SmartVirtual™

Saving Lives with CX: Improving Medication Adherence in Healthcare

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In healthcare, personalized service and human connections are paramount for patients at every point of their customer experience (CX) journey. However, healthcare providers and pharmaceutical companies face a considerable challenge: balancing effective CX with patient medication adherence. When starting any new round of medication, patients must adhere strictly to their doctor, pharmacy’s advice, and/or treatment … Saving Lives with CX: Improving Medication Adherence in Healthcare

5 Tips for Creating a SmartVirtual™ Work Environment that Drives Success

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Remote work offers a fantastic ability to work productively and control many aspects of your day-to-day routine, but we’ve all experienced those distractions at home that lead to a drop in focus. Whether it’s kids, pets, housemates, endless notifications, or household chores to deal with, SmartVirtual™ workers’ success depends on how they manage nearby distractions, … 5 Tips for Creating a SmartVirtual™ Work Environment that Drives Success

Internet Service Providers and the Surge of Home Internet Consumption

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If the last eighteen months have shown us anything, it’s that residential broadband internet has gone from being a luxury to a necessity. As remote learning and working from home have normalized, internet service providers (ISPs) have their work cut out to ensure everybody can stay online. Here’s a retrospective look at how they handled … Internet Service Providers and the Surge of Home Internet Consumption

For Mid-Market Players, One Size BPO Does Not Fit All

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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

Elevating the Traditional COE Model with a Virtual Community of Excellence

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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

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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

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?

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

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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