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 we think about giving back, most seek to give back to organizations or groups close to home. However, for Milley, giving back meant helping her community in some way or another. Thus, she went on a journey to help those who are less fortunate on these cold winter nights. We met with Milley Carmona … Inspiring Forward: Giving Back on the Streets of Chicago
When customers live in stressful times, the responsibilities of a contact center employee become far more challenging, leading to burnout extremely quickly. The contact center workforce is subject to name-calling, threats, and all sorts of irate customers on a daily basis, so customer experience providers have a direct responsibility to continuously help employees manage stress … Who Ya Gonna Call? Stress Busters
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
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
Giving back can be as simple as sharing a meal with those around you or even lending a hand during tough times. We met with Nykia Durant (ND) to go over her day of giving experience giving back to those from her support group community, the MOB. AC: For your Day of Giving, what group … Inspiring Forward: Supporting One Another During Tough Times
Christmas is a time to share joy and cheer to those around us by giving back and creating happy memories with them. We met with Mary Wirick (MW) to talk about her Day of Giving experience at Soldiers’ Angels and how she brought joy to a veteran family. AC: For your Day of Giving, what … Inspiring Forward: Sharing Joy with Soldiers’ Angels
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
Sometimes giving back is a journey we embark on willingly and naturally. This is the case with Angie Dixon (AD) and her experience with the University of Florida’s Institute of Food and Agricultural Sciences (IFAS) Extension office where she actively volunteers and is part of their certified Volunteer team as a Master Gardener. AC: For … Inspiring Forward: A Journey of Giving with The University of Florida’s IFAS Extension Office
The wide-scale adoption of work-at-home in the CX and BPO industry is causing a negative ripple effect within the talent pool. Companies are promising flexibility and a better work-life balance, but failing to deliver on employee needs and expectations, leading many people to leave their jobs with a deep mistrust of the industry. When ex-BPO … Rebuilding Employee Trust in the Customer Experience Industry