CEO View

The Art of Data Analytics: Insights that Lead to Elevated Experiences

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by Felix Serrano Data analytics is not only a science; it’s an art form capable of changing how organizations deliver customer experience (CX). When applied correctly, data analytics helps companies pinpoint and predict demand, flag potential risks, meet efficiency objectives, boost revenue, and develop a deep understanding of their customers. However, the challenge for most … The Art of Data Analytics: Insights that Lead to Elevated Experiences

SmartVirtual™ Vs. GigCX Vs. Hybrid: Which Adds the Most CX Value?

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By Felix Serrano In a world where customer experience is essential, an organization’s choice of CX delivery model is equally as vital. Gone are the days of buying hundreds of seats in a cramped call center, filling them with local employees, and pacing the aisles under the guise of “coaching.” Today’s CX delivery is about … SmartVirtual™ Vs. GigCX Vs. Hybrid: Which Adds the Most CX Value?

Rebuilding Employee Trust in the Customer Experience Industry

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The wide-scale adoption of work-at-home in the CX and BPO industry is causing a negative ripple effect within the talent pool. Companies are promising flexibility and a better work-life balance, but failing to deliver on employee needs and expectations, leading many people to leave their jobs with a deep mistrust of the industry. When ex-BPO … Rebuilding Employee Trust in the Customer Experience Industry

CEO View: The BPO Industry is Failing its Work-at-Home Employees

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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

Stop Using COVID-19 as an Excuse for Bad Customer Experiences

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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