Blog
Welcome to our company blog, dedicated to exploring the world of Customer Experience and Trust and Safety issues and insights.
What should you be looking for when selecting new locations for your business?
How to choose a good location for your business? This post is going to be about questions to ask before opening a new office in a new country or region, but we also realize this is an economically uncertain time for a lot of brands -- although admittedly not for user-generated content (UGC)-driven brands. So we do realize you are probably not thinking about expansion at this moment. But [...]
The solution to customer experience isn’t throwing more tech at it
You already know content moderation is very important. When we hit our targets, our clients hit their targets. And while it may seem awkward to talk about hitting targets during a period of global health uncertainty, the actual reality is that for many of us around the world being cooped up means more user-generated content (UGC). And if your platform contains, much less depends on UGC, what do you [...]
Cultivating joy in the global workplace
Why are we writing about joy in an economically-uncertain time? Because in a time that can be very gloom and doom, why not interject some positive thinking into the world? The reality is that, even in the best of economic times, a lot of global employees do not feel engaged by their work. Gallup’s chief workplace analyzer, a man named Jim Clifton, has referred to this as “The World’s Broken Workplace.” By his numbers, there [...]
There’s a global surge in user-generated content. What’s next?
Did you think we were going to discuss social distancing? Because of the coronavirus pandemic, and because a lot more people globally are working from home (we had to move about 2,000 people to work from home in just under nine days), there’s a massive surge in user-generated content. One factor is that common avenues of production, i.e. movies or television, are frozen right now -- you can’t have a big set [...]
How to Choose the Right Outsourcing Provider
So you have decided to invest in an outsourcing relationship. That is a great plan with the potential to yield results beyond your expectations. Of course, the natural next step would be to research outsourcing providers. But do you know what to look for, the marks of service quality and experience? And does the thought of talking with potential Business Process Outsourcing providers make you want to head to [...]
Scale and continuity in the #CoronaVirus pandemic
Work from home is a big topic these days … and rightfully so. In an effort to “flatten the curve” of coronavirus, many organizations have shifted a percentage of their employees -- the ones that can, essentially -- to work from home. It’s happening so much that major media outlets are now preparing “life kits” detailing how best to work from home. (Here is one guide to working [...]
High Tech Companies: Use These 3 Techniques to Help Customers in 2020
Solving customer problems is what any well-intentioned customer service team aims to do. But coming up with the right customer solutions and creative customer support is far easier said than done - especially in the high tech industry. While there are countless trends in customer service, here are the following three ways we recommend using to better reach - and satisfy - customers with pressing problems. [...]
Your Guide to Recruiting Great Staff alongside your Outsourcing Partner
The most important asset for any business is their employees As your company grows you will need to recruit and hire staff that’s aligned with your company goals and culture. Good staffing starts with the recruitment process and continues with an organized and thoughtful onboarding process. And the intentionality isn’t done after employees are onboarded. Rather, recruitment also encompasses areas like engagement and retention, learning and development, positive reinforcement, [...]
What are the most necessary elements you need in an outsourcing partner?
What we do now The de facto play on more effective user-generated content (UGC) moderation has been technology. The thinking is often: Get more tech to put towards these challenges. That helps, but it’s not the full picture. Remember: at its best, tech is a force multiplier. At worst, it can exacerbate existing blind spots in your process. Tech is necessary within UGC, but it typically cannot handle cultural [...]
How do BPOs help drive customer loyalty for your customers?
First: why is customer loyalty even important? Aren’t the end financials of a business the most important metric to consider? Of course, those are often paramount. But even going back to 2015, we had data -- based on the analysis of mergers and acquisitions in multiple industries -- that a company’s relationship to its customers had more financial value than even conventional elements of “branding,” i.e. the company’s logo. The common [...]