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. […]

Why fintechs stand to win more customers with BPOs that nurture agents

…By Megan Porter, Ubiquity It’s a strange time to be an ambitious fintech. Brick-and-mortar institutions are racing to update their legacy practices to keep up with their customers’ demands. Meanwhile newer fintechs face a different, arguably tougher (but way more exciting) challenge: redefining customer expectations. Think about the change we’ve already seen. Comprehensive banking services […]

Why BPO culture defines exceptional customer experiences

…5 traits of growth-oriented BPO culture (and why they matter) By Matthew Agronin, Ubiquity Successful challenger brands run a two-legged gauntlet. Part One: Reposition what’s possible in your corner of the market. Part Two: Own that corner. After all, the goal isn’t to stay a perpetual challenger—it’s to become a leader. And that applies to […]

The role of BPO agents in exceptional customer experiences

…4 ways advanced customer service agents deliver better customer experiences By Tanya Clark, Ubiquity For many 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 […]

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 […]

Spreading Joy this Holiday Season and Beyond

…We’re nearly to the end of 2020. Much has and will continue to be written about the months that now lay stretched behind us. My hope is that the lessons we carry forward will remind us of our connectedness and our ability to overcome anything, together. With people at the heart of our business, we […]

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 […]

Celebrating Our Dream Team

…This Customer Service Week we took some time out of each day to have some fun and celebrate the hard work and dedication of our teams.  An international event sponsored every year by Customer Service Group, this Customer Service Week’s theme, “Dream Team,” couldn’t be more appropriate.  Although the festivities were somewhat different than in […]

Six Proven Strategies for Virtual Onboarding & Training

…Ubiquity’s VP 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 close to 30 new clients since the […]

Is Employee Turnover Affecting Your Customer Loyalty?

…Turnover for contact centers is typically double the average for other U.S. industries. In some geographies and verticals it can be as high as 100%, putting productivity, performance and customer satisfaction at risk. If you’re outsourcing something as important as customer service, you need a partner that excels at employee engagement and retention, both of […]