The business case for offshore support always looks clean on paper. The reality — built on a plane to Bangalore and through months of managing across time zones, cultural dynamics, and a DTMF routing system held together with discipline — is considerably more complicated. Here’s what the spreadsheet didn’t tell me.
What I Learned Building a 24/7 Offshore Support Team from Scratch Read More »
Learn how to use AI to impact your Job Search. While AI has pros and cons, it can be used to help improve your chances of landing that perfect role if done well
Navigating the Job Market in an AI-Dominant World Read More »
The Direct to Consumer (DTC) market is booming with many companies and consumers both realizing immense value from the new paradigm shift.
What You Must Know About Direct-To-Consumer Customer Experience Read More »
As life gets back to normal, and our superheroes begin to control the pandemic, businesses are holding onto the CX strategies that they had adopted earlier. Many companies have come to realize that the only reason some brands managed to weather the storm of Covid was because of the support and undeterred loyalty of customers.
Winning at customer services is the competitive edge that can separate them from the noise. A prevalent customer-centric culture in an organization is the rock and stones that form a robust foundation of a compelling customer experience.
Cultivate a Customer-Centric Culture Read More »
Highly engaged teams are critical for success. There are several benefits, including greater sales and profits, decreased costs, fewer sick days, and fewer defects. All of which have a significant influence on your company’s bottom line. Despite how easy it is to do, too many organizations fail to make the necessary investments in this area.
7 Ways to Guarantee Your Team Will Be Highly Engaged Read More »
For any business, having the right leaders in the right positions is critical to success. Learn about the 5 levels of leadership and why they matter.
Leadership and Management: Micromanagers vs. Leaders Read More »
Customer service is a hard but essential job for any business. Understand and use these crucial metrics to measure your team and the work they are doing.
9 Crucial Metrics to Measure Customer Support Team Performance Read More »
Considering the importance of customer satisfaction in today’s competitive market, it makes sense for any company – no matter its size or industry – to invest in CRM. It is an essential tool that can help a company improve the customer experience by providing better service and reporting tools.
Why Your Company Needs a CRM System: Benefits for Customer Success Read More »
