6 Proven Strategies for Virtual Training & Onboarding

…Ubiquity’s SVP 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 many new clients opting for Ubiquity at […]

The role of BPO agents in exceptional customer experiences

…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 […]

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 […]

Three Keys to Stress-Free Customer Service this Holiday Season

…By Sagar Rajgopal, Chief Operating Officer Retailers invest significant resources in their fourth-quarter plans and for good reason. U.S. shoppers spent more than $850 billion last year between Thanksgiving and Christmas. Industry analysts are expecting another strong Q4, tariffs and a shorter shopping season notwithstanding. Of course, driving sales is only one piece of the puzzle. How […]