The most telling metrics behind BPO customer service

…3 (and a half) customer service metrics you’re not measuring (but probably should be) For ambitious disruptor companies, customer service is a core part of sustaining an upward trajectory—for business growth and brand. So it’s crucial to understand the minutiae of your customer journey—from the seamless and intuitive parts to the friction points hindering your […]

Super CX: Why exceptional customer service starts with BPO agents

…How to transform customer service agents into CX superheroes. Great CX can’t count on numbers alone. For a long time, effective customer service centers were judged on numbers: low Average Handling Times, high Net Promoter Scores and strong Customer Satisfaction ratings formed the core of business process outsourcing (BPO). When you measure success by volume […]

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. When it comes to selecting an advanced outsourcing partner, it’s tempting to focus on quick wins and sharp pains rather than long-term goals. And that’s understandable. Traditional business process outsourcing (BPO) is transactional by nature. It’s designed to […]

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. For digital banking solutions company Praxell, dependability and accessibility of customer service has been a core driver of success for two decades. By combining the best technology tools with the right people and […]

The Customer Service Conundrum of Open Banking

…By Corey Besaw, Ubiquity 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? Europe’s revised Payment Services Directive (PSD2) is a rather complicated and comprehensive piece of legislation, but one aspect of it […]

Food-Ordering Operations Overhaul Delivers Speed and Satisfaction

…Australia and New Zealand’s top online and mobile food-ordering service wanted to expand its restaurant footprint and boost marketplace adoption. The high-growth company tapped Ubiquity to revamp its front- and back-office operations.   Download Case Study

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.