2 big CSAT measurement mistakes (and how to avoid them)

…The payoff comes from combining measurement with a mindset shift that champions customer experience. As we explored in our blog on overlooked customer service metrics, there’s a risk that by under-measuring customer satisfaction (CSAT), businesses leave themselves with no way to assure quality. Likewise, over-focus on measurement can hinder service levels in the long term […]

4 easy CX solutions to key blockchain & crypto challenges

…CX-first outsourcing propels your business ahead of competitors with the wrong priorities. The blockchain and crypto space has key differences to other more established business areas, both technically and culturally. Technically, the challenges are scalability, interoperability, standardization, and regulatory. Culturally, the focus revolves around divulging power from central financial authorities, the nature of its immutable […]

Customer service satisfaction: 5 critical steps for high NPS and CSAT scores

…CX-first outsourcing starts with support service agents equipped with technologies that empower them. By Sagar Rajgopal, Ubiquity For many fast-growing challenger brands, business process outsourcing is all about the numbers—cutting costs, smashing KPIs and stretching to ever-higher customer volumes. But this laser-focus on metrics can obscure—or worse, impede—long-term service quality and brand reputation. We believe […]

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, […]

3 powerful ways advanced BPOs drive ambitious business growth

…Transform customer support from a cost-sink into a growth center. By Corey Besaw, Ubiquity Left to its own devices, customer support can easily drift into a transactional, paint-by-numbers cost center that’s designed more to keep churn at bay than drive the business forward. And this squanders a massive potential source of business growth and competitive […]