The Next Evolution Combining
and Leadership Development
Operational Excellence, Performance
and Employee Retention
The Virtual Live Labs™ Difference
Serving Both Internal and BPO Organizations
Recognized as a subject-matter expert on virtual/work-at-home environments and leadership development, Vicki Brackett has written for and been interviewed by Forbes, Fast Company, Fortune Magazine, CFO Magazine, CEOWorld, HR News, CIO Magazine, Training Magazine, Diversity Women, Houston Women, ICMI, Help Desk International and a host of other publications, news outlets and podcasts on creative work-at-home and employee engagement strategies.
Vicki has spent almost two decades transforming contact centers into thriving virtual/work-at-home environments that achieve stellar performance and high employee satisfaction. She is the Founder and President of Virtual Live Labs™. Today, employees in the virtual/work-at-home environment are struggling with the feeling of being disconnected from their managers. At the same time, managers are struggling with employee engagement and accountability. Virtual Live Labs™ help organizations navigate a Virtual First™ environment helping leaders re-engineer how they lead in a virtual/work-at-home environment. Utilizing specialized Virtual First Tools™ inside Virtual Live Labs™, organizations see increased employee engagement and
productivity, higher customer satisfaction and increased sales, while seeing reductions in employee retention and absenteeism.
Vicki is also the author of ‘The Leadership Toolbox - Manage Less Achieve More,’ a book about her experience running virtual/work-at-home and brick & mortar contact center organizations from 200 to 2000+ people across industries ranging from consumer technology, education, automotive, cosmetics, nutrition and other consumer products. Her book showcases a set of leadership tools have been vetted by thousands of employees and offer a proven approach for helping informal and formal leaders quickly increase leadership skills to cultivate high employee engagement and accountability. These tools offer fun, engaging and practical applications that can transform organizations into top performing organizations where employees love coming to work, are highly engaged and help move the organization forward.
Creator of Virtual Live Labs™
What are Virtual Live Labs?
Results for both internal brand organizations and BPOs
· Re-active leaders evolve into pro-active leaders
· Increase & maintain employee engagement
· Lower absenteeism
· Higher employee retention
· Increase new agent speed to competency
· Drive employee productivity
· Higher customer satisfaction
· More top line revenue
· Increase your bottom line
· Identifying gaps in recruiting, onboarding, training, nesting and operations
While at the same time
· Identifying gaps
· Creating a Success Roadmap for your organization
Our BPO clients see a reduction in penalties and increases in their performance bonuses on their invoices.
Here's why supervisors are struggling in the work-at-home environment that negatively impacts KPIs.
Here's what our customers are saying
“There was a tremendous impact on our team and we realized very positive results in a short period of time.”
- Senior Director, North America
“I believe that anyone that gets the opportunity to get this type of support will see tremendous results and learn more than ever expected.”
- Senior Global Vendor Manager
“Turned a site from complete failure into a success delivering some star metrics.”
- Director, North America
"We were able to quickly develop processes and communication flow that improved our level of customer service and maximized the effective use of our resources."
- Director, North America
Virtual Live Labs™
Weekly Learning Forums
Hosted Over a 30-day Period
Breakthroughs Reported Weekly
Examples of Our Learning Forums
Walk the Virtual Floor and Engage
Employees Build A Positive Chain Reaction
Duplicate Your Efforts to Move Faster
Get Your Team Motivated To Be Accountable
How To Gain Visibility On The Virtual Floor
Get Your Point Across Faster and Inspire Momentum
Breakthroughs from our Virtual Live Labs™
More Employee Engagement and Accountability
Reduce Employee Turnover
Increase Employee Productivity
Higher Customer Satisfaction & Sales