Tag: employee engagement

CX Chronicles: The Ultimate Key to Great Customer Experience

…Great CX demands a culture of empowerment, which means giving customer service agents the right tools and support to go the extra mile for customers. By Megan Porter, Ubiquity I work on making training better and more effective for customer service teams around the world every day. Some agents are working in-center; some are working […]

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 […]

Is Employee Turnover Affecting Your Customer Loyalty?

…Turnover for contact centers is typically double the average for other U.S. industries. In some geographies and verticals it can be as high as 100%, putting productivity, performance and customer satisfaction at risk. If you’re outsourcing something as important as customer service, you need a partner that excels at employee engagement and retention, both of […]

The Future of Work Is Choice

…Customer support—and just about any kind of work—will have to be flexible enough to accommodate more choices for clients and employees to thrive going forward. By Matt Nyren, President and CEO, Ubiquity In recent days I’ve seen two competing narratives taking shape about the future of customer support. The first is that the pandemic is […]

The Dos and Don’ts of Engaging Remote Employees

…By Tanya Clark, Ubiquity As a next-generation outsourcer with a significant focus on live agent customer support, employee engagement is critically important to our business. Engaged employees perform better and stay with the company longer, both of which translate directly to higher customer satisfaction and loyalty for our clients. Although many of our leaders work […]