Let me preface everything in this post with one very important point: there will always be a place for traditional BPO. Even with the current crisis, contact centers are unlikely to go extinct, but there are several new realities that brick and mortar BPOs and their customers now have to face as the future of … Here’s Some Good News, There’s A Simple Fix for CX Disruption
At Activus Connect, we’re always highlighting the benefits of work-at-home customer experience, but it’s really our customers who understand it best, so we’ve decided to give them the spotlight to provide their unique insight into the SmartVirtualTM experience. A Closer Look is a customer research and data-analytics firm that provides retailers, restaurants, and hotels with … Partner Q&A: Creating a 40% Drop in Operational Costs in One Month
Maximizing efficiency, reducing costs, and preparing for future successes. The Client Headquartered in Norcross, Georgia, A Closer Look is a customer research and data-analytics firm that provides retailers, restaurants, and hotels with unique customer experience data from mystery shops. The company was founded 25 years ago by three entrepreneurs with an ambition to enter the … Case Study: A Closer Look
Working from home is fast becoming the new normal for people facing Coronavirus lockdowns around the world, presenting significant challenges for traditional, office-based companies that are forced to adapt.
There is good news: research shows that flexibility around home working initiatives results in increased productivity, happier workers, and all the associated organizational benefits…
As the global corporate response to COVID-19 continues, brands are watching their outsourced customer experience partners introduce new work-from-home operations to ensure business continuity. The reality is, many outsourcers are pushing a square peg into a round hole and calling it a success…
Today’s world faces extraordinary, uncontrollable situations on a regular basis, giving businesses more reason than ever to update their risk mitigation strategies.
Evolving weather patterns impact almost every country, earthquakes and tsunamis threaten densely populated areas, and now the human race faces the game-changing Coronavirus pandemic, which is already forcing most companies around the world to dramatically alter how they operate…
This is not the time for any company or executive to be vaunting the superiority of their respective solutions or service offerings. The world as we have known it has changed markedly over the past two months. March has been a blur. No contact center professional has slept well since the outset of COVID. They know that business-as-usual simply…
Almost everybody dreams of unshackling from the office and working from home full time, but few have what it takes to thrive in that virtual environment.
For many employees, working from home or telecommuting is often seen as a way to get some easy downtime, deliver the bare minimum, or simply sit around the house in your favorite onesie.
Dedicated work-at-home employment is different. While there is a high level of flexibility…
Ever since BPOs began experimenting with the work-at-home model, virtual employees have been lumbered with inadequate brick-and-mortar tools that simply aren’t suited to a home-based work environment.
Fast forward to today and not much has changed in that approach; traditional BPOs have done well to prioritize the development of their physical operations, but often view home-working tools and processes as a distant afterthought…
Even though demand for elevated customer experiences is higher than ever, traditional BPO providers risk falling behind as they continue to battle the same issues they’ve been facing for decades.
Absenteeism, attrition, work quality, business continuity, and scalability have been the main topics of contention for BPOs since day one, stemming from the industry’s transactional nature and its low-cost approach to recruitment, training, and customer service…