that can have a huge impact to your bottom line. · say customer experience is essential to their...

...that can have a huge impact to your bottom line.

3Here are 3 secrets to smarter Customer Engagement:

The home-based agent model is rising to the challenge

How industry leaders in Customer Engagementuse home-based agents with success

www.liveops.com/SmartCustomerEngagement

say Customer Experienceis essential to their competitiveness

follow a defined customerexperience process

3 Secrets for Smarter Customer Engagementwith Home-Based Agents

Are you doing enough to make sure your customers are getting the best experiencewhen they contact your company?

The Importance ofVoice

Don’t forget the phone

InsuranceThis Fortune 500 insurance company

scales quickly to handle claims calls after anatural disaster.

of customer interactions are donewith a live agent by voice

Have enough qualified agents available tohandle any huge spike in calls…

Real-time dashboards give you visibilityinto agent performance

E-Learning and gamificationaccelerate results

CALLS AGENTS AHT

IN

+ +

certified agents in just hours

…while delivering the same service leveland quality

RetailThis $700M floral company handles huge

holiday spikes in phone orders at a highsales conversion rate.

PharmaceuticalThis Fortune 100 company utilizes

specialized home-based agents to deliver ahigh quality brand experience at lower cost

The Importance ofFlexibility and ScalabilityBe there for your customers at any moment

The Importance ofPerformance Management

Leverage proven tools to improve results

Highly satisfied customers are less likely to switch

And this leads to repeat or additionalbusiness, and positive word of mouth

Sources: Forrester Research, IDC, Nielsen, LiveOps

of consumers prefer interacting with companies via the phone for important matters,

such as financial services

1 2

Moreexperienced /skilled talent

Ability to localize

Increasedcustomer

satisfactionscores

Reduced costs

Ability toscale quickly

calls answered

call volume in 24 hours

customersserviced

certified agentsavailable in just hours

lowerlabor costs

seconds

100kcalls in 2 weeks

20

coverage

24x7x365

70%conversion rate

to sales

customersatisfaction

scores

calls answeredwithin 30 sec.

agentattrition

reduced agentramp-up time

sec

Improving customer experience should be a top priority…

30%

45%

increased agent performance

lower operational costs

call answer rate

81% of executives

48%48%

3x

3x

100%

500

20%

20% 85%

<10% 30%

56%56%

90% 20

but only 20%