Customer Experience

Generational Support Financial Services & Fintech

Four 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.

Start-up light bulb surrounded by thought bubbles

Scaling & Growth

Start-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.

CX Metrics

Pushing 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?

Outsourcing Partnerships

Moving 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.

Outsourcing Locations

What makes Bulgaria an attractive outsourcing destination

For years now, European companies have been torn between the high costs of outsourcing customer service to onshore locations and the low service levels sometimes prevalent in offshore destinations. But this is changing.

Support Channels

“Chat etiquette” for better digital customer service

We all adhere to some sort of etiquette (or expected behavior) at some point during the day, whether it’s phone, office, or even dinner table etiquette. So why not create a chat service etiquette too?

Woman with headset microphone smiling at computer monitor

CX Best Practices Games

Player support – a customer support game changer in the games industry

For the games industry, customer service can be more than just a cost factor; it can be a differentiator and revenue generator. Learn five key principles for successful multi-channel player support.

Outsourcing Locations

Why Romania needs to be on your outsourcing (BPO) list

Industry experts agree, Romania’s reputation as an attractive outsourcing destination is on the rise. From multilingual BPO talent to a strong ITO sector, discover why Romania should be on your list.

Outsourcing Partnerships

Making continuous improvement truly continuous in the call center

Successful continuous improvement programs need to be implemented as part of a process-intelligence culture that permeates an organization, and not as a ‘back room’ consulting gig. Here’s how to get started.

employee discussing call reduction strategies in front of a computer

CX Metrics

Call reduction: Four ways to cut customer contacts without sacrificing service

From IVR, to self-service, to mobile, to social communities – this article covers several tips to reduce repetitive calls while maintaining service levels. And a good reminder: always be realistic with contact reduction.

CX Metrics

First Call Resolution: Difficult to measure, dangerous to ignore

First Call Resolution (FCR) is a critically important metric in a call center, particularly because it’s so closely tied to Customer Satisfaction. This article offers techniques for measuring FCR, and also concrete ways to improve it.

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