Nine months. It’s been nine long months since the BPO industry was forced to go remote, migrating the majority of its global workforce to work-at-home. Plenty of time for an “agile” industry to adapt and thrive, right? Well…not entirely. For a lot of companies, the seismic shift in operational strategy created an opportunity to evolve … CEO View: The BPO Industry is Failing its Work-at-Home Employees
At Activus Connect, we believe in creating an impact on our communities. Because of this, we offer our Ambassadors eight (8) paid hours a year for Community Service Time which we like to call: Day of Giving. We met with Donna DiSilvestro – Young (DDY) to learn more about her experience during her Day of … Inspiring Forward at Western New York Chapter of EARS
Attrition remains the biggest challenge in the customer experience outsourcing industry, as BPOs and contact centers wrestle with the difficulty of finding and retaining loyal, long-term employees. With the industry-wide migration to work-at-home, BPO employees are finding new reasons to quit their jobs. The availability of remote CX jobs is increasing fast, so companies must … Leadership Spotlight: Reducing Attrition in Virtual CX Delivery
As a SmartVirtual™ company in a globalized industry, technology and talented people go hand-in-hand when striving for excellence. The success of a 100% work-at-home operation relies heavily on a robust, forward-thinking, innovative approach to IT, a fact that our new CIO, Anthony Crutcher, knows all too well. We sat down with Anthony to chat about … Leadership Spotlight: Achieving Virtual Excellence with Innovative Technologies
In virtually every industry, low-quality customer service is becoming the norm thanks to the ultimate get-out-of-jail-free card: the coronavirus pandemic. There’s no doubt that COVID-19 has forced brands to change their approach to CX, but quality experiences are becoming an afterthought, which will eventually lead to reputational damage for many organizations. “Sorry for the inconvenience, … Stop Using COVID-19 as an Excuse for Bad Customer Experiences
There was a time when working, studying, and enjoying life to the fullest were almost impossible to juggle all at once, but with the advent of widespread remote work, people are beginning to realize there’s a better way to achieve an acceptable work-life balance. Marcos Castro, 26, is part of the Activus Connect human resources … Life at Activus: Swimming, Surfing, and Studying on a Full-Time Livable Wage
The term “GigCX” has been exciting members of the customer experience industry recently, and rightly so—any potential disruption to our industry deserves attention. Unfortunately, the benefits of GigCX are getting all the press, to the point where some companies are pegging it as the industry’s inevitable future. All the while, its disadvantages remain safely hidden … CEO Outlook: Why GigCX Workers Will Never Replace Dedicated CX Teams
The world is virtualizing faster than ever, with no signs of slowing down. Work-at-home employment is now mainstream, presenting several new challenges for business leaders that built their companies from brick-and-mortar. One of the most difficult aspects of virtualization is maintaining a collaborative, productive, consistent work environment that can withstand business continuity issues while strengthening … Secret Sauce: Linking Transparency with High-Performing Virtual Teams
As a provider of customer experience outsourcing solutions, we’re always trying to create an environment and an organization that can do more meaningful, tangible things for customers and employees. One of our key mantras is “elevating experiences”, which reflects that mission both internally and externally. Our SmartVirtual™ model is a game-changer for most families. It … Secret Sauce: Enhancing Culture and Behavior Across a Virtual Company
During these difficult times, people have come to appreciate the support that distant work colleagues can provide, so it’s vital that companies hire HR experts who can keep others happy and help them develop their careers from afar—at Activus Connect, we call this elevating Ambassador experiences. Based in Washington, Jessica Williams, is an AX Support … Life at Activus: Helping People Succeed from the Comfort of Home