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]]>At Activus Connect, we recognize the invaluable contributions of the women who lead, inspire, and uplift those around them. Their dedication not only strengthens our company culture but also enhances the exceptional customer experiences we provide.
This month, we celebrate incredible women at Activus Connect and the impact they make every day!
We are proud to have strong, inspiring women leading the way here at Activus Connect. Their dedication, innovation, empathy and leadership shapes company environment and drives success. In the video below, hear directly from some of our incredible women leaders as they share their experiences, insights, and advice for the next generations of woman trailblazers.
When women are in leadership positions, they bring diverse perspective, innovative ideas, and inclusive decision-making that drive success. Representation matters – not just for the women in the workforce today, but for future generations looking for role models who inspire confidence and ambition.
Companies with women in leadership positions are increasingly more attractive to investors, as research shows that diverse teams often deliver stronger financial returns. (Forbes) We believe in fostering an environment where women can thrive, grow, and lead. By supporting mentorship, professional development, and a culture of inclusivity, we ensure that every woman has the opportunity to reach her full potential.
When women lead, industries evolve, workplaces transform, and communities flourish.
Over the past decade, we’ve seen significantly more women aspiring to and achieving senior roles globally. (Bain & Company) Empowering the next generation of women starts with creating opportunities, fostering mentorship, and leading by example. When young women see strong, capable leaders who have paved the way, they are more likely to envision themselves in those roles and strive for success.
At Activus Connect, we are committed to supporting women in their professional journeys by providing mentorships, leadership development, and a culture that values their voices. By championing equality and investing in future leaders, we can inspire more women to step into leadership roles, break barriers and shape a more inclusive future for all.
Women’s History Month is a time to celebrate the achievements, leadership, and resilience of women everywhere. At Activus Connect, we are proud to recognize the incredible women who make a difference within our company and beyond. Their dedication to meaningful leadership inspires us all to push boundaries and create a more inclusive future.
As we continue to champion diversity and empowerment, let’s commit to supporting and uplifting the women around us – not just this month, but every day. Together, we can build a world where every woman has the opportunity to lead, succeed, and inspire the next generation.
Join the celebration! Share stories, experiences, and words of appreciation for the inspiring women leaders at Activus Connect on social media using #ActivusWomen. Let’s shine a spotlight on the incredible women who make a difference every day!
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]]>The post International Women’s Day: Advice for Aspiring Entrepreneurs appeared first on Activus Connect.
]]>I’m always looking for opportunities to coach and mentor others with entrepreneurial dreams, so when a colleague suggested I share my thoughts in conjunction with International Women’s Day, I jumped at the chance.
Activus Connect is a certified Women’s Business Enterprise (WBE) and Minority Business Enterprise (MBE). In just three years, we’ve created a multi-million-dollar 100% work-at-home customer experience delivery business.
As a proud member of the Association of Latino Professionals for America, Network of Executive Women, Global Inclusion and Diversity in the Workplace, CFO Network, and Women in Technology International, I’ve always been committed to uplifting and supporting female leaders.
Speaking as a 52% majority business owner, I am grateful to share my experience and learnings made along-the-way to other aspiring women.
When launching a new business venture, it’s common to experience fear. Business owners must stay resilient and committed to their dream to overcome these insecurities.
The biggest challenge for me has been progressing despite the fear, but it’s critical, especially in the early stages, to push forward with passion, confidence, and motivation to succeed. Speaking from experience, it helps to create the necessary frameworks and supporting operations that enable you to run and manage a successful business. Otherwise, you’re efforts can be fragmented and diluted.
Honor your creative ideas by documenting, planning, flushing out, and cultivating the concept. Stay bold and try out new ideas. Everything you learn during the process is a powerful stepping stone towards making your dreams become a reality or, at a minimum, jumpstarting the next great idea.
If you genuinely believe in your business plan and you’re determined to make it work, you can overcome almost any obstacle. With the right mindset and the right approach to planning, you can tackle the inevitable mistakes and failures quickly, allowing yourself to grow as a leader, which, in turn, enables you to grow the company.
If you want to be successful in owning and operating a business, don’t do it alone.
During the first year that we founded this company, I found myself dealing with many unforeseen problems. Although I’d been a leader in a large corporation for many years, this was my first time in the business process outsourcing (BPO) industry. My skills were transferable, but there was a steep learning curve in familiarizing myself with a new industry.
My saving grace was to quickly develop a network of trusted mentors who were happy to lean in and help at critical milestones of the firm’s development. My husband, and co-founder, Felix, has been my most prominent teacher. He spent his entire career in this industry. Our COO, Susie Buffam, has also been instrumental in educating me in the service industry’s nuances.
My advice is to find successful leaders who will connect with you and offer valuable guidance at every step of the way. They can help point out growth areas of the business you may not have considered, and you’ll find that most of them will regularly check-in to see how things are going.
It’s all too easy to consider giving up when things get too tricky, but don’t forget that you’re only human—it’s natural to feel defeated in times of stress, so remember that these moments will pass.
Also, consider the administrative workload of setting up a business to ensure it doesn’t quickly bury your small team. Don’t be afraid to bring in help early so your firm can remain agile. Not only does it help to alleviate stress and effectively manage the tactical requirements of setting up a new business, but it also allows you as the leader to have the capacity to identify and act on growth opportunities.
To maintain the energy needed to create and foster a business, it is crucial to keep a positive mindset and rise above the challenges. Plus, it’s essential to give yourself grace. Every misstep provides a valuable learning opportunity for you and your business; consider it the blessing that it is.
Whatever the goal, objective, or result you may be pursuing, don’t ever lose sight of it. Your vision, mission, and values are the blueprint for everything your business stands for, so you mustn’t deviate from that path.
When we launched Activus Connect, our goal was to build a company that elevates customer and employee experiences while staying true to our core values and applying them in meaningful ways. The plan was to protect the fundamental elements; our ambassadors, clients, and each and every customer.
Three years ago, I never would have believed it if you’d told me that this objective would put us on track to hit US$100 million in revenue within the next few years. It’s utterly humbling each time we exceed our business targets.
With all the planning and hard work that it takes to get a successful business off the ground, it’s sometimes easy to forget to share that success and pay it forward.
Start by thinking about others who might be in your position when you first started. They would appreciate the help and mentorship that you could offer. Also, consider how your business might support the communities in which you operate.
At Activus Connect, we’re passionate about investing time and money into our local communities. Along with paying our Ambassadors to volunteer at their favorite charities, we donate 10% of our annual net profits towards numerous worthy causes. Our commitment to giving back has been part of our business since the first day of operation, and it will continue to be a part of Activus Connect indefinitely.
Share and share alike, as the saying goes.
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]]>The post Leadership Spotlight: Reducing Attrition in Virtual CX Delivery appeared first on Activus Connect.
]]>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 remain competitive and attractive in an ocean of employment possibilities, or risk seeing even higher attrition rates.
Jenny Genge, Activus Connect’s VP of Ambassador Experience Support, is a seasoned industry veteran with over 25 years’ experience in human resources. She spent 15 of those years in the BPO industry specializing in the at-home division of HR, so she knows a thing or two about retention in the work-at-home space.
In a recent discussion with Jenny, we explored the challenges of talent retention in a virtual CX environment, tapping into her unique industry knowledge to provide some advice for companies struggling to hold onto their employees in this competitive industry.
Activus Connect: With so much experience dealing with HR in the work-at-home space, what evolutions have you witnessed in virtual CX delivery and recruitment over the years?
Jenny Genge: Hopefully this doesn’t age me too much, but I remember the days of training remote agents by guiding them through what they see on their computer without the benefit of seeing it myself. In those early days of work-at-home CX, there were no fancy interactive tools for connecting with one another, besides the trusty telephone.
Today, technology is making it possible for people to make real connections with colleagues from the comfort of their own homes. We have access to video calls, breakout rooms, chat functions, and more, bringing people face to face and enabling an unprecedented level of interaction between leaders and employees.
More than ever before, the industry has the opportunity to evolve its approach to virtual technology and, in the process, seriously reduce the challenges of attrition.
AC: Can you explain some of the specific ways companies can better retain virtual workers through the use of technology?
JG: People often leave jobs because of a lack of connectedness with others, so retention is all about building relationships. With the right technology in place, companies can help people forge new relationships and give people a sense of belonging to something that matters, rather than feeling like another name in a chat room. It’s all about getting to know people on a personal level and enabling everybody to do so—that’s how I’ve been able to reduce attrition in the past and will continue to do so at Activus.
As an example, during customer service week we encouraged our Ambassadors to share photos of themselves doing the things they love in their personal lives, giving a chance for everyone to connect with others and show who they really were. There are plenty of creative ways that businesses can approach this, as long as they’re dedicated to learning about people on a human level.
Beyond that, wellness programs are a huge piece of virtual work. In a brick-and-mortar site, there are several moments in the day where you get up and speak to people or move around the facility, but in a work-at-home setting, physical movement is restricted to a much smaller space, so you have to encourage people to get up, take a walk, take regular breaks, make healthy lunches, and get in the right mindset. Technology is great for this, as you can send out regular reminders and communications that reinforce a culture of wellness throughout the organization.
AC: How can HR leaders encourage that personal connection on a day-to-day basis?
JG: As leaders, we should aim to engage with our employees much more in a virtual environment. It’s so easy to instantly hop on a video and have a face-to-face conversation, allowing you to engage with body language and really understand how a person might be feeling, rather than only relying on text chats or phone calls.
It’s important to ask the right questions during one-on-one calls, such as “how are you doing?” “What’s going on in your life?” Leaders should become familiar with their teams so they can recognize if there’s a problem and quickly jump in to help them—it’s not just about stats and metrics, it’s about engaging with others on a human level.
For many years, there was an unspoken taboo in the HR circle that getting to know your people was the wrong approach. Today, we want to learn as much as we can about people, see how they’re feeling, find out if they need support, and focus on more than just the day-to-day business. In my experience, that’s how BPOs can improve retention.
AC: How is Activus Connect working on improvements to its own virtual HR strategy and how is that impacting attrition?
JG: We’re doing a lot of impressive things to build a community and sense of family within the company. Our attrition rate is less than 4%, which is much lower than most traditional BPOs.
Felix and Minerva know many of the Ambassadors by name, so they’ve really made an effort to connect with people. I want to continue building on that culture of family and connection, while also letting our people know that they have growth opportunities. People really appreciate having continuous education and mentoring to take them from Ambassador to Supervisor to Manager and beyond—we want everyone to find success and reach their goals.
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To read more leadership spotlights, check out the links below.
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]]>The post Leadership Spotlight: Achieving Virtual Excellence with Innovative Technologies appeared first on Activus Connect.
]]>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 his technological journey in the BPO industry and how he plans to enhance Activus Connect’s IT strategy, elevating experiences for clients and Ambassadors even further.
Anthony started his career path 27 years ago at MCI Communications, where he spent five years as a Senior Manager in IT, breaking his teeth on what he considers to be the wellspring of technological innovation in the contact center industry. After that, he moved through several high-level technology leadership and executive roles at companies like Comcast, Ernst & Young, Sitel, and TTEC, before joining the Activus Connect family in 2020.
“When I first got started in IT, I didn’t want to limit myself to one area, so I diversified my learning across infrastructure, applications, security, and all the core disciplines that connect like common threads throughout the industry,” he said. “That kind of experience builds a broader understanding of the dependencies between one discipline to the next, removing the barriers and silos that prevent companies from innovating faster.”
Throughout his career, that technological experience has revolved around two main areas: consumers and employees. On the customer side, Anthony is responsible for discovering new ways to offer multiple touchpoints, speed up resolutions, and maximize satisfaction through technology. On the employee side, he ensures that the entire workforce has the right tools to get the job done in the most efficient way possible, boosting overall productivity and enabling them to elevate experiences on the front lines.
“My entire career journey has been centered on how to leverage technology to provide the best experiences for everybody,” said Anthony, describing the allure of the CX industry as a technology leader. “If our Ambassadors are the beating heart of the organization, then our technology represents the circulatory system connecting them all, and you can’t have one without the other.”
Geographical dispersion is the nature of the customer service industry, with customers, service providers, and clients often scattered throughout the world. As a truly SmartVirtual™ company, that dispersion goes one step further.
“For many CIOs, it’s challenging enough to choose the right tools in a brick-and-mortar facility, let alone across a network of virtual employees,” laughed Anthony. “Our Ambassadors are working remotely in hundreds of different locations, so we need to focus on providing a seamless level of connection to enable them to interact and form relationships with their colleagues, as well as provide the high level of service our customers have come to expect.”
Activus Connect’s SmartVirtual™ platform is built upon cutting edge technology that eliminates the need for legacy upgrades, so a key challenge for Anthony is how to sustain that approach and build upon it.
“I’m always looking at the possibility of leveraging new technologies, exploring emerging trends, and measuring their compatibility with our business model,” he said. “We have to consider the entire spectrum of existing and emerging omnichannel solutions, looking at how they might add value for every client—I’m not going to change for the sake of making change; there must be an opportunity to benefit Activus and benefit our customers.”
From Anthony’s perspective, this technological strategy is never static, but an approach that constantly evolves according to the emergence of innovative new solutions. As long as they add value to the customer experience or enhance the Ambassadors’ lives in some way, he’s willing to explore them.
With over two decades of experience in the contact center and BPO industry, Anthony has seen companies focus too heavily on productivity and metrics while forgetting the importance of customer experience.
“If you focus more strongly on CX over productivity, then you’ll see organic improvements across all of your metrics,” he explained. “It all comes down to finding the tools and the tech that improves that experience, tying everything back to the Ambassadors and employees and making sure they’re taken care of.”
So how does that experience look from an IT perspective? In simple terms, it’s about streamlining processes and getting people excited about working.
“With work-at-home security at the forefront of everyone’s minds, most people in the industry have to pass through several gateways before they can start working, but all these security checks and balances ultimately ruin the experience for employees,” said Anthony. “At Activus, not only are the security functions reliable and robust, but our Ambassadors don’t have to jump through endless hoops to get started—this is one great example of how technology can enhance experiences.”
As CIO, Anthony’s next step is modernizing Activus Connect’s broader technology organization, bringing formalized structure to the people, processes, and tools that the company relies upon. However, he’s acutely aware of the risks associated with rapid technological advancement, especially as it relates to Ambassadors and company growth.
“I have a lot of respect for Felix and Minerva’s ability to drive so much growth in such a small time frame, but they’re also smart enough to understand that technology shouldn’t outpace the rest of the company,” he said. “When organizations grow at a certain pace, then often mature past earlier departmental processes and procedures, and that’s a good thing, but you have to scale technologies at the same pace as the company to ensure that everyone is capable of working with them.”
Motivated by his new role at Activus, Anthony hopes to bring his experience with location-agnostic technology to new heights, ensuring that the Ambassador experience is the same no matter where they are. As Activus expands to new geographies, the challenge is achieving that with minimal complexity and without compromising on security, which is something we’re excited to achieve together.
Welcome to the team, Anthony!
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]]>Susie Buffam, our Chief Strategy Officer, has been a huge part of this success. Susie brings her strong background in operations management, strategy development, training, and performance improvement to the table. Her role primarily comes down to optimizing processes for the company’s current size and future scalability, as well as measuring client successes and improving upon them further.
We sat down with Susie to discuss her role, her strategic outlook for the company, the challenges of planning for a virtual business, and how CX delivery is evolving mid-pandemic.
What are the key responsibilities of a Chief Strategy Officer?
SB: It’s all about defining solid, efficient, repeatable processes that cover us for the long term. Felix and Minerva already have a plan in place, so it’s my job to flesh out that strategy and enhance it. I’m always looking at our main competition, assessing the best places to operate, and tweaking the long-term plan to better suit our target markets.
How does planning for a 100% virtual company differ from a brick-and-mortar organization?
SB: There are obvious differences, like the physical aspects of running a brick-and-mortar facility, but with the right management processes and monitoring tools, there’s not much strategic variation between the two delivery models. Whether it’s at an executive level or front-line staff, the challenges are the same—we have to make sure people are fully engaged with their work, engaged with their teams, and delivering on their workloads.
It’s more of a management issue than anything else as you need to be sure you’re assigning the right amount of work to prevent any drop in productivity. When there isn’t enough interesting work to perform, people will find ways to procrastinate at home or in the office—it doesn’t matter where they are.
From a virtual training and development standpoint, it can be challenging to know how people are feeling on any given day, or how to get the best out of them. Even so, by proactively reaching out and communicating more with your teams, it’s entirely possible to overcome this.
In the end, without the distractions of rent, electricity, facility maintenance, and other brick-and-mortar problems, you have much more time to focus on your people, which leads to happier employees and great CX delivery.
How is customer experience delivery changing amid COVID-19?
SB: For many customers, service has become a frustrating experience since the pandemic started. Most organizations were not prepared for it and not flexible enough to adapt quickly.
Customers are often held on calls for 30 minutes to an hour because everybody is working from home, but nobody is properly connected. Likewise, agents are frustrated at their employers for not being properly prepared, so they’re not delivering high levels of experience.
Life is quite unpredictable at the best of times, especially in the US. Dangerous weather conditions and natural disasters happen all the time, but there are still so many companies that have no resiliency or scalability built into their business model. Home-based, SmartVirtual™ CX is the only way to prepare for a crisis. It’s robust, it’s faster to staff up, and it allows you to reroute calls to any location where Ambassadors are based from a wider pool of talent.
What have you enjoyed most about your time at Activus Connect so far?
SB: One of my preferred tasks has been spotting talent and helping people maximize their potential. During the first year at Activus, I spent a lot of time on coaching and development, providing the tools our team needed to excel at their jobs and experience personal growth.
In most BPO companies, churn is an issue because people get shifted from one contract to another regularly. In my experience, there’s also a lack of consistency in terms of coaching and development because managers often move around, and each has a wildly different style.
At Activus we’ve been dedicated to developing teams for their specific roles while also preparing them for their long-term futures. We’ll train Ambassadors on how to communicate with managers, how to think strategically, and other bankable skills that make a difference to their careers.
Overall, I’ve been so impressed with the team here at Activus and their approach to CX delivery. My excitement over what they bring to the table encourages me to help the company grow, and I think anybody who joins us will share in that excitement.
What makes a good SmartVirtual™ Ambassador, in your experience?
SB: There are a lot of prerequisites, such as having a good internet connection and a quiet place to work. On a human level, the best Ambassadors are responsible, self-directed, excited to improve their work-life balance, and excited to work with a specific client.
Traditional facilities are usually situated in low-cost locations that limit your catchment area, especially as markets become saturated over time. It’s also difficult to find actual customers of certain brands who care about particular companies and know a lot about their products.
The great thing about SmartVirtual™ Ambassadors is being able to find the right fit for any client. With the wider reach work-at-home offers, you can find someone with a passion for fashion, or a passion for tractors, or knowledge and experience in anything your client needs. This background helps Ambassadors engage with their customers and provide a better service.
What are your plans and ambitions for Activus Connect as we move into Q4 and beyond?
SB: Professionally, I’m really excited about helping Activus develop its stable of long-term clients and deliver some compelling CX. Customer habits have changed, so they expect different solutions than before the pandemic. People want an efficient, personalized service tailored to them across all platforms. I’d like to see Activus use this shift in customer expectations to cement our position in the market.
Personally, I’d love to travel internationally again—it’s been far too long since we’ve taken the kids on vacation.
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To read more about Activus Connect’s leaders, check out this interview with our Head of Operations, Marc Robinson.
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]]>The post Leadership Spotlight: Managing Operations in a Work-at-Home Setting appeared first on Activus Connect.
]]>As Head of Operations at Activus Connect, Marc Robinson is responsible for maintaining operational efficiency throughout our entire SmartVirtual™ network. Marc has been in the BPO space for more than 25 years, with at least 15 of those dedicated to work-at-home operations.
Before focusing on work-at-home, he utilized his master’s degree in cybersecurity to strengthen the technical aspects of brick-and-mortar contact centers and manage several IT projects, as well as gaining experience in professional services, training, and employee development throughout the years.
Today, Marc is 100% committed to work-at-home, lending his knowledge and expertise to drive the success of Activus Connect. We sat down with Marc to learn about the challenges of managing SmartVirtual™ operations and how work-at-home CX could permanently improve the industry.
How do the responsibilities of a work-at-home operations leader differ from those in traditional brick-and-mortar?
MR: For me, the top focus is on developing communities and environments specific to virtual workers. Our tools and capabilities are all designed to ensure that our work-at-home Ambassadors can communicate with each other and embrace our SmartVirtual™ culture.
Creating that virtual “water-cooler” effect is a top priority when trying to elevate employee experiences. People should never feel like they are isolated from the rest of the company, so everything should be centered on the virtual employee, first and foremost.
When you look at a physical contact center, their foundation is always built on brick-and-mortar operations with work-at-home bolted on as a secondary offering. With the pandemic, most BPOs have been forced to offer work-at-home as brands scramble for business continuity, so operations managers are under huge amounts of pressure to deliver reliable virtual service delivery with no prior experience.
I’ve been lucky enough to be at the forefront of the work-at-home opportunity for years now, so it’s something that I’m extremely passionate about. The ability to offer employment during times of crisis is especially important, and a great opportunity that must be protected for the sake of our employees and our economy.
What are some of the challenges that come with managing a pure-play work-at-home operation?
MR: The hardest thing is probably on the employee side. People sometimes struggle to understand that working at home is not a vacation.
Oftentimes, when work-at-home is a new experience for people they can see it as a chance to relax, work less, or ignore their responsibilities. In reality, when it comes to customer experience delivery it’s no different to being in a large facility—you’re just at a different desk performing the same tasks you would in an office, so it’s not an excuse to slack off.
To solve this issue, providers need a strong recruiting process that enables them to hire the right people from the beginning. Throughout the U.S. and even globally, there is a huge pool of mature, experienced talent available that is ready and willing to work and already has the right mindset to embrace the work-at-home lifestyle responsibly.
On the client-side, there’s an illusion that brands have more control over security in a brick-and-mortar environment than they could with work-at-home. The reality is that pure-play work-at-home providers now have more visibility than traditional players. Technology allows us to see exactly what our Ambassadors are doing, monitor 100% of customer calls, and pinpoint any potential security risks instantly, making it much more difficult to commit fraud or steal information.
In the end, bad people are going to do bad things, regardless of whether they’re at home or in a contact center. However, when providers follow stringent recruitment measures and leverage next-gen monitoring technology, the work-at-home environment is much more secure than any brick-and-mortar facility. Period.
Describe a “day in the life” as Head of Operations. What are some of your key responsibilities?
MR: Overall, I need to be available to my Team Experience Coordinators—also known as supervisors—and ensure their needs are met so they can adequately support our front-line Ambassadors. I’m also on-hand to support the Activus leadership teams when they need me, as well as coordinating with clients in support of their individual projects.
On a more granular level, I get pulled in several directions every day. One moment I might be planning how to overhaul the operational strategy of an entire project, while another I’ll be updating somebody’s social security number. It’s really all hands-on deck at Activus and we’re all happy to get our hands dirty when the situation calls for it.
I generally communicate with our teams every day to make sure they’re getting what they need to perform their jobs as effectively as possible. Equally, I have to hold them accountable to their responsibilities to ensure we’re exceeding the expectations of our clients and their customers.
What are some of the cultural elements of a pure-play SmartVirtual™ operation? How does Activus Connect’s culture impact people’s lives?
MR: It’s very important that our team members feel like they’re part of a family. Unlike some large boiler room contact centers, we don’t look at them as disposable or replaceable workers, but as integral assets within our company—we want people to stay so we bend over backward to keep them in the team. Even if a project ends, we will always try to make sure our Ambassadors stay employed and actively participate in other projects, which is not a common aspect of traditional BPO.
There’s a real sense of community and a sense of belonging at Activus. What Felix, Minerva, and the rest of the team are doing is really special, so it’s hard not to be fully invested in what they are trying to accomplish. Our Ambassadors love what we do, understand our mission and vision, and fully support us in reaching our objectives, so we strive to help them reach their goals too.
What are your ambitions for Activus and how do you plan to reach them?
MR: It’s simple really, I want us to continue to grow and help Activus become one of the power players in the outsourcing space. If that means being on-hand to take sales calls, meet with prospective clients, or anything in between, I’m ready to take on any challenge.
With our technology, Ambassadors, work culture, and visionary leadership, everything is already in place to allow clients to grow alongside us. We provide the same level of engagement and support to all of our customers, regardless of their size and footprint. It’s all about creating a community with our partners, as well as our Ambassadors, and delivering the service that companies have come to expect from modern CX delivery.
On top of that, I believe we can really shake up the industry with our approach to operations, recruitment, and employee experience, so watch this space.
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