Blog
Welcome to our company blog, dedicated to exploring the world of Customer Experience and Trust and Safety issues and insights.
The Surprising Truths your Numbers Might be Trying to Tell you
As CEO, you have your hands on every single part of your company. Operations, sales, marketing, finances, HR -- all of these departments ultimately bubble up to you. This can be hard to manage, but you get to take all the strategic insight you gather from each of these teams and then guide your business on the best strategic path to ensure enterprise-wide business objectives align and roll down [...]
Telecom Companies: Improve your NPS Scores in 3 Steps
Whether you lead a communications company, technology company or telecom company - odds are good that customer satisfaction has been tricky for you. Don’t take it too personally; these are tough industries and since society is increasingly dependent on instant gratification, the bar for satisfaction is getting higher and higher. But even though the challenge is understandable, you’re still responsible for the quality of your brand. And, you still [...]
Outsourcing Myths vs. Facts
Did you know the global market size of outsourced services was valued at 88.9 billion dollars last year? The number of companies relying on business process outsourcing (BPO) is continuing to grow and for good reason. Of course, as a BPO provider, we know the value of outsourcing. But some people are hesitant to explore this type of partnership and don’t fully understand outsourcing pros and cons. Plus, there’s a [...]
3 Reasons Why Outsourcing Partnerships Fail
When they think of outsourcing partnerships, companies on both sides of the negotiations table envision strong, long-lasting bonds and business-enhancing strategic decisions. For the most part, the image stands true. But sometimes things go south and it’s usually because of these 3 important reasons: Let's talk solutions! TRUST Successful outsourcing collaborations run on trust and mutual understanding. Client and provider, they [...]
The Consumerization of Healthcare: What Does It Mean?
Modern healthcare has gone through countless ebbs and flows throughout the last decade, but one of the trends that are making the most waves is the consumerization of the healthcare industry. So as a healthcare company, it’s only natural to wonder exactly what this means - and whether it matters to you and your business. Here’s our take on this sweeping shift, and what you can do to make [...]
Outsourcing made easy – 5 Steps to Work from Home Success
Work from Home has been successfully implemented around the world with outcomes ranging from lower office costs to happier, more productive staff. Working from home and productivity It has been proven to help increase brand affinity and scalability, and it's also a great way to access a larger pool of specialist profiles for better multilingual coverage. It seems to be a straightforward enough model. But is there a way [...]
Do you Know your Customer Journey?
Customer journey mapping has become a bit of a trend lately, and you might be wondering whether it’s worth investing in or not. Take it from us - it is. As someone who cares deeply about the quality of your brand and your customer experience, knowing the buyer journey from end to end can be incredibly powerful. In fact, it can boost your customer satisfaction and retention in big [...]
The Best Kept Secrets of our Service Offerings
If you’ve heard about us in the past, odds are good that you’ve heard about our customer service and technical support services. We’ve become really well-known for these services, and are proud of our strong brand image. But we also have other services we provide for our customers, with great results, that are just as high quality and a little lesser-known. One of these is our content moderation service. [...]
Why Great Customer Service Means Being Everywhere at the Right Time
We’ve all heard someone say that good customer service means “the customer is always right.” But many managers and CEOs come to learn that this mindset, while well-intentioned, is sometimes flawed. For example, what should a good leader do when caught between employees vs. customers? This type of business conflict can be especially difficult to navigate, so here are some business leadership tips to help you out. [...]
Just Because your Industry is Highly Regulated Doesn’t Mean you Can’t Create a Stellar Customer Experience
As every company in the European Union is well aware, the General Data Protection Regulation (GDPR) laws came into effect in May of this year. Along with it came some pretty stringent requirements around communication, security, and compliance. If you’ve felt the weight of these regulations as so many businesses have, you might be frustrated by the impact it’s having on your customer service experience. Even if your business [...]