Blog
Welcome to our company blog, dedicated to exploring the world of Customer Experience and Trust and Safety issues and insights.
Scale and continuity in the #CoronaVirus pandemic
Work from home is a big topic these days … and rightfully so. In an effort to “flatten the curve” of coronavirus, many organizations have shifted a percentage of their employees -- the ones that can, essentially -- to work from home. It’s happening so much that major media outlets are now preparing “life kits” detailing how best to work from home. (Here is one guide to working [...]
High Tech Companies: Use These 3 Techniques to Help Customers in 2020
Solving customer problems is what any well-intentioned customer service team aims to do. But coming up with the right customer solutions and creative customer support is far easier said than done - especially in the high tech industry. While there are countless trends in customer service, here are the following three ways we recommend using to better reach - and satisfy - customers with pressing problems. [...]
Your Guide to Recruiting Great Staff alongside your Outsourcing Partner
The most important asset for any business is their employees As your company grows you will need to recruit and hire staff that’s aligned with your company goals and culture. Good staffing starts with the recruitment process and continues with an organized and thoughtful onboarding process. And the intentionality isn’t done after employees are onboarded. Rather, recruitment also encompasses areas like engagement and retention, learning and development, positive reinforcement, [...]
What are the most necessary elements you need in an outsourcing partner?
What we do now The de facto play on more effective user-generated content (UGC) moderation has been technology. The thinking is often: Get more tech to put towards these challenges. That helps, but it’s not the full picture. Remember: at its best, tech is a force multiplier. At worst, it can exacerbate existing blind spots in your process. Tech is necessary within UGC, but it typically cannot handle cultural [...]
How do BPOs help drive customer loyalty for your customers?
First: why is customer loyalty even important? Aren’t the end financials of a business the most important metric to consider? Of course, those are often paramount. But even going back to 2015, we had data -- based on the analysis of mergers and acquisitions in multiple industries -- that a company’s relationship to its customers had more financial value than even conventional elements of “branding,” i.e. the company’s logo. The common [...]
What Do Customers Really Think About Your Brand?
Branding is one of the most critical parts of developing your business and the public perception of your company. Effective branding gives you a competitive edge by differentiating your company and your products and services from your competition. Your brand lets people know who and what you are, and what you stand for, and determines what image people have when they hear the name of your company. Consumers are exposed to [...]
5 Secrets to Superb Customer Satisfaction
Meeting, and exceeding, customer expectations is one of the key performance indicators of successful businesses to ensure customers don’t leave you for a competitor. How to maintain superb customer service? Keeping customers is hands down more cost-effective than obtaining new ones. Therefore, it is important that you keep the customers you have, grow your referral network, and wow the customers to come. To maintain superb customer satisfaction, make sure [...]
A Fool-Proof Formula for Wowing Customers from the First Phone Call
When one of your main channels of communication with your customers is the phone, there’s a lot riding on your ability to meet their needs via a single conversation. Your customer service team is likely trained on the details of your company, products, and services, but they may not be as well-versed in some of the nuances that make great customer service so outstanding. Wowing your customers in 4 [...]
How APAC companies can evaluate scalable outsourcing options
BPOs and call center / content moderation outsourcing companies, such as ours, compete on a variety of factors. While we like to discuss them all (who doesn’t?), and we sometimes want to downplay the cost factor – because there’s much more to building client relationships than just the number on the invoice – the fact is, cost does matter when companies evaluate scalable outsourcing options. Cost matters to everything in business, [...]
Shortcut Your Way to Better Customer Acquisition & Retention
Have you ever wondered what it really takes to invite someone to become a customer - or stay a customer? There are myriad factors that may contribute to these actions, along with many theories. But perhaps the most accessible is the Fogg Behavior Model (FBM), created by BJ Fogg, founder of the Behavior Design Lab at Stanford University. If you understand the model he created based on research findings, [...]