Customer Experience

Elevating the Traditional COE Model with a Virtual Community of Excellence

|

By Sandy Ellis Despite the magnitude of global challenges and distractions over the preceding eighteen months, company leaders continue to seek how best to operate, grow and transform their business. A common pre-pandemic practice was to establish a Center of Excellence (COE) in a physical location that was staffed by subject matter experts. The experts … Elevating the Traditional COE Model with a Virtual Community of Excellence

Why Work-at-Home Service Delivery Compliments Business Continuity Strategy

|

By Susie Buffam Every year, business continuity planning (BCP) is increasingly more vital for protecting the customer experience. Brands face significant challenges from natural disasters, geopolitical events, and now pandemics, requiring agile CX partners with resilient operations strategically designed to mitigate these risks. Unfortunately, most BCP plans only lower risk; instead of developing service delivery … Why Work-at-Home Service Delivery Compliments Business Continuity Strategy

International Women’s Day: Advice for Aspiring Entrepreneurs

|

By Minerva Serrano 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 … International Women’s Day: Advice for Aspiring Entrepreneurs

Why Virtual Employment is the Key to Building Greater Workforce Diversity

|

By Anthony Crutcher, CIO, Activus Connect Ask successful entrepreneurs about the importance of workforce diversity in creating a healthy business, and you will find a typical response: without it, you are limiting the firm’s potential. Building a diverse company isn’t just the right thing to do; it’s hugely beneficial to the bottom line. McKinsey & … Why Virtual Employment is the Key to Building Greater Workforce Diversity

How Customer Experience Careers Positively Impact Lives

|

When somebody mentions a career in contact centers, call centers, or customer experience services, what are the first thoughts that come to mind? Perhaps you imagine hundreds of employees crammed into cubicles taking calls from an offshore location. Maybe those employees have just left college or are “in between jobs” and aren’t fully committed. To … How Customer Experience Careers Positively Impact Lives

How We Attract World-Class Leadership Talent to Our Virtual Business

|

In an increasingly virtualized world, organizations need solid leadership teams to solve the challenges of running a successful work-from-anywhere business. Still, world-class leaders are always in high demand. As competition heats up to recruit this top-level talent, companies are looking for ways to distinguish themselves as market frontrunners by building an innovative, performant culture that … How We Attract World-Class Leadership Talent to Our Virtual Business

Why Choose Work-at-Home Over Traditional CX Delivery in 2021?

|

When it comes to outsourcing customer experience (CX), brands will first have to weigh the options between offshore, nearshore, onshore, or a mix of the three. Following the game-changing events of 2020, businesses must now add another element to that decision-making process: in-center or work-at-home? While each operational model has its pros and cons, we … Why Choose Work-at-Home Over Traditional CX Delivery in 2021?

Who Ya Gonna Call? Stress Busters

|

When customers live in stressful times, the responsibilities of a contact center employee become far more challenging, leading to burnout extremely quickly. The contact center workforce is subject to name-calling, threats, and all sorts of irate customers on a daily basis, so customer experience providers have a direct responsibility to continuously help employees manage stress … Who Ya Gonna Call? Stress Busters

Boosting Diversity and Inclusion with Solid CX Partnerships

|

Diversity is a major priority area for most businesses today, and with good reason. A recent study by McKinsey found that diverse companies are 35% more likely to outperform their competitors, while 67% of workers consider an employer’s diversity and inclusion model a deciding factor in their job hunt, according to Glassdoor. The prospects of … Boosting Diversity and Inclusion with Solid CX Partnerships