5 May 2019

VXI Philippines, wins Best Contact Center and BPO of the Year…Again!

Metrics that matter: employee retention How to meet your KPIs with the metric that matters the most Average handling time. First-call resolution. Voice of the customer. These are just some of the key performance indicators (KPIs) by which we measure the success of contact centers today. But if your contact center struggles with one critical…

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3 Mar 2019

Why partnerships fail – and why yours shouldn’t

You have probably lost count of the number of responses, proposals or presentations that proclaim some version of these all-too-familiar war cries: “We work in partnership with our providers” “We are looking for a business partner…” There is no question that a true partnership can unlock immense value. But in reality, “partnership” is one of…

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1 Jan 2019

How to deliver faster, more effective CX at a lower cost

Delivering a fast, effective, outcome-driven service experience, for the greatest possible margin, is the holy grail for organizations. But while the desire is there, the reality is vastly different. Look no further than Forrester prediction for customer experience (CX) initiatives in 2019: Stagnating CX quality will cause short, destructive price wars. Up to 20% of companies…

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12 Dec 2018

Going from omnichannel to channel-less CX

We’ve come a long way since Henry Ford (reportedly) declared, “Any customer can have a car painted any color that he wants so long as it is black.” Flash forward to PayPal CEO Dan Schulman asserting that in 20 years there will be no more credit cards: “Everyone will have a smartphone, enabling consumers to…

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11 Nov 2018

Ramp up your holiday season CX – for half the price

Chances are, when you’re reading this article, it’s peak season somewhere, for some industry. From the holiday rush in retail to open enrollment periods for health insurers or hot booking times in the travel business – the need to scale to accommodate seasonal spikes is a common feature for many of us in customer care….

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11 Nov 2018

How to get your organization wired for agile CX

This prediction is particularly salient today: “Companies that adopt new capabilities to be more agile, responsive and innovative will not only thrive but are also 3x more likely to achieve above-average revenue and profit growth.” Accenture, 2018 Of course, there’s a flip side to this story: Accenture also estimates that in the U.S. alone, the estimated…

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11 Nov 2018

Do your partners ‘get’ innovation? Ask these four questions

While innovation from within is crucial, I’d go even further to say you need to be pioneering innovation across your entire value chain. When it comes to your partners, there’s no question that delivering on your numbers is important – it’s what we do every day. But frankly, hitting your number is merely table stakes….

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10 Oct 2018

80% of Americans believe this is what makes a great CX

Competition in the customer experience space just keeps stepping up. There’s a reflexive tendency with some providers to protect their “lowest-cost provider” status. And that will always work – with a certain segment of customers.  But consider this:  A recent PwC report states that 73% of all people point to customer experience as an important factor in their purchasing decisions, just…

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