Virtual Live Labs™ - Case Studies
How an Organization Re-engineered Processes to
Navigate Change in a Virtual/Work-at-Home Environment
Due to the inefficiencies of the internal help desk, supervisors in a 650-seat virtual/work-at-home technical support contact center were tasked with internal help desk duties in addition to their regular duties.
Low agent utilization and lost agent coaching
time had a direct effect on customer service
satisfaction scores and labor costs. This
company needed assistance in re-engineering
how their leaders navigated a Virtual First™
environment. Utilizing Virtual First™ Tools, new
strategies for the internal help desk, along with a new way to tackle projects quickly, and consistent communication with the virtual operations floor were needed to reverse this trend.

organizations needed to increase customer service satisfaction scores (CSATs) very quickly. Utilizing Virtual First™ Tools, they were able to engage employees and decrease absenteeism and attrition while increasing CSATs. The organization won back their contract and increased their bottom line contribution.
Company Losing Millions of Dollars Needs to Increase Employee Engagement to Drive Change and
Employee Performance

With hundreds of jobs and a multi-million dollar contract on the line, these
How a Company Tapped into Their Number One Asset
to Hit Sales Target
