Tuesday, November 4, 2014

LiveOps: The Contact Centre Reinvented

GIROTRA Karan, NETESSINE Serguei, STOURAS Konstantinos
©2014 INSEAD Case Study
Also available: Teaching Note
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The case is about the emergence of the virtual contact centre, which employs a geographically dispersed workforce in the cloud. LiveOps' 'home-shore' business model combines the following innovations: (1) it allows agents to work when they choose to, but pays them only for the time they are serving customers, and (2) it is based on meritocracy, i.e., better performing agents get more work and are paid more. The virtual contact centre is evaluated against traditional contact centre solutions in the context of a relief operation helping storm evacuees connect with relatives in the wake of Hurricane Katrina.