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Nov 25 | Stephen

3 Non-Voice Channels to Leverage During the COVID-19 Pandemic

3 Non-Voice Channels to Leverage During the COVID-19 Pandemic The ongoing COVID-19 crisis has affected the world in many unexpected ways, including a spike in customer service calls for many businesses and service providers. Intercom’s research found that almost half of the companies surveyed had their call volumes increase by 51% on average since the […]
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Nov 19 | Stephen

No One Can Afford to Ignore the US Hispanic Consumer

No One Can Afford to Ignore the US Hispanic Consumer. Customer experience is all about results.  Whether it is servicing a customer next door or on the other side of the world, what counts for enterprises is ensuring that an end-user is satisfied and willing to provide repeat business at the end of an interaction.  […]
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Nov 2 | Stephen

Leveraging the Nearshore CX Option in a Post Covid19 World

If there is one thing that strikes me as an important factor in delivery of customer experience to US consumers, it is the geographic options available.  Over the past 25 years, Americans have been supported by agents as far away as India, the Philippines and South Africa.  But as we aim toward a post-pandemic world, […]
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Aug 24 | Stephen

Balancing CX Needs Between Facilities and Work-From-Home

Many in customer experience management felt there was a standard formula when it came to how interactions were delivered to consumers. According to that view, most operators would house the bulk of their workstations in a physical contact center, and perhaps shift a small amount of work to agents working from home. My, how things have changed!
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Sep 2 | Stephen

The Millennial Effect: How Younger Generations are Revolutionizing Customer Engagement Channels

For most millennials, the “phone call” seems a bit of an archaic form of communication. The advent of video-chatting, texting, and instant messaging has encouraged younger generations to move away from the communication platforms of the past and this is having a profound effect on the contact center industry as a whole.
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Apr 5 | Stephen

Deliver Amazing Results to Your Customers by Focusing on Your Core

Do you know why triathletes view focusing on their core muscles during workouts as one of the most important parts of their training? It’s all about maximizing their power and performance. The muscles in our core provide stability to our spine and pelvis, allowing us to control our position, generate optimal power, and transfer that […]
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Mar 12 | Stephen

6 Ways to be Employee Obsessed in the BPO Industry

When it comes to company culture, our mission at The Workloop is a workforce that is 100% happy, driven and engaged as we believe this is the way to get the best results for our clients. In order to build this foundation we set up six key points that feed our mantra of being employee obsessed.
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