CXperts Blog

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For the past two decades, I have worked for one of the giants of the customer service industry. Today I’m at Nearsol and enjoying my new role as the Chief Revenue Officer. Taking on a new challenge is always exciting, but with 2020 being such an unusual year, it’s even more exciting than I could have expected. One of the main reasons I joined Nearsol was precisely because they are not one of the global customer experience (CX) giants. I have seen many colleagues change roles and find that they may have a new business card but many of the same problems. The time spent at a large BPO was extremely valuable, and I’m grateful for it, but I do think there ...
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When you search Google for most products (or anything really) and then click on the VIDEOS section of the search results, the most common videos will be from YouTube. It’s the most popular video service globally and it’s owned by Google, so it’s no surprise that it is tightly integrated. Try it yourself. Search for ‘Bob Dylan’, and there he is performing in 1965 . Search for ‘Lego’ and you will see the trailer for the Lego movie followed by some information from toy stores about Lego products. What about if you search for your own products though? What information is returned? This is becoming an important first step to consider when planning an integrated ...
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When Nearsol launched in 2006, we were focused primarily on building out excellent contact centers for the BPO industry for companies wanting to expand into Latin America. We haven’t forgotten those roots, and we believe that this has given us a real advantage over the years in understanding this process better than other firms who have been focused exclusively on their own needs at any given time. We’ve had the benefit of building out sixteen contact centers for other BPO clients in addition to building out sites to support the needs of CXperts , Nearsol’s full service BPO subsidiary. Our extensive experience in site selection and build-out ...
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One of the most important ingredients in the creation of a great customer experience (CX) is the employee experience – how does your team feel and behave when they are at work? Do you have a truly engaged team full of people energized by the process of helping customers or are they all watching the clock and counting off the minutes until the end of their shift? If it’s the latter, then just imagine how they sound to the customer on a call or chat. We have all experienced the agent that just wants to finish the call, even if they have not resolved your problem. How do you avoid this? This is all connected to your corporate culture. What are the values of ...
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It’s always interesting to look at the various areas that people focus on when determining how to improve the performance of their contact center. The usual suspects always seem to be some combination of: 1) technology improvements to make things more efficient and customer-friendly (Bots, AI, intelligent IVRs), 2) location and solution alignment (should we be offshore, nearshore, or domestic, and should we be in-site or virtual), and 3) process or solution components (how do we eliminate waste, re-work, or processes which gum up the system?). All of these areas are critically important and should be constantly monitored and improved upon. Yet, in most cases, ...
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What happens now? After the dramatic changes we have seen throughout 2020, how do we know if we’re well prepared for the rest of 2021? If you take a look at the Gartner strategic predictions for 2021, there are dramatic challenges coming soon. These include neurotrophic computing, DNA storage, and a dramatic wave of automation, but how does this impact the customer service industry? To start with, we of course need to take a step back and consider the challenges of 2020 and the Covid-19 pandemic. Most contact center operators had business continuity plans for other potential events – earthquakes, power outages, etc. – so the immediate priority is to now include ...
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The difference between cost and value is a debate that has been argued over for many years in the contact center industry. Is it better to get a better customer experience, or save money and have more to spend elsewhere? Why choose? Who says that low cost equals bad experience? There are some companies, like Lego, that appear to spend endlessly on their customer service processes because they believe the customer advocacy that amazing service creates is worth the investment. That’s a great model if your company can afford it, but that’s not a reality for most customer engagement executives. They need to constantly justify the Return On Investment (ROI) and ...
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Now that vaccines are becoming available, businesses around the world are going all out to exceed pre-pandemic norms. Everyone is looking to go beyond recovery and emerge from the past year to be bigger and better than ever. We’ve also seen this extend to contact centers. Many CX Leaders are aiming for loftier goals – now more than ever. And you know what? IT MAKES SENSE! It makes sense to aim higher and outperform beyond what’s become (pandemic-era) acceptable as the new (pandemic-era) benchmarks for normal (pandemic-era) experiences. It makes sense to seek improvements in ALL directions – you want core expansion, a wider geographic reach (up and down ...