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 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?
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 people experience challenging times, the best kind of support comes from those who have shared those experiences and understand the difficult situation they’re facing. As an Ambassador at Activus Connect, Janelle Cuevas-Cruz works on one of our support programs answering incoming calls and assisting customers for a client in the financial services and lending … Life at Activus: The Importance of Empathy in Times of Crisis
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