Liveops Invests in Flexible Agent Workforce

Liveops strives to deliver the best possible level of service with every call

Liveops Invests in Flexible Agent Workforce

Liveops Inc., the leading provider of skilled virtual workforces for customer service and sales, announced today that it is launching its powerful strategy to improve agent experience for its network of independent contractor agents.

Today’s shifting economy requires professionals to have safe, at-home work options with both flexible and high earning potential. As a highly motivated member of the independent contractor agent community, Liveops strives to deliver the best possible level of service with every call and optimise the agent’s workflow at every turn to show its commitment.

The company has recently launched an applicant tracking system powered by Fountain, designed for high-volume recruiting. Liveops was looking for a platform that could manage high-volumes of applicants, reaching over 1,000 per day, and deliver a seamless applicant experience at the same time.

The Fountain system chose from the gathered agents’ feedback about their journey and their ability to meet the organisation’s needs. The platform is now more mobile friendly, has an intuitive interface that covers almost all onboarding tasks within the workflow.

Sean Behr, CEO of Fountain, said:

“We’re excited to partner with Liveops to deliver a seamless experience to applicants.”

“The deep partnership during our integration was a shining example of how teams can partner to build a customized experience resulting in higher throughput and deeper analytics.”

Liveops is planning to continue optimising the digital and community-driven agent experience, transforming several agent-facing platforms. The company will present a new solution for hosting the agent community, a collaborative space for agents to connect and share best practices. Liveops will also introduce a new learning management platform to support their awards-winning distance learning and launch a new service support system.

The company’s efforts in process improvements and strategic investments in technology solutions have been recognised with the 2021 Stevie Awards Bronze Winner for the “Customer Service Training or Coaching Programme of the Year” category, FlexJobs’ Top 100 Companies to Watch for Remote Jobs in 2021, the 2020 Pillar World Awards New Hire Training and Outstanding Contractor of the Year, and Phoenix Business Journal’s 2020 Best Places to Work.

Katie Bapple, Senior Director Agent Experience at Liveops, said:

“Liveops has spent the last year mapping the agent experience and surveying top Independent agents to identify friction points. 2021 is the year where technology bridges the gaps identified, digitally transforming the agent experience so agents can concentrate on what they do best – providing incredible service.”

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