OP360 is a US-headquartered BPO providing nearshore and offshore support to ambitious companies.
Customer-focused brands often have more high-value and longer-lasting relationships with their customers. To build an organization that’s focused on the customer, customer experience (CX) managers should leverage the existing strengths of their agents, encourage agents’ continued professional...
Like any workplace, support centers lose employees every now and then, whether they find another job or move up in the company. Unfortunately, customer service attrition goes beyond those reasons — a report from Cresta Insights shows that contact center attrition is 1.3x the national...
When it comes to member support and customer care, healthcare is different. These interactions are rarely just transactional—a person’s well-being and life can be at stake. Healthcare organizations must transform the experience and effectiveness of healthcare support into true healthcare...
Today’s companies are constantly flooded with loads of valuable data, and proper analysis of such data is essential for better strategic decision-making and process improvements. Real-time analytics and elevated CX directly impacts higher brand preference, revenue and cost improvements, and...
The COVID-19 pandemic has sent thousands of employees home this year, and while many are eager to return to their actual workplaces, others are fully embracing t he remote job lifestyle. To ensure success, companies must hire the right applicants—those who understand the work-at-home culture...
People and Culture Posted October 27, 2020 Nearly one-third of all new hires quit their jobs within the first six months - a staggering statistic that costs companies millions of dollars. That makes new-hire training and orientation programs a key investment area...
When I use the phrase “corporate training” what is the first emotion that crosses your mind? Likely, the emotional equivalent of an eye roll. Too often, corporate training is designed to produce compliance, not creativity. Instead of inspiring employees toward a meaningful change, we are...
Gladly is the only customer service platform built around people, not tickets. With everything built-in – voice, email, SMS, chat, social messaging, self-service – Gladly makes service your business.
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