Why static CX playbooks are no match for fintech disruptors

…As a growing fintech—an ambitious, disruptive, irreverent company looking to fundamentally change the game for the better—you need more than a dusty playbook to drive customer satisfaction and retention. By Corey Besaw, Ubiquity As established brick-and-mortar banks left themselves exposed through unwieldy digital customer experiences, fintechs have seized the opportunity to differentiate through outstanding CX. […]

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 […]

The role of BPO agents in exceptional customer experiences

…4 ways advanced customer service agents deliver better customer experiences For a lot of established companies, finding and choosing a business processing outsourcer (BPO) is a chore. Much of the market looks uninspiring and undifferentiated—competing in a race to the bottom instead of quality—offering only service agents that recite scripts to churn through as many […]

How BPO can create stickiness for challenger brands

…Here’s the thing about building customer satisfaction and retention for your business: Even though you may excel at attracting the right crowd to your challenger brand, if you can’t hold your audience’s attention or give them compelling reasons to return, it’s hard work gone to waste. Your brand can’t rely solely on looking slick—it’s got […]

Super CX: Why exceptional customer service starts with BPO agents

…How to transform customer service agents into CX superheroes. Great CX can’t count on numbers alone. For a long time, effective customer service centers were judged on numbers: low Average Handling Times, high Net Promoter Scores and strong Customer Satisfaction ratings formed the core of business process outsourcing (BPO). When you measure success by volume […]

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 […]

CX Chronicles: Finish The Last Mile Digital Experience Strong

…By Loraine DeBonis, Ubiquity In the race to accelerate digital transformation and embrace omnichannel commerce, brands need to make sure the customer journey works well from start to finish. I’ve spent the last few weeks talking to my colleagues about some of our recent shopping experiences that didn’t quite hit the mark—and some that were […]

CX Chronicles: The Ultimate Key to Great Customer Experience

…Great CX demands a culture of empowerment, which means giving customer service agents the right tools and support to go the extra mile for customers. By Megan Porter, Ubiquity I work on making training better and more effective for customer service teams around the world every day. Some agents are working in-center; some are working […]