With the most difficult year in recent memory almost behind us, we wanted to look back on one of the more positive sides of 2020: the new and exciting ways of doing business in a virtualized world. In this fireside chat with Felix Serrano, CEO and Co-Founder of Activus Connect, we close off the year … CEO Viewpoint: 2020’s Impact on CX and the Future of Activus Connect
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
At Activus Connect, we’ve uncovered a little-known secret to enhancing transparency in business. Consistency. When a company sticks to its ideals, consistently fulfills promises, and adopts consistent communication practices, it can become a transparent, inclusive business with a culture of openness. Let’s go over some of the ways consistency leads to organic improvement in a … The Secret to Transparency and Openness in a Virtual Business
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
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
The term “GigCX” has been exciting members of the customer experience industry recently, and rightly so—any potential disruption to our industry deserves attention. Unfortunately, the benefits of GigCX are getting all the press, to the point where some companies are pegging it as the industry’s inevitable future. All the while, its disadvantages remain safely hidden … CEO Outlook: Why GigCX Workers Will Never Replace Dedicated CX Teams
The world is virtualizing faster than ever, with no signs of slowing down. Work-at-home employment is now mainstream, presenting several new challenges for business leaders that built their companies from brick-and-mortar. One of the most difficult aspects of virtualization is maintaining a collaborative, productive, consistent work environment that can withstand business continuity issues while strengthening … Secret Sauce: Linking Transparency with High-Performing Virtual Teams
As a provider of customer experience outsourcing solutions, we’re always trying to create an environment and an organization that can do more meaningful, tangible things for customers and employees. One of our key mantras is “elevating experiences”, which reflects that mission both internally and externally. Our SmartVirtual™ model is a game-changer for most families. It … Secret Sauce: Enhancing Culture and Behavior Across a Virtual Company
Let me preface everything in this post with one very important point: there will always be a place for traditional BPO. Even with the current crisis, contact centers are unlikely to go extinct, but there are several new realities that brick and mortar BPOs and their customers now have to face as the future of … Here’s Some Good News, There’s A Simple Fix for CX Disruption
At Activus Connect, we’re always highlighting the benefits of work-at-home customer experience, but it’s really our customers who understand it best, so we’ve decided to give them the spotlight to provide their unique insight into the SmartVirtualTM experience. A Closer Look is a customer research and data-analytics firm that provides retailers, restaurants, and hotels with … Partner Q&A: Creating a 40% Drop in Operational Costs in One Month