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Remote work: Best practices from CX consulting experts
Remote work has become an effective, beneficial, and widely adopted model for many business functions. From IT to customer service, companies are reducing operational costs, expanding their talent pools, and maintaining (if not increasing) productivity by enabling their employees to work off...
Customer Support Outsourcing: Keys to Selecting Vendors
Have you ever been left on hold for eternity or gotten frustrated by a chatbot that just can't seem to understand your issue? In today's competitive landscape, exceptional customer service is no longer a luxury - it's a necessity. Did you know that 84% of customers consider their experience with a...
Latest Contact Center Technology Trends in Digital Channels
The digital world is constantly evolving, and contact centers are working hard to keep pace. However, a significant misconception about CX technology in a contact center is that it replaces human agents. Human agents remain crucial as they excel at expressing empathy with frustrated customers,...
Which Shore Is Best for Offshore Outsourcing?
Dedicated business leaders strive for the best: the best team around the conference table, the best reputation with customers, and the best solutions for their challenges. The concept of "best" appeals to our desires for security, quality, and achievement. But how do you determine the best option?...
Finding a Customer Service BPO that Speaks Your Language
Your customer service teams face two main issues. First, customer service needs to do more than solve problems. It must also deliver an exceptional buying experience that builds trust in your brand. Secondly, as the world gets smaller, you need to make sure your customer services can meet the...
Target the Right Technology Solutions With a CX Consultant
Deciding on business technology solutions, including for customer experience (CX), is akin to shopping for a book on Amazon. With thousands of options available, each promising to revolutionize your life or business, navigating this landscape can feel overwhelming. If you’re not an expert on the...
The Realities of “Replacing” People with Technology in CX
“Replace people with technology and save money.” That is the general mentality many people have adopted, particularly since the release of Open AI’s ChatGPT in November 2022. Some people — maybe more often leaders — are excited by this possibility, while others — likely employees — are...
How Journey Maps Boost Customer Experience
Do you ever wish you could get into your customers’ minds as they're interacting with your business to better understand their decision-making process? If only you could get them to take the next step, you could prove they won’t regret doing business with you! Nurturing people through the...
Why Size Matters with Business Process Outsourcing Companies
Do you tend to think bigger is better — or to be avoided? Your tendency may be more of a subconscious mindset than an intentional arbiter. Think about your preferred places of business. Lifetime Fitness or niche gym? Costco or local market? State university or small college? People often...
Protecting Your Brand Through Content Moderation
Trust and safety: a belief and a condition most people would agree they hold as values. The intensity of that value may depend on one’s background and experiences. If you have experienced some form of trauma by someone you trusted, you may be more guarded or a more active proponent of...
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