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 Read more>>>

This article was written by Paul Joustra, Head of Transformation at Teleperformance. The more satisfied a customer is, the higher the chances they will make another purchase. And very satisfied customers often become advocates. But since the beginning of the pandemic, a significant change in customer behavior has taken place worldwide. Customers Read more>>>

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 Read more>>>

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 Read more>>>

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 Read more>>>

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 Read more>>>

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 Read more>>>

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 Read more>>>

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 Read more>>>

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 Read more>>>