…Ubiquity opens new office in the Philippines, starts filling 700+ seats at launch Ubiquity celebrated the opening of its newest office in the Philippines in Cagayan de Oro to meet the needs of its rapidly growing roster of clients. The office was already filling up with over 700 hires ahead of the official office ribbon-cutting […]
…As part of his series for Authority Magazine, Jason Hartman interviewed Ubiquity co-founder and CEO Matt Nyren about “How to Navigate and Succeed in the Modern World of Finance”. Matt founded Ubiquity in 2012 and served as its president during the company’s first four years of expansion before assuming CEO responsibilities in January 2017. Matt […]
…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 […]
…4 ways advanced customer service agents deliver better customer experiences By Tanya Clark, Ubiquity For many of established companies, finding and choosing a business processing outsourcer (BPO) is a chore. Much of the market looks uninspiring and undifferentiated—competing in a race to the bottom instead of quality—offering only service agents that recite scripts to churn […]
…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 […]
…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 […]
…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 […]
…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 […]
…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 […]
