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Selected Case

published: 27 Oct 2014

Abstract:
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. Please visit the dedicated case website to access additional teaching material.

Pedagogical Objectives:
The main objectives of the case are to explore the opportunities of a new type of contact center, its suitability for time-critical operations, and the challenges of implementing a home-shore contact centre solution that has myriad applications outside the disaster relief setting used here.

Keywords:
Virtual Call Centre, Home-Shoring, Work-From-Home, Business Model Innovation, Flexible Operations, Employee Management, Distributed Workforce, Online Marketplace


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