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2016-10-19T00:00:00.000Z

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Greg Hanover

Senior Vice President and General Manager, Agent Services

LiveOps, Inc.

Direct Phone: (480) ***-****       

Email: g***@***.com

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LiveOps, Inc.

555 Twin Dolphin Dr # 400

Redwood City, California 94065

United States

Company Description

LiveOps provides best-in-class on-demand call center technology, as well as virtual call center services through our network of over 20,000 independent home agents, to hundreds of companies in both direct response and enterprise markets. In the direct re ... more

Find other employees at this company (748)

Background Information

Employment History

Director of Event Operations

Phoenix Coyotes

Director of Client Services

InPulse Response Group Inc

Education

B.S. Degree

Marketing

Canisius College

MBA

Marketing

Canisius College

Web References (14 Total References)


Don’t Worry, Be Happy! How To Keep Agent Morale Up During Peak Periods - C3 Connect

www.c3connect.com [cached]

Greg Hanover, VP of Agent Services at LiveOps, said that individual agents are motivated by a variety of different things. "For one it may be recognition while financial compensation may inspire another. Or it could be a combination of a few factors. So it is important to have a comprehensive motivation program in place that speaks to these different motivators," he said. Hanover added that it is also critical that supervisors identify what motivates each agent and play to that individual's interest(s). "This type of program is necessary 365 days a year, and not just during holidays, special events or peak periods," he emphasized.

For Hanover, a comprehensive motivation program consists of, at minimum, six different motivators: * Supervisor guidance and support - It is important for supervisors to be present and involved. Just being there, checking in and building that social bond or relationship goes a long way to inspire an employee to work hard. * Recognition - Simply acknowledging an individual and showing appreciation for his or her work, both publicly and privately, can help inspire someone to work harder. * Reward - Hanover noted that agents often appreciate a prize or bonus. * Learning and growth - People like to learn new things so providing clear growth plans with goals and development opportunities can be enough to drive an individual to strive for excellence. * Team - Establishing a supportive, collaborative environment makes agents feel like a part of a team working toward a common goal. * Fun - Infusing friendly competition into the mix with gamification and contests during peak periods can help build the team spirit and add fun to an otherwise challenging time.
Hanover stressed that consistency is key. "It is critical that a program is implemented throughout the year to ensure that the effort put forth by the contact center management team are viewed by the agents as sincere and worthwhile," he said.


LiveOps is a leader in ...

www.liveops.com [cached]

LiveOps is a leader in providing outstanding customer service in part because we have a talented team driving innovation and improvement in our agent training and support," said Greg Hanover, SVP and general manager of LiveOps.


"LiveOps is a pioneer in ...

www.liveops.com [cached]

"LiveOps is a pioneer in offering work-from-home opportunities that allow people to take control of their schedule and earning potential," said Greg Hanover, SVP and General Manager of LiveOps.


Management | LiveOps Cloud Contact Center | Call Center Software

www.liveops.com [cached]

Greg Hanover SVP and GM of Agent Services

...
Greg Hanover SVP and GM of Agent Services Linkedin
Greg Hanover is Senior Vice President and General Manager of Agent Services at LiveOps. He is responsible for the end-to-end delivery of LiveOps' cloud talent customer interaction services via the most scalable true cloud contact center platform, LiveOps Platform. In this role, he manages the virtual community teams. Under his guidance, these teams launch and manage new customers who leverage LiveOps' community of 20,000 home-based, independent agents.
Greg brings 15+ years of technology and contact center expertise to LiveOps. Prior to being appointed SVP & GM of Agent Services, he managed the retail business unit at LiveOps that remains the category leader within the contact center industry . Greg's held previous contact center leadership roles at the West Corporation and InPulse Response Group. He has extensive customer service expertise in the retail, financial services, and healthcare industries. Greg started his career in the Sports and Entertainment industry holding various operational leadership roles.
Greg holds an MBA and B.S. Degree in Marketing from Canisius College.


Management | LiveOps Cloud Contact Center | Virtual Call Center Software

www.livework.com [cached]

Greg Hanover SVP and GM of Agent Services

...
Greg Hanover SVP and GM of Agent Services Linkedin
Greg Hanover is Senior Vice President and General Manager of Agent Services at LiveOps. He is responsible for the end-to-end delivery of LiveOps' cloud talent customer interaction services via the most scalable true cloud contact center platform, LiveOps Platform. In this role, he manages the virtual community teams. Under his guidance, these teams launch and manage new customers who leverage LiveOps' community of 20,000 home-based, independent agents.
Greg brings 15+ years of technology and contact center expertise to LiveOps. Prior to being appointed SVP & GM of Agent Services, he managed the retail business unit at LiveOps that remains the category leader within the contact center industry . Greg's held previous contact center leadership roles at the West Corporation and InPulse Response Group. He has extensive customer service expertise in the retail, financial services, and healthcare industries. Greg started his career in the Sports and Entertainment industry holding various operational leadership roles.
Greg holds an MBA and B.S. Degree in Marketing from Canisius College.

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