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Latest insights
Trust & SafetyThree things to consider when outsourcing your social media customer service
It’s possible to achieve success when outsourcing social media, but it’s critical to do your homework on the prospective partnership, set clear goals, and integrate people to achieve the best outcomes. Experts share tips.
Customer ExperienceGamesHow to develop a world-class approach to customer service in gaming
A players’ loyalty in gaming should never be taken for granted. From World Gaming to World Gaming League, industry experts share what it means to create amazing player experiences using customer service. Read their tips.
Customer ExperienceBPO: The ideal breeding ground for BPI (Business Process Improvement)
Why have contact centers become a breeding ground for BPI methods? One of the reasons is the sheer number of processes, lending itself to the application of most BPI tools and methodologies.
Customer ExperienceHow to anticipate customer needs
From mobile support and gamification, to speedy response times and personalization, this article explores a few ways to get ahead of customer service requests — and even delight customers along the way.
Customer ExperienceFinancial Services & FintechFour keys to retaining Millennial customers in fintech – industry experts share tips
Are fintech companies doing everything they can to keep the business of Millennials? Experts share four ways to retain your Millennial customers including finding the right partners, adding self-service, and more.
Digital ExperienceCybersecurity: How to excel at customer service in a cybersecurity crisis
Cybersecurity threats are beginning to redefine excellence in customer service. This article explores how to rise to the challenge, even strengthening customer relationships and loyalty - along the way, and after the fact.
Digital ExperienceFinancial Services & FintechIn customer experience and user-centered design, why fintechs are beating big banks
Fintechs take a single banking service, understand pain points and make an improved application for that one service. In fintech, user-centered thinking makes for an outstanding customer experience.
Digital ExperienceOmnichannel: 4 pillars of a purposeful omnichannel customer service strategy
As researcher Bréne Brown said it best: “When you own your story, you get to write the ending.” The same holds true for owning the customer experience - where establishing an omnichannel strategy plays a big role.
People & CultureTop techniques to inspire agents and ensure positive CX
It’s difficult to deliver exceptional customer service when the person doing the delivering is dreaming of escape. What do the best contact centers do? Here’s our top 6 tips to inspire your people.
Customer ExperienceStart-ups and outsourcing: How to achieve growth and innovation
You need to run your company, so why add contact center manager to your resume? Today, value comes from enlisting subject matter experts to help grow your business in a strategic way. Outsourcing offers just that.
Customer ExperiencePushing past the hype of Net Promoter Score (NPS)
Ever since its inception, NPS has become the darling of management teams all over, and, as such, many organizations now use NPS as their primary CSAT tool. But is everyone relying too much on a single question?
Customer ExperienceMoving from outsourcing vendor to partner with TXU Energy
Strong outsourcing partnerships don’t happen overnight. Here’s a look at our customer service journey and lessons learned with TXU Energy - a partnership spanning 10 years with cultural alignment at its core.
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