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 young companies unlock exceptional customer experiences

…6 common CX challenges for young companies (and how to fix them) By Jen Garde, Ubiquity Most new companies and startups chasing rapid growth know that customer experience (CX) is vital to their long-term success. But there are a lot of competing priorities for challenger brands to balance as they build their business—an initially sharp […]

How ambitious disruptors can find the right BPO

…By Sagar Rajgopal, Ubiquity Finding the right business process outsourcing (BPO) partner can be tricky when there are hundreds of carbon copy providers offering essentially the same thing. As a disruptor and innovator, you need a BPO that differentiates on more than just price and a list of run-of-the-mill services. You need a partner that […]