…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 […]
…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 […]
…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 […]
…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 […]
…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 […]
…Today Ubiquity celebrates three years of remarkable growth—nearly 100 percent for revenue since 2015—and three consecutive years being named to the Inc. 5000 list of America’s Fastest-Growing Private Companies.
…With Medicare and Medicaid spending expected to surge higher over the next decade than in the previous 10 years, the Centers for Medicare & Medicaid Services (CMS) is trying to combat rising costs by helping members improve their health. As part of that effort, in 2018, CMS gave Medicare Advantage plans the green light to significantly expand member […]
…Digital-first financial services providers attract customers with a great user experience, but it can be tough to scale that experience when growth explodes.