Maximizing efficiency, reducing costs, and preparing for future successes. The Client Headquartered in Norcross, Georgia, A Closer Look is a customer research and data-analytics firm that provides retailers, restaurants, and hotels with unique customer experience data from mystery shops. The company was founded 25 years ago by three entrepreneurs with an ambition to enter the … Case Study: A Closer Look
Ever since BPOs began experimenting with the work-at-home model, virtual employees have been lumbered with inadequate brick-and-mortar tools that simply aren’t suited to a home-based work environment.
Fast forward to today and not much has changed in that approach; traditional BPOs have done well to prioritize the development of their physical operations, but often view home-working tools and processes as a distant afterthought…
It’s a great day at Activus Connect! A white paper titled Enhancing the Best Customer Experience Outcomes in an Evolving US Market, has been published by Ryan Strategic Advisory. We are one of the newest companies in customer experience services…
We are living in the age of consumerization. Long gone are the days when brands are able to generically outsource customer care support to low value, low cost, “business processing” agencies who focus on basic performance metric such as handle time and staffing attainment. Today’s market has ushered in the emergence of Customer Experience Providers (CXPs)…
As we celebrate Customer Service Week, we thought it might be fun to take a glance back at the evolution of customer experience and ask ourselves, “Would Darwin approve?”
Eye of The Tiger?
The unrefined version of a contact center, an in-house customer service department in the 1980’s, gets a call from a customer. Survivor’s “Eye of the Tiger” music is playing while the customer is…
Customer experience has become central to many mobile service providers and telecommunication companies – all of them working to differentiate themselves from their competition by aiming to be more customer-centric than the next.
Customer Experience Management (CXM) spans all interactions between service providers and subscribers: retail shop, e-commerce, buying…
Consumers live in an on-demand world and live digitally whether they are on their mobile device, using their computer, or interacting with kiosks public places, including retail stores. As disruption continues with the continuing growth of…
It’s a fact – one of the highest employee turnover rates across all industries is associated with contact center jobs, and specifically contact center agents. Over the years, as traditional, operational decision makers have been under pressure to get more productivity with less resources…
After decades in the Customer Experience (CX) industry, the leadership team here at Activus Connect has never understood the rationale for asking customers (who are likely calling in because they have a problem or issue to resolve) to spend even more of their time taking a survey at the end of the call…
Some say it is better to be understood than loved, but we say it is best to be understood AND loved. Great listeners make great Customer Experience (CX) Ambassadors, and when those listeners happen to live in the same city, county, state or region and can converse in warm…