Leadership Spotlight: Managing Operations in a Work-at-Home Setting

|

As brands continue to migrate their CX delivery to work-at-home operations, we decided it might be time to check in with our leadership team and offer companies some advice for building a successful SmartVirtual™ operation. As Head of Operations at Activus Connect, Marc Robinson is responsible for maintaining operational efficiency throughout our entire SmartVirtual™ network. … Leadership Spotlight: Managing Operations in a Work-at-Home Setting

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

|

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

Inspiring Forward: Warriors 4 Life Uses Cycling to Support Brave Veterans

|

Here at Activus Connect, we may be built on serving our clients and our Ambassadors, but we’re also dedicated to serving our communities and supporting local causes through corporate social responsibility. Our goal has always been to inspire forward and create a culture where, through many small actions, we can make a big difference in … Inspiring Forward: Warriors 4 Life Uses Cycling to Support Brave Veterans

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

|

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

|

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

Life at Activus: Raising Twins at Home as a Full-Time Mom and Ambassador

|

Working at home has loads of well-documented benefits, but the best perk for many people is spending extra time with the family, something that Charlotte Cawthon, an Ambassador at Activus Connect, values immensely. Charlotte lives in Atlanta, Georgia, where she has fully embraced the work-at-home lifestyle. Her role as an Ambassador has allowed her to … Life at Activus: Raising Twins at Home as a Full-Time Mom and Ambassador

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

|

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

3 Essential Security and Compliance Elements for Work-at-Home CX

|

Since the early days of work-at-home customer service, customer experience (CX) and BPO providers have always struggled with the same issue: how to replicate in-center security and compliance practices in a virtual setting. Today, with work-at-home CX now accelerating, brands are finally coming around to the idea that a virtual workforce can actually increase security, … 3 Essential Security and Compliance Elements for Work-at-Home CX