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The COVID-19 pandemic has sped up the adoption of key trends over the last decade: moves towards a better work/life balance, a digital transformation, an increase in “doing good” with emphasis on diversity, equity and inclusion, and corporate social responsibility... the list goes on. It has also shifted the way businesses operate and plan. A recent study by IBM found that business agility and cash management are the top two priorities for Executives for the next two years (2020 - 2022). As a finance leader, this makes a lot of sense - it’s imperative that all areas of a business be lean and nimble in the way they operate. The need for operational agility ...
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The ArenaCX Marketplace now has over 50 partners in our network, with more joining every week! Since the conception of ArenaCX we’ve understood that a marketplace is only as good as the vendors who serve in it - which is why we’re so incredibly excited to announce that we’ve brought over 50 unique, best-of-breed outsourcing providers into the network representing over 170,000 seats of capacity. With such a large network of BPOs (business process outsourcers) we’re able to offer a whole lot more of, well, everything. Industry capabilities are expanded, as well as languages-spoken, locations, hours, etc. Plus, it adds more availability and seats, giving ...
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June, 11 2021 WRITTEN BY Madison M. Since the start of 2021, we’ve heard more and more horror stories of companies experiencing ransomware attacks, forcing them to shut down their business temporarily while business leaders and experts work to re-secure their systems (which may include paying out millions of dollars to the hackers). When the Colonial Pipeline, the largest fuel pipeline in the United States, was brought down by a ransomware attack in May 2021 it caused panic and chaos for drivers across the Southeastern US as thousands of gas stations suddenly ran dry. While this may seem like an extreme case, the damage was real. One company’s vulnerabilities ...
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WRITTEN BY Madison M. ArenaCX is the world’s first contact center marketplace , providing outsourced labor with a twist by adding an element of co-opetition that improves BPO performance through incentives. But ArenaCX isn’t just a marketplace for labor. Hidden under the marketplace’s surface is a unique AI-driven software solution built exclusively for ArenaCX marketplace customers to get the most out of their contact center relationships. We’ll dive into specifics on the ArenaCX software features later in this blog, but first, it’s important to understand a few things about why the software was developed - starting with ...
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WRITTEN BY Madison M. Okay, 4 mistakes you’re making may be a little harsh. I should clarify by saying that the traditional outsourcing process as we see it working today doesn’t really allow us not to make these mistakes. As you’re reading along, don’t feel bad if you realize you’re falling into these common traps - almost everyone else in the industry is too. Up to this point, customer service professionals who rely on outsourcing to assist with their customer support don't have an easy task when it comes to selecting the right contact center partners - experiencing rigorous RFP processes, to long contract negotiations, to partner performance ...
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WRITTEN BY Madison M. If you have experience working with BPOs, you understand how challenging it can be to find the right contact center partner. And if you’re new to the process, well, take it from those who’ve been there - it’s no walk in the park. However, I don’t say this to deter you. Outsourcing has many benefits, especially when you find the right partner. While it can be hard to find, select, and vet the right contact center partner for your business, it can also be extremely rewarding and help take your customer support to a new level - a level that can be difficult to reach with an internal support team alone. Some of these benefits ...
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WRITTEN BY Madison M. Imagine your college-aged son just told you he invested his entire life savings into a single company. Like most parents, you’d probably think “ That’s absurd!” and would hastily tell him he’s being reckless and risking too much. You’d recommend that he diversify – spreading his savings across different companies and asset classes – to avoid the considerable risk he’d be taking if that sole company were to underperform. So, if it’s important to diversify your assets, why are you not diversifying crucial vendor relationships? If you’re only using one contact center or your contact centers are not performing overlapping ...
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WRITTEN BY Madison M. As a company focused on outsourcing, it’s clear we believe that outsourcing has the potential to make many operator’s lives simpler, while saving a business significant time and money. And, in many cases, it already does - but not without a huge front load of work and a lot of day-to-day maintenance. If you’re currently outsourcing, you might relate to some of these frustrations: paying too much for unneeded agents when demand ebbs, suffering through backlogs when your volume is higher than anticipated, long RFP-processes when it’s time to hire a new contact center, long contracts that don’t always meet your needs - the ...