6 Proven Strategies for Virtual Training & Onboarding

…Ubiquity’s SVP of Learning Services offers insight into how customer service operations can adapt onboarding and training to a virtual environment.  By Megan Porter, Ubiquity  Moving existing customer service agents to a work-from-home environment is one thing. Onboarding and training new agents virtually is something else entirely.  With many new clients opting for Ubiquity at […]

How Startups Can Leverage CX to Accelerate Growth

…Addressing customer experiences early on pays dividends as startups ramp up Venture capital fundraising has reached heights this year. In the second quarter of 2021, venture funds poured $75 billion into U.S. startups. Fintechs and proptechs, which pulled in a record $9.7 billion in the first half, have seen funding activity soar. Flush with capital, […]

The 5 core ingredients for growing customer service delivery

…The secret to growth-oriented customer service outsourcing Let’s get this out of the way. Customer service doesn’t always have a great reputation. You’re forgiven to think this. Everyone’s been on the receiving end of customer service that doesn’t hit the mark. Customer service departments (usually a contact center) experience many growing pains to improve customer […]

The Role of Learning and Development in Customer Experience

…A development mindset can turn the tide One of the pitfalls of massive, sudden success for businesses—particularly in the tech space—is the blindspots and unintentional complacency it leaves in its wake.   From Kodak to the mobile phone arm of Nokia, seemingly-bulletproof businesses have let huge growth overshadow continuous learning and improvement, and toppled as a […]

Scale your CX strategy to boost growth and satisfaction

…How to scale your CX strategy in line with your business goals and customer needs So you’ve developed your CX strategy and tested it in a real world context. Job done. Right? Well, not quite. The real proof of your CX strategy isn’t in how good it looks on paper—it’s how well it scales up […]

Chatbots: Are they meeting the needs of today’s customers?

…Despite best intentions, virtual agents may not deepen customer relationships The COVID-19 pandemic has only accelerated digital commerce and the pressing need for brands to service new and far-flung customer relationships. More people are interacting with products and services from the comfort of their own homes today. Visit a brand’s website, and you’re likely to […]

Turn CX strategy into process excellence with the right BPO

…Let your BPO turn customer experience strategy into ongoing process excellence By: Jen Garde, SVP of Client Relations Changing your business processes to align with a new customer experience strategy is easier said than done. Many leadership teams have no problem deciding what the business will do. But great intentions don’t always match reality. Enabling […]

3 ways technology is helping retailers boost loyalty

…The retail industry was deep into an omnichannel revolution when COVID-19 entered the picture to drive 10 years of growth in six weeks.1 Customers quickly responded to the changing environment by changing shopping behaviors — leaving retailers to decode the new landscape of loyalty. The biggest change so far? The dominant role technology plays in not […]

Why great customer experience marries technology and culture

…How to balance culture and tech for CX excellence By Tanya Clark, Ubiquity The average turnover rate in U.S. contact centers is 30-45%1. And it’s no wonder. BPO call centers are usually seen as a stopgap rather than a serious career path—as places that chase aggressive CX metrics with a revolving door of burned-out staff. […]

7 empathy principles for healthcare outsourcing services

…Bring empathy to healthcare outsourcing services By Carlos Baltodano, Ubiquity Say you need medical attention—and you have a choice of two equally qualified, competent doctors. Would you choose the doctor who doesn’t take your problem seriously and makes you work to get answers? Or the doctor who really listens to you and makes you feel […]