Anexa BPO

2022 and the Recipe for CX Success

Anexa

It’s never been more important to map out an action plan for 2022 CX goals. If you can understand your customers and improve on the overall experience you deliver, you are on your way to bridging the gap between customer experience and brand promise.

The Future is Here – and Healthcare Is at the Forefront of the Shift

Anexa

The healthcare industry in the US is facing a transformation. It’s estimated that up to $265 billion worth of care services for Medicare fee-for-service and Medicare Advantage recipients will shift from traditional facilities to a home setting by 2025 – and without compromising quality or access.

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Cash Is Not Dead – Yet

Anexa

Digital behaviors were transformed and redefined as a result of the two-year pandemic. While every sector experienced its own challenges and changes, few were impacted as deeply as the banking industry.

The New Player in Town – eB2B Platforms

Anexa

Done correctly, eB2B (Business-to-Business E-Commerce) platforms can potentially improve the experience and economics of most value chain players.

How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

It’s True: CX Can Make or Break a Brand

Anexa

As customer demands and economic trends change constantly, “CX agility” has become the gold standard for businesses today. Exactly what is it? CX agility is the ability of a company to adapt its processes quickly in response to rapidly changing customer needs and market conditions.

The Best CX Is Derived From the Best Sales Leadership

Anexa

While a lot is being said about customer experience in 2022, and how it is the single most compelling dynamic in driving success, what would it look like if we pulled back the CX curtain and took a deeper dive into the elements that go into building a powerful platform that supports exceptional customer experience?

Even In A Digital World, We Are Still Human

Anexa

Today’s customer care requires businesses to manage more data than ever before. With customers engaging with their brands of choice via SMS, website, chats and social media, the transactions and interactions have become robust and countless.

Even Government Agencies Need to Focus on CX

Anexa

One thing we don’t hear about very often is the impact of the pandemic on government agency functions – particularly as it pertains to customer service. And make no mistake – our government agencies do operate as a business (at least in theory).

Anexa BPO Wins Three Silver And One Bronze Stevie® Awards In 2022 International Business Awards®

Anexa

Winners to Be Celebrated During Event in London on 15 October.

5 Elements for Building a World-Class Agent Coaching Program

Speaker: Francoise Tourniaire - Founder of FT Works and Omid Razavi - Chief Advocacy Officer at SupportLogic

In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue, resulting in reduced agent burnout and increased employee satisfaction and retention.

CX Agent Burnout – How to Deal

Anexa

True or False? Nearly three-quarters of businesses recognize a direct link between customer service and business performance – TRUE. True or False?

Support Agents Make the Difference in Great Customer Experience

Anexa

According to statistics, over 60% of customers will jump ship after only one bad experience. But make up for it with excellent customer service, and 74% are willing to forgive and forget.

CX – The Best of the Best and the Worst of the Worst

Anexa

The best customer service is circular: better service means improved business outcomes. Great CX results in happy, loyal customers and THAT generates profits. So if we’re talking about CX champions, exactly what are we talking about?

The Future of Health Care

Anexa

The world events of 2020-2021 have essentially changed the core of everything that we do – from what and how people make purchases, to where and how they work, and the nature of their interactions with each other.

Top Industry Secrets for Successful Contact Center Scripting

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.

The Dark Side of CX – Data Harvesting is Rampant

Anexa

CX is a buzzword and business term that we have all become familiar with. It is the driving principle behind successful commerce – a remarkable customer experience is critical to the sustained growth of any business.

Are You in The Dark or Capturing Customer Feedback?

Anexa

While much is being said about CX and how it’s the single most important element of consumerism in 2022, much less is being offered about the where’s and how’s of CX strategy.

COVID-19 and The Future of the Event Industry

Anexa

Until the pandemic, the event industry has long been seen as providing opportunities to re-invigorate economic growth and optimize local assets.

‘Voice of the Employee’ Initiatives Create a Virtuous Cycle

Anexa

If there was ever a good time for customer experience and employee experience processes to work in tandem, it’s now.

Winning Solutions to Keep Contact Center Agents Engaged

Speaker: Adam Saad - Founder & CEO, Tech Stack Advising

In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.

Customer Service 2022: Service is Saviour

Anexa

A two-year pandemic fundamentally changed the way the world does business. At the end of the day, businesses are made of people, and many people are on the brink. They are exhausted and emotionally bankrupt – and that can easily affect how they feel they’re being treated as customers.

Customer Experience Continues to Transform Business Processes

Anexa

Obviously, CX is here to stay, and its connection with digital platforms and processes is everywhere. Buzz words like omnichannel, self-service and personalization have been shaping customer-centric business strategies for a decade.

The Call Center – The Beating Heart of Customer Service

Anexa

With customer experience being one of the most highly profiled and critical strategies in a post-pandemic business world, much attention is being given to the where, why and how of improving it. And when we consider that customer service is the beating heart of CX, it begs a closer look.

Has the Remote Paradigm Alienated Your Customers?

Anexa

How has the remote/hybrid work model affected customer service? This phenomenon – which gained traction because of the pandemic – is clearly here to stay in many cases. But customer expectations have not changed – in fact, they have accelerated.

How to Inspire and Empower Contact Center Agents Through Collaborative Coaching

Speaker: Kate Nasser, The People Skills Coach™

Collaborative coaching truly guides agents to connect authentically to customers better each time. Join Kate Nasser, The People Skills Coach™ & Author of Leading Morale to understand how call center agents get the most out of collaborative coaching.

Selling Solutions is an Art

Anexa

Solution selling has become critical as markets evolve, and an important factor for success will be a highly trained, exceptionally skilled “selling solutions” sales team.

The Heart of the Customer Relationship

Anexa

If we consider what customer service looked like at the onset of the pandemic – with most businesses seemingly taking the phone off the hook – it’s amazing to realize how it has evolved, and how vital it has become.

Florida Runs on Telemarketing Companies

Anexa BPO

It seems that many businesses have turned to digital marketing for their sales strategies. However, the power of telemarketing can’t be overlooked. It is still an effective channel to access potential customers and promote products and services.

Outsourcing Companies Specialize in Customer Service

Anexa BPO

Many businesses are faced with the challenge of low budgets that do not allow for adequate customer service to support growth. However, this is not an area where any business should be cutting costs.

Sustaining Employee Engagement in the Contact Center

Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC

Join Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC, for best practices and leadership strategies to fortify an economy of compassion and genuine empathy in the contact center.

Nothing Beats the Human Voice When It Comes To CX

Anexa

In a digital world – and especially in a pandemic-affected world – the human voice resonates more than ever, especially when considering how it affects a high-quality customer experience.

Getting Closer to The Customer

Anexa

The reports are in, and B2B trends for 2022 are all about a laser-like focus on the customer and improving CX. Furthermore, these B2B companies must prioritize supporting a digitally-framed CX that will allow them to meet demand, minimize disruption and create opportunities for growth.

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The Next Normal: The Only Constant is Change Itself

Anexa

A two-year global pandemic flattened many economies and had the unexpected effect of transforming others. It raised many questions, like can productivity and efficiency be an integral part of the work-from-home model, and how can advanced technologies support seamless operations?

Material Requirements Planning (MRP) – The Advantages

Anexa

Something that likely doesn’t get enough attention in the business ecosystem is Material Requirements Planning (MRP). What exactly does MRP refer to?

CCO + CMO: The Unstoppable Duo of Business Growth

Speaker: Rachel Orston, CCO of SmartRecruiters & Latane Conant, CMO of 6Sense

Join Higher Logic and two leading executives, Latane Conant, CMO at 6Sense, and Rachel Orston, CCO at SmartRecruiters, to get a firsthand look at how marketing and customer success teams can effectively partner to enhance CX and drive growth.

Your Customer, Your Everything

Anexa

By now, customer experience (CX) has moved to the top of every corporate agenda as the most pressing and critically important component of the customer journey.

Long-Term Business Success is Defined By Customer Retention

Anexa

Was there ever any doubt about the business value of customer experience? It has become the defining moment of 2022 commerce and is gaining traction as we speak. Here’s why. It is 5-25 times more expensive to acquire a new customer than it is to retain an existing one.

Consumer Packaged Goods (CPG): Cracking the Code

Anexa

Digital processes are transforming the global business community, and nowhere does this have more impact than among CPG leaders.

Digital Healthcare in Lower-and Middle-Income Countries (LMICs) – The Takeaway

Anexa

There simply is no sector that has been unaffected by the global pandemic of the past two years. And while COVID-19 highlighted – and exacerbated – the gaps in many of the world’s economic systems, none were more evident than those existing in healthcare in lower-and middle-income countries (LMICs).

Customer Service De-Escalation Techniques

Nobelbiz Guide: Customer Service De-Escalation Techniques