Liveops - Customer Service Training Product of the Year
Company: Liveops, Scottsdale, AZ
Company Description: Liveops offers an on-demand, highly-skilled workforce of onshore virtual customer service and sales agents. Without the overhead and attrition issues of the traditional call center, our model scales to meet seasonal or daily spikes in demand. More than 400 organizations across service industries trust Liveops to deliver an enterprise-grade workforce.
Nomination Category: New Product & Service Awards Categories
Nomination Sub Category: Customer Service Training Product of the Year
Nomination Title: Liveops Customer Service eLearning LMS
Tell the story about this nominated product or service (up to 650 words). Describe its function, features, benefits, and sales to date:
Liveops is the leading provider of on-demand skilled workforces for customer service and sales. When companies have customer service needs, Liveops provides flexible, experienced, agents who can deliver call center services and/or augment their current call center capabilities. The company was founded in 2000 and currently provides a network of tens of thousands of remote, U.S.-based call center agents to hundreds of organizations, ranging from small businesses to Fortune 500 brands in industries like telecom, healthcare, insurance, retail, and e-commerce.
Liveops sources the best U.S. agents, no matter where they live, to handle its customers’ calls. The company’s onshore network of highly motivated, skilled representatives is comprised of a wide variety of backgrounds, work experiences, skill/education levels, and demographics nationwide.
One way in which we are able to activate this remote workforce and exceed enterprise-level expectations for our customers is through our agent learning platform. Our certification programs set Liveops apart from other providers with a variety of self-paced learning approaches to prepare agents for specific customers, transforming each agent into an extension of the brand. The company’s performance-based model includes social tools and gamification programs to optimize agent performance. In addition, Liveops agents learn to leverage our industry-leading security platform with Level 1 PCI DSS compliance, data transfer, storage encryption, and secure exchange.
From day one, the Liveops Learning team works with each business to analyze the company’s needs and create a custom curriculum. Liveops then builds the instructional content and works closely with the company to determine the best delivery method to present the curriculum to its workers.
Liveops hosts all learning content in the Liveops LMS (learning management system). Alternatively, a customer can host the content on their own LMS. Liveops also performs “train-the-trainer” sessions and updates content to address changes based on customer needs. Converting client classroom to a blended solution compresses learner seat time by 40% on average. With this approach, clients who historically paid for agents to attend training see significant ROI.
What companies can expect:
-A custom-made curriculum that aligns with a company’s needs and mission, tailored to the appropriate delivery method for each audience, which can include eLearning, situational simulations, facilitator and student guides, videos, and more.
-Our blended curriculums have shown to reduce learning time by 40%, in-return providing instant ROI on clients training costs.
-Tools to empower learners to meet performance goals, with contextual practice to retain content.
-Access to a powerful learning platform so learners can complete skill-building exercises at their own pace.
-Analytics to track ongoing learner performance and results.
In addition, some of our most significant recent improvements involve fine-tuning the learning process to cater to different types of materials to the most effective learning styles for information retention. For example, we have found that soft skills exercises are better delivered live by a facilitator in a real-time virtual simulation. Providing learning content that is in tandem with individual learning styles has shown to increase speed to performance by 14%. (Learners reach proficiency 14% quicker than classroom training, allowing both the client and agents to start earning money faster.)
Today, more than 80% of Fortune 500 companies are using or planning to use home-based agents. This means skills development for both employees and flex workforces needs to be accessible from anywhere, at any time, as opposed to classroom training offered to service agents in traditional call centers today. With distance learning programs, Liveops builds on its vision to tap into the higher-skilled gig economy by providing learning solutions that equip flex and distributed workforces with ongoing skill development to deliver exceptional customer service and sales support. Our curriculum won gold in the 2016 and 2017 Stevie Awards, and took gold again in the BrandonHall Excellence Awards for Learning.