The most telling metrics behind BPO customer service

…3 (and a half) customer service metrics you’re not measuring (but probably should be) For ambitious disruptor companies, customer service is a core part of sustaining an upward trajectory—for business growth and brand. So it’s crucial to understand the minutiae of your customer journey—from the seamless and intuitive parts to the friction points hindering your […]

Why the right BPO drives exceptional customer experience

…The problem with transactional business process outsourcing—and why relationship-based outsourcing delivers connected customer experiences and long-term growth. When it comes to selecting an advanced outsourcing partner, it’s tempting to focus on quick wins and sharp pains rather than long-term goals. And that’s understandable. Traditional business process outsourcing (BPO) is transactional by nature. It’s designed to […]

Three Keys to Delivering Exceptional CX in a Crisis

…In times of crisis, companies must evaluate what matters most. Businesses that lead with strong values, culture, and attention to caring for their stakeholders and customers tend to stand out. During a crisis is when it’s of the utmost importance to look closely at prioritizing excellent CX practices, as companies who do so will come […]

Breathing Life into Financial Services

…When you’re setting out to build a bank tailor-made for freelancers and other gig workers, refining your customer journey is a must. But you also have to build a multichannel customer support infrastructure to bolster your mission. Find out how Ubiquity is helping Oxygen make their presence known in digital banking. Download Case Study

Transforming Tech Support with Data Analytics

…Case Study: Poynt Poynt’s engineers were spending more time on the phone and less time on product development. Ubiquity solved the problem with a data-driven strategy that also took customer satisfaction to new heights.   Download Case Study