11 Nov 2019

How applying Maslow’s Hierarchy improves contact center performance

More than half a century ago, Abraham Maslow proposed people can reach their full potential by addressing a hierarchy of five needs and motivations, in order: Physical and Health Safety and Security Love and Belonging Self-Esteem Self-Actualization At VXI, Maslow’s hierarchy is one of several organizational frameworks we share with leaders to help them better…

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11 Nov 2019

6 crucial considerations before investing in contact center AI

Everywhere you look, artificial intelligence (AI) is making headlines – and for good reason! One Gartner survey predicts that by 2021 15% of all customer service interactions will be addressed by AI. It’s changing the very nature of contact center work. But behind the glamour and optimism of AI’s bright future, contact center leaders are…

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11 Nov 2019

Why You Can’t Have Great CX without Great EX

When companies spend time ensuring their employees are engaged, the results speak for themselves. According to CX futurist Blake Morgan, companies with highly engaged employees outperform their competition by 147%. Further, 79% of employees at companies with above average CX are highly engaged in their jobs vs. 49% of employees with average or below average…

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11 Nov 2019

Your Source: Latest Industry News for November 8, 2019

Which are the biggest customer service mistakes? What’s driving executive skepticism around customer experience investments? Which startups are pushing customer service forward? With the goal of bringing you the latest information on customer experience, here’s VXI’s roundup of industry headlines. Customer Experience Basic Have Never Been so Important CEOs have to come to accept that…

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10 Oct 2019

What It Takes to Excel: VXI Recognized at Asia CEO Awards

VXI is proud to be a Circle of Excellence finalist for both “Service Excellence Company of the Year” and “Top Employer of the Year” at the 10th Annual Asia CEO Awards, the largest business awards event in Philippines and Southeast Asia. ​Judging criteria include an evaluation of innovation and effective leadership, as well as contribution to corporate social responsibility (CSR), human resources…

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10 Oct 2019

What Is the Best Way to Measure Customer Satisfaction?

It seems as if the business world is always ripe with new strategies, theories and tests to ensure growth, productivity and success. This is no different in the world of customer experience! There are plenty of tools, strategies and guides to gauge your customers’ level of satisfaction, and proactively make choices to ensure they remain…

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10 Oct 2019

Your Source: Latest Industry News for October 21, 2019

What’s the impact of automation and artificial intelligence on outsourcing activity? Which Philippine cities have the strongest BPO growth potential outside Metro Manila? How do you provide a consistent customer experience in an environment of mergers and acquisitions? From India to Jamaica, and just about everywhere in between, VXI brings you our latest roundup of…

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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  Voice of the customer. Sales Conversions. Average handling time. First-call resolution. 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…

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5 May 2019

Why impact sourcing matters for your business

Why impact sourcing matters for your business For a young woman in a remote village, where education opportunities are scarce, but employment opportunities are even scarcer – life is hard. Which is why when I’m presented with that frequently asked question, “What’s your proudest moment?” I’m happy to talk about a program known as Impact…

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4 Apr 2019

Four things that you need to succeed in China

Doing business in a new country is rarely a straightforward proposition. But consider, for example, the difficulties that two of the world’s largest companies – Apple and Amazon – have experienced in their forays into China. While Apple’s recent woes in China appear to be largely due to an inflexible product strategy, one of Amazon’s…

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