in this country and around the world has changed so dramatically in the past decade. It’s incumbent upon employers to look beyond the boundaries of a brick-and-mortar facility and use every technological advance possible to attract, motivate and keep employees engaged and passionate about their work. Happy employees equals happy customers.
I know first-hand that LiveOps is speaking from their own decade of experience. As a long time customer and partner, it’s been exciting over the years to witness the transformation that LiveOps is making on the customer service contact center industry. Employees are consumers and consumers are often employees. They like using social and mobile communications. Companies and employers need to pay attention. Embracing the social and mobile revolution is now a requirement to keep employees connected and customers loyal.
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I just celebrated my 1 year anniversary with LiveOps and I love it! This is by far the best job I've ever had! The agents are all so nice and helpful allowing for a relaxed atmosphere. This article is a wonderful representation of how LiveOps works and most of the customers appreciate us for being here for them. I never thought I could be in sales until now. They gave me all the tools I needed to become a 4 star salesperson!! Way to go LiveOps!!
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Anne M Holt
Working at LiveOps is definitely a "wonderful job" and a great company to be a part of. I enjoy working with them every day. Their training and expertise is amazing!
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Been with LO since 10/2007. I can't imagine not working here. They are cutting edge & blueprint, driving the American virtual workforce industry into new directions & heights. Kudos to Live Ops. Keep up your phenomenal work.
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LiveOps is a fantastic business solution. I started working with LiveOps in January of 2011 and I have been with them ever since. A customer-service-oriented mindset is essential for business success (in my opinion), and LiveOps gives its clients and contractors the tools needed to succeed. A very unique, fun, and professional organization all around.
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I have been a LiveOps agent for a little over three years now and love it. I can not tell you how much they have changed my life. They have afforded me the opportunity to work from my home and have the income to do some of the things I always wanted to do. I have been on a couple cruises, vacationed in Germany and taken several road trips. Thanks to LiveOps I have had more time to spend with my family that could not travel to me. LiveOps is the answer to many people who without them could not work. I have told many of my friends about them and a few have become agents too. Thank you LiveOps for this great opportunity.
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Very cool. Now that's EXACTLY what technology is supposed to do ... empower workers to work on their own terms while giving companies increased profit and employee satisfaction. What's not to like?
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This is a great way to bring and keep American jobs and sales in America!
Thank you for giving Independent contractors a new and exciting way to work in a green productive way.
All companies can learn from your accomplishments.
Paula Soderman
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LiveOps has been "right on time" for me from my start afew years ago. I love the challenges with changing types of work, always seeming to be first in line for new ways to service the community while providing a very viable option for an at home business. I am proud of the fact that LiveOps also is ready and willing to step up to world disasters to help collect contributions when people are in need. I have recommended this company to many individuals ready to provide a service to clients and earn a living or supplement their income. I love this company and although I am retired from fulltime employment, I really believe I will continue to work as an agent for LiveOps for many years to come.
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Live Ops is a company that has integrity and promotes a professional work environment
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Being an Independent contractor for Liveops, has giving me the freedom to work from home and enjoy my family at the same time. Liveops has provided all the tools for me to operate a successful business Thanks Liveops!
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I am so happy my daughter told me about LiveOps. I have been an independent agent for almost 6 years. It has given me the ability to work while being a caregiver. I can't even imagine going back to a regular job.
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Thank you liveops for such a great opportunity. I have been able to travel more and love working from home. This is the answer to a host of people that can not work outside. I have been a liveops agent for a little over three years now and I love the flexability of setting my own schedule and wearing pj's all day. Where else but in America!
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Ahead of the curve by including game dynamics, the only cloud contact centre platform to do this?
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This month marks my 1 year anniversary with LiveOps. I can truly attest to what a blessing this company is in my life. It has given me the ability to control my income and schedule to cater to my lifestyle. I have never been with a company that allows for such flexibility and growth. It puts you in full control of your earning potential.
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Been very Blessed to be a part of LiveOps since 2004.
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I joined LiveOps in 2008. I can never stop thanking my friend Sharon Cobbs for telling me about LiveOps. I was out of work and my family had moved back home with on jobs and my granddaughter was getting ready to leave for collage. I think I had check on every work from home job on the net. They all had some kind of twist. Most of them wanted me to pay a large fee of some kind to work for them.
Working for LiveOps has been a Blessing for me and my family. They truly want you to succeed and they prove it by giveing you the best training and support possible. I LOVE the fact that I can set my own schedule. My time with LiveOps has been rewarding. I pray that they will continue to be a company of INTEGRITY. Thank You LiveOps!!!
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I've been with LiveOps since January of 2008. I've been with two other reputable work-from-home companies (Alpine Access and West At Home) and LiveOps has the most flexible scheduling options for mature Independent Contractors.
Thanks to LiveOps, I was able to write my book, "2012 Survival Guide", and having written it, now have the flexibility to promote it on Radio Shows at any time of day or night, and to go on book signing tours for weeks at a stretch, all without losing my status as an Independent Agent.
I absolutely LOVE LiveOps and would recommend it to anyone, in any circumstances! It ROCKS!
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I am so happy my daughter told me about LiveOps. I have been an independent agent for almost six years. LiveOps has given me the opportunity to work, as I am a caregiver for my family. I can not imagine going to a job out in the community. LiveOps is Great!
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LiveOps is a great opportunity for anyone wanting to supplement their income or if they choose to work from home full time. It enables one to do so with so many perks to it. I am grateful that I joined LiveOps 3 years ago and have passed it on to others who were interested in working from home or supplementing their income. I love it and will continue to work it from the comfort of my home. Thanks LiveOps.
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This article is a true reflection of the company. It is an innovative and cutting edge company that sets the standards for all other call centers and virtual service corporations.
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As a "Lopper" the bottom line is "LiveOps works!" We are determined to be #1 and we accept that we need each other to do this. Yes we compete but not in the traditional sense. Every agent's success leads to success for every other agent so it is important that we share and encourage each other to be better at what we do. That was the first lesson I learned at LiveOps.
I've grown a lot in 4 years thanks to great training, great support and freedom to choose. I am judged on a very level playing field, my work ethic which translates to performance.This is the best job I "never" had and I wish only the best for LiveOps and my fellow "Loppers".
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Having a work at home job might seem like an easy way to go; however, working from home takes plenty of self-discipline, determination, and the desire to stay on top of one's skills. LiveOps offers some powerful tools in the way of LOU (LiveOps University) where one can take courses in various products that are offered through LO. It also offers the opportunity to attend conference calls to learn about the latest products and to learn from other agents.
I chose to work with LiveOps because I needed a flexible schedule so that I could take care of family and church responsiblities.
Best success LiveOps!
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When I read this article I came to the realization that Liveops and all of the members of this family are part of an ethical and trustworthy community that has blessed my family and myself in so many ways that I am at a loss for words. I love this opportunity that I have been given, and with hard work skys the limit. As agents we are the first line of communication with the public, so we must also conduct ourself in an ethical and trustworthy fashion, and I see that everyone does every day that I provide services. Way to go Liveops!!!!
And Thank You for everything:)
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Liveops is a great company, where as an Independent Contractor, allows me great work flexibility. The Conference Calls, Certifications, Product Information and Feedback provided by Liveops is outstanding. I am able to increase my selling skills and product knowledge and grow with the most innovative "Work At Home" opportunities offered through Liveops. I am greatful for the opportunity to provide services for Liveops and their clientele!
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I am new to LiveOps and I feel as if I've discovered gold! I LOVE customer service and the opportunity to make money as well...what better combination!!
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Thank you LiveOps for such a great opportunity. I contracted with LO 4 years ago, working full time, and not only has it provided me with the work hours flexibility I needed but also the opportunity to work from home and be there for my children who are home schooled. Their education and mine has greatly increased! I will be forever grateful for the opportunity you provided.
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This is great!! I a currently a contractor for Live Ops and love it, dearly!! This company has truly changed my life!!
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I have to say I have been an Independent Contract with Live Ops since 2009 and I thank God everyday I have this awesome opportunity to work from the privacy of my own home. I have worked in several different industries several of which included call center work and I have to say Live Ops provide you with all the tools to succeed in this field. From the ASRs to other fellow agents everyone is a team player and supports each other in a way that words can't describe. Through Live Ops I have seen such growth and opportunity that no other job has ever given me. I love you LIve ops and the people that I met as well as the ASRS. Rock on!!!
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I have been with LiveOps since 2004 and have never looked regretted my decision to work from home. I love this company!
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I have been with LiveOps for just under 3 yrs now & I can't imagine performing any other job. This opportunity has allowed me to stay at home & work at my own pace & my make own hours which has motivated me more than any other job I have ever had. I am the one who determines my success & that only makes me want to become even more successful. Thank you so much LiveOps!
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I have worked for LiveOps for over 2 years and LOVE working for this company. You can earn great income., while at the same time, work your regular job during the day, LiveOps by night!
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I would like to setup a call center in zambia as part of my project (http://www.managementexchange.com/story/integrated-waste-managemntgreen-...). Is it possible to collaborate with you.Thank you.
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Alright ! Live Ops, way to go ! This is a wonderful article ,I certainly must say that all is true about the company. I feel priveleged to have my home office with Live Ops. I have been an LO Agent since June 2011 and my whole life has changed for the better .Such a warm, caring workforce making life simplier for the agent and the customer we thrive for excellence! I love Live Ops and I will take this opportunity to thank Live Ops again for the opportunity of being an Independent Agent Contractor. I vow to give the best of service on every call I take .. .........Hip Hip hooray!
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Very fortunate and blessed to be part of Live Ops for the past 3 years they are absolutely the best company to work for when it comes to Flexibility, Diversity and Cutting Edge Technology.
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I am a new Independent Agent with LiveOps. Before I started working with LiveOps I was faced with a lot and asked myself "Where do I go from here". I have a lot of medical issues and stress being a number one factor to making these issues get worse thus shortening my life span I needed to take early retirement. I tried working part time and that didn't work either for me with doctor appointments, test and having other responsiblities in my life. With LiveOps I have been able to work around this. Being my own boss has been a great help to me in so many ways. Thank you LiveOps for all you have done for me!!!
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I have been with Liveops for one year this month and I want to say this is the greatest job I have ever had in my entire life!!! I am a disabled single mother who due to a car crash can not walk well enough to have a normal job....Thanks to liveops I can now support myself and my son in a very "comfortable" manner!!! LIVEOPS ROCKS!!! This company provides MANY awesome opportunities for many people!!!!
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Call center like LiveOps are becoming more competitve.
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This company is definitely a "wonderful job" and a great company to be a part of. I enjoy working with them every day. Their training and expertise is amazing!
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Excellent article that shows why LiveOps is defintely a "gamechanger" in the call center industry. LiveOps breeds highly successful agents by giving us the necessary tools and incentive programs to maximize our top potential. Additionally, Liveops has been a life saver for me and my family during this difficult economy.
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I joined LiveOps as a representative last year in April. It has been a great opportunity for me , I love everything about it.
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I have only been with LiveOps since Oct 2011, but it has already begun to turn my economic situation around from $0 income (with an MBA). I feel blessed to have been introduced to this company and have the opportunity to be an independent contractor.
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My daughter-in-law introduced my to LiveOps and I have been an independent agent for just over two years. I couldn't be happier with LiveOps. While I have a full time job I need to keep for insurance purposes (I had cancer previously), I needed a second income. Wow, what a blessing! I work when it's convenient for me, as many hours as I want or am available. Vacations, appointments, illness or my car not starting are no problem. I can even work, and have, in my pajamas. While I've never been a sales person, I have all the training I need and am doing quite well in sales. There are always new opportunities and I look forward to receiving extra pay on time, every time. Don't know what I would have done without this opportunity, and I plan to continue for as long as I can. I've recommended LiveOps to everyone I know who needs extra income, and I hope to be able to retire from the regular workforce someday with the option of working for LiveOps to supplement my income. Excellent opportunity and company!
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In a call center outsourcing services solutions company the work must be really distributed because the demand of call center support is expanding fast, if it is expanding it means that there's a increase drive in profit. Like LiveOps, they cater many consumer, customers and clients around the world so the need in contact center is very in demand for them thus they need a distributed workforce and high quality performance.
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Great story, very informative, a positive for clients, Independent contractors, and Liveops...
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I have been an agent with liveops for about a month now. So far, my small time with the company has been a wonderful experience. Liveops has given me the flexibility to work part-time hours, while committing to my full-time job. I can truly say that I am happy with my decision to choose liveops!
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I have been with Liveops since April of 2011, and I can truly say that this is the best work at home virtual service center I have worked for. Being a single mom of 3, I can stay home with my kids and make money at the same time. I can choose the flexibility of hours and day or night. What job has that flexibility, as well as convenience.
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LiveOps has been a great way for me to become a dedicated business owner. Through LiveOps I have learned many skills on how to not only understand the customers but to make the sale. They provide you with skill and knowledge to questions through the awesome courses they offer. LiveOps is a huge part of my life and I would not change that for anything. LiveOps is number one!!!
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I've only been with LiveOps a few weeks but I can already see how determined the Staff and other Agents are to help you succeed. All concerns are immediately adressed via the e-mail or live chat and that is so reassuring. I also appreciate the training that is available for all to gain experience. In these economic times being paid promptly even during training is so very helpful. This truly is a wonderful opportunity for anyone who wants to work from home! THANK YOU SO MUCH LIVEOPS!!! Carol Martin
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