What Your CX Outsourcing Partner Should Tell You, But Won’t, and Why

Are you seeking fresh perspectives and alternative approaches to customer experience? We believe that traditional BPO partners may not be entirely focused on the total customer experience, which should encompass far more than the common performance indicators of CSAT, AHT, FCR, and NPS. It’s time to think like a business process innovator and view your contact centre with a digital-first customer experience lens.

Save a Consultant, Learn Customer Journey Mapping

Published: January 3, 2023

Releasing valuable consulting secrets in this video, this is customer journey mapping (CJM) explained. Consultants can fetch 400-600K USD for completing activities that any leader in a Customer Experience organization can execute by engaging their frontline teams and getting closer to the customer. This video simplifies CJM to fundamentals of understanding where customer intent does not match execution within an organization. It is simply process analytics to understand root cause issues and determine appropriate solutions to those issues. Save the money and unleash the potential of your own teams.

Getting Rid of Contact Center Heart Burn

Published: January 1, 2023

Most contact centers today are measured on how good they are at providing quick and effective solutions to customer concerns. This is important, but from a customer perspective, would it not be better if the customers did not have any issue requiring support in the first place? Instead of treating the symptom of customer friction, we think we should focus on the root cause and solve this “heart burn.” Watch this video to learn about this different lens into the customer experience.

Attack Failure Demand with Heart

Published: December 27, 2022

Attacking and eliminating friction in your customer experience operations is not as complicated when you engage the heart of your business, the frontline service teams. 

Removing the Mango Jam from Customer Experience

Published: December 22, 2022

There is excess jam in the traditional customer experience in contact centers costing businesses and customers time and money. Learn about what this jam is and how to disrupt conventional thinking to create a more optimal experience.