News and Insights
The 5 core ingredients for growing customer service delivery
Customer service doesn't always have a great reputation. From better agent experiences to better measurement processes, here's five things to know for how to improve customer experience via customer service outsourcing.
Ubiquity Names Peg Johnson to Lead Growing Fintech Business
Payments Veteran Joins Ubiquity as SVP, Fintech to Integrate Suite of Services for Challenger Banks and Fintechs.
Using AI to Drive Customer Experience
AI is creating new opportunities for companies to deliver improved CX and is poised to undergo another dramatic shift as decision-makers adopt AI to revolutionize the customer experience.
The Role of Learning and Development in Customer Experience
Sticking to the script can do more harm than good for BPO organizations and customer service teams. It pays to prioritize learning, training and development—for your churn rate, your customer experience and your bottom line.
Scale your CX strategy to boost growth and satisfaction
Defining your CX strategy is just the start. Scaling it up is harder. Discover how to optimize your people, processes and technology for CX success at scale.
Why healthcare complexity shouldn’t hurt member experiences
Comprehensive healthcare cover is complex, multi-faceted and fraught with potentially life-changing risks. So how can healthcare call centers manage this complexity for strong and secure member experiences?
Chatbots: Are they meeting the needs of today’s customers?
Chatbots are pervasive and have altered how customers engage with brands – but are they working, and do they meet the needs of today’s digital consumer?
3 questions to improve your outsourced healthcare experience
Healthcare providers have a tough mandate: deliver empathetic and effective service to members with every interaction. How can you tell if a potential outsourcer is up to the task? Here’s how…
Turn CX strategy into process excellence with the right BPO
Connecting with the right outsourcing partner helps your customer experience strategy take off—better process builds up customer service agent skills and improves customer satisfaction.
3 ways technology is helping retailers boost loyalty
CX has become the pivotal advantage retailers can use to outmaneuver the competition, if done right. Discover the most important qualities of CX driving loyalty in a post-COVID-19 marketplace.
Why great customer experience marries technology and culture
Call centers often chase new tech initiatives in pursuit of better CX. But they’re missing half the puzzle. Here’s why the right tech is nothing without the right culture.
7 empathy principles for healthcare outsourcing services
Healthcare outsourcing services need empathy built into the customer experience. Improve your healthcare customer experience with our principles.
3 keys to maximizing the digital banking customer journey
The banking industry has been in a frenzy to create the best digital customer experience. Discover the keys to successful digital transformation (and the missteps to avoid).
Building a social determinants of health strategy? Data is the key.
With investments in social determinants of health initiatives ballooning, we asked experts to weigh in on building an SDOH strategy that works.
Great CX (and better economics) are on the menu when AI and people work together
Discover how offshore outsourcing helped ConverseNow deliver better CX to hungry customers while boosting efficiency and revenue for the restaurants who rely on them.
Customer experience (and sales) at risk as call volumes surge
The U.S. labor shortage combined with a spending frenzy is a perfect storm for customer service. Brands are struggling to hire fast enough, which leads to longer hold times and poor customer experiences that threaten sales and loyalty.
Customer experience has never been more important
A new survey explains the key drivers of great customer experience and what they mean for brands. (Hint: Consumers value speed and accuracy but also brands who make them feel heard.)
Drive seamless CX across the front, middle and back office
The bigger you get, the more complex you become. But the right BPO can break the silos separating back, middle and front offices down—while also helping you charge toward better customer experiences.
3 powerful ways advanced BPOs drive ambitious business growth
From empowered customer service agents to better performance metrics, here are three ways your BPO should be using customer experience to drive business growth.
Return on Outsourcing: How challenger brands get more from BPO
Traditional CX doesn't work for challenger brands: static playbooks, unmotivated service agents and rigid processes can’t adapt to rapid customer-driven change. You and your customers deserve better.
People and Culture
Why fintechs stand to win more customers with BPOs that nurture agents
Your customer service teams are the front-line ambassadors for the big CX promises your brand makes. So when it comes to BPO, it’s vital to pick an outsourcer that explicitly connects agent development to growth-centric CX strategies.
5 ways disruptors can boost customer service satisfaction
NPS and CSAT are key parts of any BPOs performance metrics. For challengers in tricky markets like fintech and telecom, it’s vital to do everything in your power to keep those scores sitting pretty. Here are 5 ways to make it happen.
How young companies unlock exceptional customer experiences
Keeping CX in your sights throughout early growth is a lot easier when you make the right investments up front. And while you can’t pay your way to world-class CX, you do need a strong, future-proof CX strategy.
5 must-haves for world-class CX for digital banking
With the onset of the global pandemic, it became even more critical to provide an engaging, seamless digital experience. Stay ahead of the competition, delight and retain customers with this in-depth look at winning digital banking CX.
The CX Bible: Turn service challenges into growth opportunities
Transform high-stakes moments of customer tension into high-value, loyalty-driving outcomes with these unflinching CX parables for challenger brands. Our in-depth eBook shows you how with actionable insights from the real world.
How ambitious disruptors can find the right BPO
Choosing the right BPO partner from a cast of thousands is an unenviable task. But by asking the right questions around culture, openness, performance (and a few other things) challenger brands can start to build a picture of the perfect BPO for better customer experiences.
CX Innovators: Why Oxygen wants to create the best CX on the planet
It’s not enough to be the best in a category like digital banking, the fast-growing challenger bank, which targets gig workers and SMBs, plans to set the bar for great customer experience in any industry by investing in people and technology.
People and Culture
Why BPO culture defines exceptional customer experiences
It’s tough to quantify what makes great BPO customer service. Metrics are part of the picture, but there’s more—what are the soft skills beneath better customer experiences? Here’s how to figure out if your BPO service agents are teed up to deliver long-term success.
Outsource contact center solutions with RBO
It's tempting to treat outsourcing as a low-engagement, transactional affair. Rather than quick-win, short-term contact center solutions, here's why a contact center customer experience based on deeper connections unlocks business growth.
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.
5 tactics for managing disputes and minimizing fraud losses
With fraud losses topping $712 billion in 2020, banks and fintech program managers are struggling with rising transaction dispute volume. Learn more about emerging threats and how to protect your business.
The most telling metrics behind BPO customer service
Traditional metrics don’t tell the full story behind outsourced CX. Use these simple (but often overlooked) measures to better understand your BPO customer service.
People and Culture
The role of BPO agents in exceptional customer experiences
Truly great BPO customer service starts with your agents. Here are the traits of customer service agents that deliver exceptional customer experiences every time your customers need them.
How BPO can create stickiness for challenger brands
Outsourcing is about more than quick resolution. It’s a launchpad for exceptional customer experiences that form the basis of scalable, ambitious growth. Here’s why the right BPO customer service can redefine CX for challenger brands.
People and Culture
Super CX: Why exceptional customer service starts with BPO agents
The key for challenger brands to deliver a truly connected customer experience that enables growth lies with advanced customer agents. Here’s how to upgrade your service agent armory.
How contact center outsourcing delivers ecommerce customer experiences to win the new CX race
Outsourcing your ecommerce contact center will improve customer experience (CX) and boost your customer retention rate. Learn why 96% of your customers agree.
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.
CX Chronicles: Finish The Last Mile Customer Journey Strong
In the race to accelerate digital transformation, brands must be sure the customer journey works well from start to finish. Here are five recommendations to make sure your customer journey isn’t rerouting customers to your rivals.
People and Culture
Spreading Joy this Holiday Season and Beyond
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.
People and Culture
CX Chronicles: The Ultimate Key to Great Customer Experience
Great CX demands a workplace culture of empowerment, which means giving customer service agents the right tools and support to go the extra mile for customers. Discover six strategies that work.
CX Chronicles: When Beloved Brands Bomb Customer Experience
Sometimes even the best brands need a reminder about what makes or breaks great customer experience. And when things go wrong, small gestures can go a long way in turning a negative moment around.
Webinar: Winning in Digital Banking with Better Customer Service
As customers flock to digital channels amid the pandemic, legacy banks have sped up their digital transformations and digital challengers have gained an opening to increase market share with their unrelenting focus on CX.
Webinar: How Bilingual Support Can Boost Your Star Ratings
With a growing Spanish-speaking population and CMS putting more weight on member experience, Medicare Advantage plans who tap bilingual agents can provide more efficient and authentic experiences.
The Opportunity for Digital Banks Is Now
Neobanks and digital challengers can come through the pandemic stronger if they double down on what they do best—deliver great customer experiences. Find out more from Ubiquity's Innovation Day 2020 presentation.
Watch: 2020 CPPO Symposium – One Digital Bank’s CX Journey
In this case study, BankMobile and Ubiquity present key strategies for delivering customer experiences that drive long-term loyalty and record-breaking NPS for the digital bank.
Deliver Great Customer Experiences at Any Size
Scaling great CX is vital for digital banking challengers. In our latest whitepaper, you'll discover strategies to keep your millionth customer as happy as your first.
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. Get a sneak peek at our conference session on delivering the best CX possible.
People and Culture
Celebrating Our Dream Team
Our agility as an organization has proven to be one of our greatest assets during this time. But no matter how much we believe in our technology or our ability to create new and better processes, our work serving customers always comes down to one thing: our people.
Six Proven Strategies for Virtual Onboarding & Training
Onboarding new agents virtually can present significant challenges. Learn strategies to engage team members with interactive training that helps them connect to the curriculum, your culture and one another.
CX Innovators: For BankMobile, the Best CX Starts with People
With one of the highest Net Promoter Scores in banking—even in the midst of the pandemic—BankMobile talks about how culture, calibration and technology are key to CX that stands apart.
Make Your Customer Experiences Exceptional in Every Channel
Use data the right way to turn each customer service interaction into a powerful customer experience that increases loyalty to your retail brand.
Is Employee Turnover Affecting Your Customer Loyalty?
Outsourcing something as important as customer service demands a partner who excels at employee engagement and retention to drive customer satisfaction.
Central Payments and Ubiquity Win Most Resilient Partnership Award
Fintech publication Tearsheet recognizes the collaboration between two firms who withstood the pressure of the pandemic and worked together to deliver exceptional cardholder support.
The Best Benefits of Nearshore Bilingual Healthcare Support
Managed care plan sponsors who use nearshore bilingual agents can boost satisfaction, increase enrollments and significantly lower operating costs.
The Future of Work Is Choice
Ubiquity President and CEO Matt Nyren reflects on the lessons of COVID-19 and how 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.
Reimagining Retail through Digital
Consumer habits during the pandemic will have long-lasting effects on expectations and demands for retail going forward. Learn how to make the most of the moment and prepare for the new ‘normal’.
Ubiquity Celebrates Juneteenth, Business for Racial Equity Pledge
Commemorating the end of slavery in America is one small step in putting our values into concrete action to improve society for all.
CX Innovators: Central Payments Powers Next-Gen CX with Choice
For the issuing bank behind many fintech innovators, the path to great CX starts with providing their partners with a charter and a choice.
CX Innovators: TASC Delivers Omnichannel CX with Universal Account
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 to COVID-19.
CX Innovators: Customer Engagement Fuels Word-of-Mouth Growth
In our latest CX Innovators blog, we highlight an industry leader and our partner CoreCard, whose collaborative startup culture translates to customer experiences that resonate.
The Dos and Don’ts of Engaging Remote Employees
Remote work isn't just about making sure your team members have the right technology and security. Keeping your teams engaged is vital. Our SVP, Human Resources Tanya Clark offers her tips for success.
CX Innovators: Praxell Devotes Tech, People to Faster Banking and Support
In our inaugural CX Innovators blog series, we highlight industry leaders and our partners to explore their strategies for exceptional customer experiences.
The Human Side of AI
As artificial intelligence (AI) moves from a futuristic concept to a bedrock technology, knowing how and where to apply it is critical to better CX.
The Backbone of Invisible Payments: Strong Customer Support
Seamless, simple payments are good for consumers, merchants and banks. But when something goes wrong, brands must be able to offer quick (and compliant) resolution.
Global Payments Veteran Annie H. Kirkland Joins Ubiquity
Ubiquity welcomes Kirkland amid significant growth to cement their commitment to continuous client innovation.
Remote Work Is Here for the Present, and Future of Customer Support
Beyond business continuity, work-from-home customer service solutions may become the new normal.
Three Keys to Delivering Exceptional CX in a Crisis
These days, if you're not leveraging customer experience (CX) to connect with your hard-fought customers, you’re missing out on opportunities to keep them informed through a crisis and answer essential questions.
A/B Testing Fuels Portfolio Growth
Refining the customer journey helped Spanish-language media titan Univision improve retention and profitability.
Cut Your Fraud Costs by Bolstering Your Back Office
Fraud and the cost of managing it are going up despite a vast army of technologies to fight it. While technology tools are critical, you can reduce your losses and management costs by optimizing your customer service and back-office operations.
Breathing Life into Financial Services
When you're setting out to build a bank tailor-made for gig workers, refining your customer journey is just the first step. Find out how Ubiquity is helping Oxygen make their presence known in digital banking.
Live Chat Done Right
Australia's ecommerce footwear giant partnered with Ubiquity to kick their customer experience into high gear with a skilled chat team and performance management platform integration.
The Customer Service Conundrum of Open Banking
Europe’s landmark legislation giving Third-Party Providers access to consumer banking data is gaining steam as a worldwide Open Banking movement. But what does customer service look like in this new normal?
Food-Ordering Operations Overhaul Delivers Speed and Satisfaction
Hungry for more restaurant partners and more satisfied customers, a food-delivery startup orders a CX specialist to redesign its processes.
Supporting Our Friends in Australia
To show our support for those in Australia, we’ve made a donation to both the Australian Red Cross and to WIRES, a wildlife emergency rescue organization.
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.
Don’t Let Your IVR Lead Customers Astray
Technology should help your customers not frustrate them, especially when they're dealing with fraudulent transactions.
Ubiquity Featured as BPO Leader in One World Identity’s 2019 Identity Industry Landscape
Ubiquity has been recognized as a leader in BPOs by One World Identity for its identity verification service.
Ubiquity Unveils New Visual Identity During Unprecedented Expansion
New brand identity exemplifies partnership approach, attracting marquee clients across fintech, healthcare, ecommerce and retail.
Transforming Tech Support with Data Analytics
GoDaddy'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.
Teaching Students to Become Customers for Life
Learn how Ubiquity helped BankMobile meet the demands of millennial customers during peak back-to-school season and every day of the year—while also reducing costs.
Three Keys to Stress-Free Customer Service this Holiday Season
Driving sales is only one piece of the puzzle. How you staff up and prepare for the flood of customer inquiries can affect sales and have lasting impacts on your brand, for good or for ill.
Ubiquity Celebrates Third Year on Inc. 5000
Ubiquity celebrates three years of remarkable growth—nearly 100 percent for revenue since 2015—and three consecutive years being named to the Inc. 5000 list of America’s Fastest-Growing Private Companies.
The Future of Managed Care is Personal
In a healthcare system known for its complexity, Ubiquity is helping managed care partners engage members, drive retention and reduce costs by getting personal.
Ubiquity Global Services Expands with 300-Seat Contact Center in Greater Wilkes-Barre, Pa.
Second domestic center will meet partner demand for onshore services while contributing to regional revitalization.
Challenger Banks and the Challenge of Scaling Great Customer Experiences
Digital-first financial services providers attract customers with a great user experience, but it can be tough to scale that experience when growth explodes.
New Medicare App Gives PDP Sponsors Opportunity to Drive Member Engagement
Helping members navigate their coverage options can be a powerful way to boost loyalty.
Three Trends You Can’t Ignore in 2019
As you take aim at your 2019 strategy, incorporating data analytics, personalization and artificial intelligence should help you hit your targets.
Fall Conference Season: All about AI
Industry leaders are examining ways to take advantage of AI, more specifically, machine learning, to reduce costs, prevent fraud, improve customer service and more.
Ubiquity Again Achieves Inc. 5000 Status
Inc. Magazine Unveils Its 37th Annual List of America’s Fastest-Growing Private Companies - The Inc. 5000
Security and Compliance
Ubiquity Achieves Compliance With GDPR
GDPR strengthens the rights that that Data Subjects have regarding their personal data and creates a unified data protection law across Europe, regardless of where that data is processed.
Ubiquity Global Services Names Casey McGuane as Executive Vice President
McGuane served as the chief operating officer and executive vice president of BankMobile, as well as a 15-year tenure as chief operating officer and executive vice president of Higher One Holdings.
Ubiquity Global Services Announces Sagar Rajgopal as COO and Franz Schwarzinger as CIO
Rajgopal, a Ubiquity founder, currently serves as the company’s senior vice president of global operations. Schwarzinger, also a founder, currently serves as the company’s senior vice president of technology.
Ubiquity Global Services Announces Jennifer Garde as VP, Client Solutions and Amy Pugh as VP, Legal Counsel
Garde most recently served as the company’s senior director of client solutions. Pugh joined Ubiquity in 2015 and has most recently served as the company’s associate general counsel and chief compliance officer.
Ubiquity Global Services Launches Hungarian Center and Announces Philippine Expansion
The new site has capacity for more than 100 agent positions in support of the European, Middle Eastern and African (EMEA) markets.
The Inc. 5000 Ubiquity Global Services Ranks No. 1670 on the 2017 Inc. 5000 with Three-Year Sales Growth of 234%
The list represents a unique look at the most successful companies within the American economy’s most dynamic segment— its independent small and midsized businesses.
Ubiquity Names Mike Nemer as Business Development Head
Nemer joins with more than 20 years of business development and sales team leadership experience in the outsourcing industry.
Ubiquity Global Services Announces Corey Besaw As Innovation Head
Besaw will lead the company’s efforts to deliver innovative customer experience management solutions to the marketplace.
Ubiquity Global Services Announces Matthew Nyren As CEO
The company has grown significantly since its inception, expanding to more than 2,000 employees while serving over 30 clients from the United States, El Salvador, the Philippines and multiple centers in Europe.
Ubiquity Global Services Announces Expanded Partnership with BankMobile
Ubiquity will handle key aspects of the disputes and chargebacks management process, complementing services already provided that include live customer experience management and the provision of an interactive voice response (IVR) solution.
Ubiquity Global Services Announces Central European Expansion
The new delivery center in Budapest, Hungary has capacity for more than 200 new employee positions in support of the European, Middle Eastern and African (EMEA) markets.
Jonathan Weiner To Join Ubiquity’s Board
Founder and co-chairman of Money2020 and former global head of payments business development at Google has joined Ubiquity's Board of Directors.