Category: Technology Solutions

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 […]

Using AI to Drive Customer Experience

…Expect Wider Adoption of Technology as Brands Seek to Personalize Service By James Hewitt, Aigent You may not know it, but artificial intelligence is everywhere today. Ever ask Siri, Alexa, or Google Home a question? Or used Waze to find your way home? AI powers the algorithms behind these devices and apps, the social media […]

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. […]

Mind Your Metrics: Delivering the Best CX Demands Data and Action

…You can’t manage what you don’t measure, but you can’t stop there. Delivering the best customer experience demands turning data into action. For BankMobile, which operates a higher ed disbursement product that reaches one of every three U.S. college students and a white-label Banking-as-a-Service platform, defining what makes a great customer experience is just the […]

The Future of Work Is Choice

…Customer support—and just about any kind of work—will have to be flexible enough to accommodate more choices for clients and employees to thrive going forward. By Matt Nyren, President and CEO, Ubiquity In recent days I’ve seen two competing narratives taking shape about the future of customer support. The first is that the pandemic is […]

CX Innovators: TASC Delivers Omnichannel CX with Universal Account

…In this installment of our CX Innovators blog, TASC’s Director of Customer Experience talks about the vision and tech behind their universal benefits platform, which is transforming CX and helping them respond rapidly to COVID-19. Making tax-advantaged employee benefit accounts easy to use is critical to driving adoption, usage and retention. For Madison, Wis.-based Total […]

The Human Side of AI

…Artificial intelligence (AI) is quickly moving from a futuristic concept to a bedrock technology, helping to improve commerce and customer experience across industries. However, the application of AI-enabled services can be inconsistent and sometimes premature. Many business leaders have more questions than answers about the best ways to utilize AI for growth and efficiency. When […]

A/B Testing Fuels Portfolio Growth

…Refining the customer journey helped Spanish-language media titan Univision improve retention and profitability. Univision initially hired Ubiquity for bilingual customer service for their pioneering prepaid program; however, Ubiquity’s operations team quickly identified key areas of opportunity to support the company’s broader growth initiatives. The CX specialist worked in tandem with Univision to devise a testing […]

Ubiquity CEO Featured in Inc.’s Winter Issue

…Ubiquity co-founder and CEO Matt Nyren is featured in the Winter Issue of Inc. magazine, on newsstands now. Matt discusses how Ubiquity is transforming the vendor relationship into a strategic partnership that helps clients reduce costs, boost growth and improve customer satisfaction. Whether for a Fortune 100 brand or a unicorn startup, Ubiquity sees its […]

Don’t Let Your IVR Lead Customers Astray

…By Loraine DeBonis, Director of Corporate Communications On a recent weekend, I got a fraud alert from my credit card company asking to verify a transaction. It was $11 for an online retailer in Jakarta. I confirmed it wasn’t me, and I was relieved my credit card company was looking out for me. But what […]