By Sandy Ellis As companies strive to differentiate themselves through consistent and excellent products and services, their ability to infuse a purpose-driven culture throughout their organization and across their supporting partners is crucial. Elon Musk said, “every person in your company is a vector. Your progress is determined by the sum of all vectors.” Although … Infusing Brand Culture, From the Inside Out
As mid-market companies seek to provide innovative, impactful customer experiences, their choice of CX delivery partners plays a significant role in this strategy. The business process outsourcing (BPO) industry comprises thousands of service providers ranging from multinational giants to boutique startups, so it is often challenging to find a good fit that checks all the … For Mid-Market Players, One Size BPO Does Not Fit All
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
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
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
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
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
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
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?
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