Almost everybody dreams of unshackling from the office and working from home full time, but few have what it takes to thrive in that virtual environment.
For many employees, working from home or telecommuting is often seen as a way to get some easy downtime, deliver the bare minimum, or simply sit around the house in your favorite onesie.
Dedicated work-at-home employment is different. While there is a high level of flexibility…
Ever since BPOs began experimenting with the work-at-home model, virtual employees have been lumbered with inadequate brick-and-mortar tools that simply aren’t suited to a home-based work environment.
Fast forward to today and not much has changed in that approach; traditional BPOs have done well to prioritize the development of their physical operations, but often view home-working tools and processes as a distant afterthought…
Even though demand for elevated customer experiences is higher than ever, traditional BPO providers risk falling behind as they continue to battle the same issues they’ve been facing for decades.
Absenteeism, attrition, work quality, business continuity, and scalability have been the main topics of contention for BPOs since day one, stemming from the industry’s transactional nature and its low-cost approach to recruitment, training, and customer service…
As customer experience providers, we always strive to take CX to the next level. This motivation led us to what we believe is the next evolution in elevating experiences: Smart Virtual.
Smart Virtual is a robust work-at-home (WAH) delivery model that solves many of the issues associated…
It’s a great day at Activus Connect! A white paper titled Enhancing the Best Customer Experience Outcomes in an Evolving US Market, has been published by Ryan Strategic Advisory. We are one of the newest companies in customer experience services…
At Activus Connect, our foundation is based on four pillars: Elevating Experiences, Building Brands, Enriching Lives and Cultivating Communities. These four pillars drive everything we do and the one thing they all have in common is, people. We are a people company driven to consistently enable the best outcomes…
Just before Thanksgiving, as we were winding down for turkey day, I flipped by the Weather Channel and thought – oh, wow, looks like a significant weather pattern is forecasted to sweep the US. Thanksgiving into Black Friday and over the weekend, national news outlets highlighted snow accumulations, cancelled flights, stranded cars, etc, etc. Today, … And Just Like That, The Weather Is Tipping The Customer Experience Scale
We are living in the age of consumerization. Long gone are the days when brands are able to generically outsource customer care support to low value, low cost, “business processing” agencies who focus on basic performance metric such as handle time and staffing attainment. Today’s market has ushered in the emergence of Customer Experience Providers (CXPs)…
As we celebrate Customer Service Week, we thought it might be fun to take a glance back at the evolution of customer experience and ask ourselves, “Would Darwin approve?”
Eye of The Tiger?
The unrefined version of a contact center, an in-house customer service department in the 1980’s, gets a call from a customer. Survivor’s “Eye of the Tiger” music is playing while the customer is…
Scenario 1: Customer calls into the contact center have increased by 150% in the past few days. The weather channel is spewing out hurricane facts like an overheated computer. Insurance Company management notes the deluge in calls but doesn’t see the correlation. Sales are decreasing, new policy quotes are declining, conversion rates have all but evaporated, and revenue for the day is abysmal. Precious resources…