The 5 core ingredients for growing customer service delivery

…The secret to growth-oriented customer service outsourcing Let’s get this out of the way. Customer service doesn’t always have a great reputation. You’re forgiven to think this. Everyone’s been on the receiving end of customer service that doesn’t hit the mark. Customer service departments (usually a contact center) experience many growing pains to improve customer […]

Why healthcare complexity shouldn’t hurt member experiences

…Managing process complexity to deliver strong healthcare experiences There’s a growing need for comprehensive healthcare cover across the US.  More people are living longer: the number of Americans aged 65+ is projected to nearly double from 52 million in 2018 to 95 million by 2060. And there’s an explosion of startups seeking to address this […]

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 […]

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. […]

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 […]

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 […]

Webinar: Winning in Digital Banking with Better Customer Service

…COVID-19 accelerated consumer adoption of digital banking, demanding that legacy banks speed up their digital transformations and giving digital banking challengers an opening to gain market share with their agility and unrelenting focus on CX. Digital banking and CX experts come together to share lessons from the pandemic and how best to compete going forward. […]

Deliver Great Customer Experiences at Any Size

…Scaling great CX is vital for digital banking challengers. Here’s how to do it. You built your company to improve the customer experience in financial services, and you can’t afford to let growth undermine your differentiation as a customer-first brand. That means treating your millionth customer as well as your first. In this whitepaper, you’ll […]

Celebrating Our Dream Team

…This Customer Service Week we took some time out of each day to have some fun and celebrate the hard work and dedication of our teams.  An international event sponsored every year by Customer Service Group, this Customer Service Week’s theme, “Dream Team,” couldn’t be more appropriate.  Although the festivities were somewhat different than in […]

Six Proven Strategies for Virtual Onboarding & Training

…Ubiquity’s VP of Learning Services offers insight into how customer service operations can adapt onboarding and training to a virtual environment.  By Megan Porter, Ubiquity  Moving existing customer service agents to a work-from-home environment is one thing. Onboarding and training new agents virtually is something else entirely.  With close to 30 new clients since the […]