Turn CX strategy into process excellence with the right BPO

…Let your BPO turn customer experience strategy into ongoing process excellence By: Jen Garde, SVP of Client Relations Changing your business processes to align with a new customer experience strategy is easier said than done. Many leadership teams have no problem deciding what the business will do. But great intentions don’t always match reality. Enabling […]

3 ways technology is helping retailers boost loyalty

…The retail industry was deep into an omnichannel revolution when COVID-19 entered the picture to drive 10 years of growth in six weeks.1 Customers quickly responded to the changing environment by changing shopping behaviors — leaving retailers to decode the new landscape of loyalty. The biggest change so far? The dominant role technology plays in not […]

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. […]

7 empathy principles for healthcare outsourcing services

…Bring empathy to healthcare outsourcing services By Carlos Baltodano, Ubiquity Say you need medical attention—and you have a choice of two equally qualified, competent doctors. Would you choose the doctor who doesn’t take your problem seriously and makes you work to get answers? Or the doctor who really listens to you and makes you feel […]

3 keys to maximizing the digital banking customer journey

…To keep up with customer demand for banking online, the banking industry has been in a frenzy to create the best digital customer experience. Customers want engaging, personalized digital service on their own schedule. Financial institutions that deliver it see results: A recent McKinsey analysis shows that the top-quartile banks in experience in the United […]

Great CX (and better economics) are on the menu when AI and people work together

…ConverseNow is an artificial intelligence (AI) startup automating and personalizing restaurant orders in high-volume voice channels, such as phone. Their digital agent “George” speeds up the ordering process and removes the need for in-store employee to take orders; however, “he” sometimes struggles if there’s too much background noise, customers doesn’t speak clearly or they try […]

Return on Outsourcing: How challenger brands get more from BPO

…The fresh CX approach that supports and sustains disruptor brands Traditional CX isn’t enough for today’s challenger brands: static playbooks, unmotivated service agents and rigid processes that can’t adapt to rapid operational and customer-driven change. Return on OutsourcingTM is the CX approach that drives challenger brands to their biggest, hairiest and most audacious goals. Download […]

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 and seamless digital experience for customers. The best customer experiences in digital banking take a cue from a tried-and-true software development formula called FURPS—Functionality, Usability, Reliability, Performance and Supportability. In this playbook, we explore these five concepts and look […]

The CX Bible: Turn service challenges into growth opportunities

…Expert stories on what it truly takes to deliver world-class CX Challenger brands that keep customers for life don’t just solve problems—they take high-stakes moments of customer tension and transform them into high-value, loyalty-driving outcomes. We’ve spent decades doing just that—and now we’re passing on our learnings as unflinching parables for brands across fintech, healthcare […]

Outsource contact center solutions with RBO

…The false economy of improving contact center solutions with transactional outsourcing Matt Nyren, Ubiquity Here’s an uncomfortable truth to face—your outsourcing plan may be getting in the way of your desired outsourcing outcome. Your plan probably aims for long-term growth via a promising list of metrics. That’s good. But a great plan also identifies and […]