Blog
Welcome to our company blog, dedicated to exploring the world of Customer Experience and Trust and Safety issues and insights.
CSAT and NPS: We’ve Used these Tools to Drive Customer Loyalty, and Can Do the Same For You
No matter what type of business you’re in, there’s no doubt that measuring your customers’ satisfaction is a key to improving and keeping those customers. But it can be hard to know where to start with data collection and analysis, so many companies don’t start trying until it has become overtly evident there is a customer satisfaction issue. Many of our customers have been in this boat, and we’ve [...]
Consistency between your Brick and Mortar Store and E-Commerce Channels
If you’re the CEO of a quickly scaling company in the Asia-Pacific (APAC) region, you probably know quite a few secrets to business success. But if you’ve reached a point where it makes sense to set your sights on other countries, and consider a global strategy as your next growth strategy, where do you start? Let’s cover a few of the key takeaways. Not all markets are created [...]
Resolving Customer Complatins: How to Do It? Examples
Luxurious hotels. Sunny, lush grounds. Five-star restaurants with highly acclaimed chefs. So often, this is what comes to mind when someone thinks of the hospitality industry. And a lot of the time, these idyllic scenes are part of any tourism-related business owner’s day. But, there can also be a darker side within the hospitality industry that insiders know all too well… customer complaints. In any business, complaints are never [...]
The Surprising Impact of Agility on Your Customer Service
When you think “great customer service,” you probably don’t immediately think of the word “agility.” It might seem like friendly agents and the ability to quickly resolve problems would be the top criteria instead. But if you’re looking for methods to improve customer service, you might want to revisit the idea of agility. As it turns out, it means quite a bit more than just responsive customer service - [...]
The 3 Areas Expected to See Even More Outsourcing in 2018
Outsourcing continued to grow in 2017, and is expected to do the same in 2018. And while nearly any type of business within any industry can benefit from offloading some of their services to a qualified BPO partner, there are a handful of industries that have proven to use outsourcing the most to expedite business growth. Here’s an overview of the top markets that relied on outsourcing in 2017, [...]
Bringing education to the next level
The team at Conectys are pleased to announce a new partnership, with one of the UK’s largest specialists in technology-assisted learning. The collaboration targets end-user support for a language development multiplatform app that will offer a rich and immersive alternative to current teaching methods. The subscription-based product is endorsed by one of the most prestigious higher education publishers in the world, as well as by an international leader of [...]
Complexity in the US spells success in the Philippines
The US medical diagnosis coding system is changing. That, in itself, might not be much news to the rest of the world. But for the outsourcing industry in the Philippines, it is a sign that business will soon be booming. The nation has already outranked India as the most popular outsourcing location for BPO services, and call centre services in particular. By 2016, it is expected to reach 1.3 [...]
Automation beyond the Hype
We launched ConectysOS 2.0, a major redesign of our proprietary, private cloud-hosted Customer Engagement and Analytics automation platform, and have implemented it with all of Conectys' global clients. There are several key takeaways from this journey and we will share them with you below, going more in depth with real-world examples of what the impact of automation was on our client’s bottom line. 1. Real-time [...]
Taipei – The Outsourcing Gateway to China
This January has been auspicious for our company and, consequently, for our clients and teams. We would like to take the chance to extend a warm welcome to our newest centre in Taipei. Like many other BPOs, we are constantly researching new ways to work faster and smarter. That includes, of course, looking at new locations that offer the types of advantages which enable outsourcing companies like ours to offer [...]
3 Trends that Will Improve BPO Relationships this Year
BPOs are no different when it comes to planning and optimizing their outsourcing solutions to better suit client needs and end-customer expectations. How to improve quality in BPO? As we began 2016, businesses are in the last stages of setting up their annual strategies, fine-tuning with a mind to improve their service offering and customer-facing operations. The tight race for ground-breaking projects and skilled resources will see the following [...]