Companies in the BPO space often talk about employee loyalty and the importance of a devoted workforce, but in the age of virtual work the balance has shifted, and businesses now need to prove their loyalty to their employees. One of the best ways for an organization to show commitment to its people is to … Virtual Coaching: 5 Tips for Nurturing Employee Skills in a Remote Setting
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
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
At Activus Connect, our SmartVirtual™ business model has enabled us to continuously plan for future growth and expand our CX delivery platform around the world, while many customer experience providers are still struggling to provide high-quality service in a virtual environment. Susie Buffam, our Chief Strategy Officer, has been a huge part of this success. … Leadership Spotlight: Virtual CX Strategies for An Unpredictable World
Poverty prevention comes from empowerment, not charity. The wise old adage “give a man a fish, and you feed him for a day; teach a man to fish, and you feed him for a lifetime” is a testament to this truth and the underlying force driving the work of Friends of Puerto Rico. Founded in … Friends of Puerto Rico: Tackling Poverty with Education and Entrepreneurship
Customer experience providers are not in Kansas anymore. The widespread trauma of COVID-19 has changed people at a visceral level, so CX delivery has to evolve to better serve the emotional needs of pandemic-era customers. Nearly everyone on Earth has been facing an unprecedented level of vulnerability and isolation brought about by forced quarantine and … Preparing for the Next Normal: How to Provide Great CX After COVID-19
Here at Activus Connect, we may be built on serving our clients and our Ambassadors, but we’re also dedicated to serving our communities and supporting local causes through corporate social responsibility. Our goal has always been to inspire forward and create a culture where, through many small actions, we can make a big difference in … Inspiring Forward: Warriors 4 Life Uses Cycling to Support Brave Veterans
Post COVID-19, true omnichannel customer experience delivery is only possible with a robust video chat service offering. Successful digital connections now rely on face-to-face interaction more than ever before as people live with ongoing social restrictions. Here at Activus Connect, video chat has always been an element of our digital engagement strategy as part of … Why It’s High Time Video Chat Reached Its Full Potential in CX Delivery
One of the most encouraging aspects of the COVID-19 crisis is that BPOs and CX providers are bending over backward to protect their teams. Whether they’re offering people the option to work from home, reducing in-center capacity to comply with social distancing rules, or implementing hand sanitizing stations and employee health checks, there’s no doubt … The SmartVirtual Approach to Ambassador Safety and Security