LiveOps: The Contact Centre Reinvented

Case Solution

Karan Girotra, Konstantinos Stouras, Serguei Netessine
INSEAD ()

The case is about the rise of the virtual contact center employing a geographically dispersed workforce in the cloud. The LiveOps home business model combines the following innovations: (1) it allows agents to work when they want, but only pays them for the time they serve clients, and (2) it is based on meritocracy, that is , better performing agents get more work and get paid more. The virtual contact center is being compared to traditional contact center solutions as part of a relief effort helping storm evacuees connect with their families after Hurricane Katrina.

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