SmartVirtual™

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

Why Choose Work-at-Home Over Traditional CX Delivery in 2021?

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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?

Life at Activus: The Importance of Empathy in Times of Crisis

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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

CEO Outlook: Why GigCX Workers Will Never Replace Dedicated CX Teams

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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

Secret Sauce: Linking Transparency with High-Performing Virtual Teams

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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

Secret Sauce: Enhancing Culture and Behavior Across a Virtual Company

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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

Preparing for the Next Normal: How to Provide Great CX After COVID-19

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Customer experience providers are not in Kansas anymore. The widespread trauma of COVID-19 has changed people at a visceral level, so CX delivery has to evolve to better serve the emotional needs of pandemic-era customers. Nearly everyone on Earth has been facing an unprecedented level of vulnerability and isolation brought about by forced quarantine and … Preparing for the Next Normal: How to Provide Great CX After COVID-19

Why It’s High Time Video Chat Reached Its Full Potential in CX Delivery

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Post COVID-19, true omnichannel customer experience delivery is only possible with a robust video chat service offering. Successful digital connections now rely on face-to-face interaction more than ever before as people live with ongoing social restrictions. Here at Activus Connect, video chat has always been an element of our digital engagement strategy as part of … Why It’s High Time Video Chat Reached Its Full Potential in CX Delivery

The SmartVirtual Approach to Ambassador Safety and Security

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One of the most encouraging aspects of the COVID-19 crisis is that BPOs and CX providers are bending over backward to protect their teams. Whether they’re offering people the option to work from home, reducing in-center capacity to comply with social distancing rules, or implementing hand sanitizing stations and employee health checks, there’s no doubt … The SmartVirtual Approach to Ambassador Safety and Security

Weathering Another Storm: BPO’s Next Challenge After COVID-19

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Real talk: COVID-19 is an apocalyptic storm that is ravaging the BPO and CX outsourcing world, completely blindsiding the industry and forcing every traditional provider into a corner. When enforced social distancing and quarantine measures came into place, contact centers and BPO offices around the world were shut down indefinitely, leading most of the industry … Weathering Another Storm: BPO’s Next Challenge After COVID-19