Customer Experience

Article

Hiring the best in customer service

Hiring top customer service talent takes effort, a smart strategy and dedication. Discover four best practices for building a standout team.

Article

Outsourcing Partnerships

Why you should outsource your customer service

Customer service outsourcing has come a very long way since its advent a few decades ago. If you haven’t recently considered outsourcing your brand’s customer care, here are three reasons why it should be top of mind.

Article

Outsourcing Partnerships

From vendor to trusted partner: The importance of shared values

Trusted partnerships benefit everyone by fostering, collaboration, and enabling companies to offer services and solutions that help their customers live better lives. Discover how when core values are shared, partnerships can thrive over the short and long-term for sustainable success.

Case Study

AI-Powered CX

Reducing response time and costs with an internal conversational bot

See how a conversational bot enabled TELUS Digital's team members and HR help desk agents to experience significant time and cost savings.

Article

CX Best Practices

Do loyalty programs really drive customer loyalty?

From travel, to groceries, to oil changes, there’s a loyalty program for just about everything these days. But, do these programs actually accomplish what their namesake suggests: drive repeat business and secure customer loyalty?

Article

CX Best Practices

Speaking your language in customer service

Multilingual customer care is key to staying competitive in a global marketplace, but it hasn’t always been easy to deliver. Learn how technology like AI and machine learning can give you an edge.

Article

CX Best Practices

What is customer service vs. customer experience?

People throw the terms “customer service” and “customer experience” around a lot these days, but do you know the key difference? Learn how they differ — and how each impact your business.

Article

Generational Support Travel & Hospitality

How Generation Z is changing, and challenging, the future of travel

Learn how to optimize your travel and hospitality brand’s customer experience to appeal to Generation Z.

Video

Outsourcing LocationssiteTour

Virtual site tour: Central America

Explore our numerous sites throughout El Salvador and Guatemala focused on operational excellence and customer satisfaction.

Article

CX Best Practices

It's a trap! Don't fall for these five customer service cost-cutting pitfalls

Cost-cutting can be a short-sighted way of dealing with long-term problems. When you’re in the business of delighting customers, make sure you’re not falling into traps that can damage your overall customer experience. Here are five key tripwires to watch out for.

Article

CX Trends Healthcare

The retail spillover in healthcare

How is shopping for healthcare becoming more like shopping for a new TV? Discover three noticeable ways in which the retail experience is spilling over into healthcare and how the market is responding.

Article

CX Best Practices

Survey says: How to avoid customer feedback fatigue

Feedback is critical for improving the customer experience but long surveys, or surveys sent too often, can prevent consumers from engaging with your brand. Follow these tips to streamline the process and get better results.