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Senior Vice President and General Manager, Agent Services
HQ Phone:  (650) 453-2700
Direct Phone: (480) ***-****
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555 Twin Dolphin Dr # 400
Redwood City, California,94065
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 respons... more.
Chief Operating Officer firstname.lastname@example.org
By Greg Hanover | Published: July 11, 2016 | Comments
Greg Hanover Greg Hanover is the chief operating officer (COO) at LiveOps, where he oversees leadership, strategy and operational excellence across the business and reports directly to the LiveOps' Board of Directors. Greg brings 15+ years of business process outsourcing (BPO) expertise to LiveOps. Prior to being appointed COO, he was the senior vice president and general manager where he was responsible for LiveOps' end-to-end contact center services strategy and market acceleration. Greg joined LiveOps in 2008 to oversee the client services organization and drive quality customer service. Then in 2012, he was named vice president of community operations overseeing a 20,000-strong agent community with a focus on expanding the model into new verticals including enterprise customer care. 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. He 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. More from Greg Hanover Don't Drop the Call If You Build It They Will Come Gamification Yields Big Returns When You Target the Right Behaviors
The LiveOps Learning and Development team was recognized in the category of Customer Service Training Team of the Year and LiveOps' COO, Greg Hanover, was named a finalist in the category of Contact Center Leader of the Year.
"Additionally, LiveOps is extremely proud of the tireless work Greg has put into transitioning the company to where it is now.
LiveOps Announces Greg Hanover as Its New Chief Operating Officer
LiveOps Announces Greg Hanover as Its New Chief Operating Officer Greg Hanover, Vice President and General Manager, LiveOps Inc., has been now appointed as the Chief Operating Officer (COO) of the organization.
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.