Anexa BPO

MARCH 20, 2023

In today’s digital age, customer service continues to shape the emerging business model and define success – particularly for B2B organizations, (and for good reason). While successfully meeting the needs of individual customers (B2C) can be an art form unto itself, servicing B2B customers tends to raise the stakes. This type of service is inherently more complicated to execute, as it involves groups of people and teams that operate out of various departments.

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Customer Service B2B B2C outsourcing 52

Anexa BPO

MARCH 4, 2023

Here’s a startling but important business statistic: surveys show that decreasing customer churn by a mere 2 % is equivalent to cost-cutting by 10%. Recovery from the global pandemic had business leaders guessing – would we be facing a recession, or would commerce bounce back? As it turns out, a little bit of both – and it tends to vary by sector – but ultimately, many organizations are challenging their teams to trim the fat.

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Marketing outsourcing Customer Service Customer centricity 52

Anexa BPO

MARCH 7, 2023

In late 2022, ChatGPT was launched to great fanfare and hype. Today we’re going to examine exactly which types of applications can benefit most from the involvement of this platform. ChatGPT is an artificial intelligence chatbot – a natural language processing tool driven by AI technology that allows you to have human-like conversations. This advanced tool can assist with tasks like composing emails, essays, and code.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Chatbots Customer Service 52

Anexa BPO

FEBRUARY 2, 2023

In the world of retail, the customer experience is everything. With so many options available to consumers, providing an exceptional experience can differentiate retailers and set successful brands apart from sub-standard. Providing an omnichannel approach is one of the most important factors in creating a great customer experience. This means delivering a seamless experience across multiple channels, from in-store to online to mobile.

Customer centricity 52

Customer centricity Customer Experience Chatbots outsourcing 52

Anexa BPO

FEBRUARY 23, 2023

Customer success agents pick up where sales agents leave off and have the single most influence on the customer journey. They are communicators, listeners, problem solvers, and educators, and ultimately take responsibility for – that’s right – ‘customer success’. This customer-centric approach focuses on delivering value and ensuring the long-term satisfaction of customers.

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Bilingual agents Customer centricity Metrics Customer Service 52

Anexa BPO

FEBRUARY 11, 2023

In today’s fast-paced business environment, contact centers are a crucial component of any organization’s customer engagement strategy. However, according to a recent study by Forrester, many contact centers are not fully realizing their potential to drive revenue and improve customer satisfaction. The study found that contact centers are leaving money on the table by not leveraging their resources effectively.

Customer Service 52

Customer Service Contact Center Scripts outsourcing 52

Anexa BPO

FEBRUARY 14, 2023

In today’s highly competitive business environment, companies that prioritize customer experience (CX) have a significant advantage over those that don’t. The happier and more satisfied your customers are, the more likely they are to stay loyal to your brand and refer others to your business. That’s why understanding your customers’ sentiment is so crucial.

Customer Experience 52

Customer Experience Customer Service Feedback outsourcing 52

Anexa BPO

FEBRUARY 17, 2023

In today’s competitive business world, customer experience (CX) has become a critical component of any successful business strategy. In the B2B space, CX is just as important as it is in the B2C space, and failure to provide a positive CX can result in lost business, negative word-of-mouth, and a damaged reputation. A recent article titled “Five Steps to Avoiding B2B CX Failure in 2023” offers valuable insights into how B2B companies can improve their CX in the coming years.

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B2B Bilingual agents Outbound sales Customer centricity 52

Anexa BPO

FEBRUARY 19, 2023

Sales and customer success are two crucial components of any business, and both play a significant role in driving the growth of the organization. However, they have different objectives, processes, and goals, and it is important to understand the differences between them to leverage their strengths and improve the overall performance of the business.

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Sales Customer centricity Business Process Outsourcing Metrics 52

Anexa BPO

MARCH 7, 2023

[CDMX, MÉXICO] – March 6, 2023 – Anexa has been presented with a golden, silver and bronze Stevie® Award in the Customer Service Team of the Year – Recovery Situation – Business Services Industries; Contact Center of the Year (Over 100 Seats) – Business Services Industries; Customer Service Team of the Year – Recovery Situation – All Other Industries; Contact Center of the Year (Over 100 Seats) – All Other Industries; Best Use of Thought Leadership in Customer

Customer Service 52

Customer Service Contact Center Sales outsourcing 52

Anexa BPO

JANUARY 15, 2023

Let’s face it: cutting-edge personalization initiatives are front and center in today’s business world. Across all sectors, these types of practices are responsible for significant revenue increases – anywhere from 6% to 10%, with an increase in net incremental revenue of anywhere from 40% to 100%. But there’s another phenomenon to factor into this revolutionary concept: ChatGPT, or Generative Pre-Trained Transformer.

Customer Service 52

Customer Service outsourcing Customer centricity Construction 52

Anexa BPO

JANUARY 17, 2023

As online shopping continues to grow, retailers are looking for new ways to monetize their digital real estate. One approach that has gained momentum in recent years is retail media, which refers to the use of digital advertising within a retailer’s own online properties, such as their website or mobile app. Retail media offers several benefits to both retailers and brands.

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Real estate outsourcing Advertising Customer centricity 52

Anexa BPO

JANUARY 21, 2023

The importance of human capital in today’s business landscape cannot be overstated. With the rapid pace of change in technology and globalization, companies need to rely on their employees’ skills, knowledge, and experience to remain competitive. Strong human capital can provide a company with a unique advantage by driving innovation and delivering customer value.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Consulting Consulting 52

Anexa BPO

JANUARY 24, 2023

Businesses always face the possibility of experiencing a crisis that could significantly impact their operations and reputation. Crises could range from natural disasters and cyber-attacks to financial scandals and public relations mishaps. Therefore, it’s essential to have a crisis management plan in place to minimize the negative impact of any crisis.

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Management outsourcing Best practices Transportation 52

Anexa BPO

JANUARY 27, 2023

As businesses continue to focus on delivering exceptional customer service, it has become more important than ever to keep track of key metrics to evaluate the effectiveness of customer service teams. Metrics allow businesses to assess their team’s performance, identify areas for improvement, and make data-driven decisions. In this blog, we will discuss some of the essential customer service team stats that businesses should monitor to ensure their service is meeting customer expectations.

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Average Handle Time Customer retention Customer Service Metrics 52

Anexa BPO

JANUARY 30, 2023

The global economy has experienced a number of recessions throughout history, and businesses of all sizes have been forced to adapt to survive during these tough times. In recent years, we have seen how technological advancements have transformed the way businesses operate, and the use of technology has proven to be an effective way to navigate through economic challenges.

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Technology outsourcing Customer centricity Chatbots 52

Anexa BPO

FEBRUARY 6, 2023

17th annual awards will be presented on March 3 in Las Vegas [MEXICO CITY, MEXICO] – January 25, 2023 – Anexa BPO was named a Finalist today in the Customer Service Team of the Year – Recovery Situation; Contact Center of the Year (Over 100 Seats); Best Use of Thought Leadership in Customer Service; Contact Center of the Year (Over 100 Seats); Customer Service Team of the Year – Recovery Situation, categories in the 17th annual Stevie® Awards for Sales & Customer Service, and wil

Customer Service 40

Customer Service Sales Contact Center outsourcing 40

Anexa BPO

DECEMBER 15, 2022

Employee experience refers to the overall feelings and perceptions that an employee has about their job and their organization. It encompasses everything from the physical working environment and the technology they use, to the culture, values, and leadership of the company. Creating a positive employee experience is essential for the growth and success of any business.

Customer centricity 52

Customer centricity outsourcing Customer Service Technology 52

Anexa BPO

DECEMBER 16, 2022

Customer experience (CX) has long been a crucial aspect of business strategy, as companies strive to provide their customers with a positive, seamless, and memorable experience. However, as the business landscape becomes increasingly complex and competitive, many companies are shifting their focus from CX to Business of Experience (BX). BX represents a holistic approach to understanding and enhancing the full spectrum of interactions that a business has with its customers, employees, and other s

Customer centricity 52

Customer centricity Customer Experience outsourcing Customer Service 52

Anexa BPO

DECEMBER 20, 2022

As the business landscape becomes increasingly complex and competitive, companies are starting to realize that traditional customer experience (CX) strategies are no longer sufficient for driving business success. This has led to a shift towards a more holistic approach known as Business of Experience (BX). While CX focuses on the interactions customers have with a company, including the product or service itself and various touchpoints like websites and customer service, BX takes a broader view

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Customer Experience Customer centricity Customer Service outsourcing 40

Anexa BPO

DECEMBER 28, 2022

As businesses continue to grapple with the challenges of the digital age, the importance of Business of Experience (BX) will only continue to grow. Here are a few key reasons why BX is the future of business: The rise of e-commerce and digital touchpoints has increased the importance of CX. With the proliferation of online shopping and the availability of endless options, customers have become more discerning and have higher expectations for the overall shopping experience.

Customer Experience 40

Customer Experience outsourcing Customer centricity Chatbots 40

Anexa BPO

DECEMBER 3, 2022

As the world becomes increasingly digital, the way that businesses interact with their customers is also changing. This year’s EXPO RC event, held in Madrid, focused on the theme of “Innovation and Digital Transformation,” and brought together industry experts and professionals to discuss the latest trends and best practices in customer service.

Customer Service 40

Customer Service outsourcing Best practices Chatbots 40

Anexa BPO

DECEMBER 9, 2022

High performance work systems (HPWSs) are management approaches that aim to optimize organizational performance by aligning business strategy, people management, and processes. The goal is to create a work environment that fosters high levels of employee motivation, engagement, and commitment, leading to improved organizational performance and competitiveness.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Customer centricity Feedback 52

Anexa BPO

NOVEMBER 13, 2022

As the world continues to navigate the challenges brought on by the COVID-19 pandemic, it is clear that the way we think about work has undergone a significant shift. A recent study conducted by Microsoft and published in Latin America highlights some key trends that have emerged in response to the pandemic. One major trend is that employees are prioritizing their health and well-being above work.

Customer Service 52

Customer Service outsourcing Surveys Customer Experience 52

Anexa BPO

NOVEMBER 17, 2022

The COVID-19 pandemic has brought about significant changes to the way we work, including the widespread adoption of hybrid work models. While these models offer some benefits, such as increased flexibility and the ability to work from anywhere, they also come with their own set of challenges. One major challenge is the impact on employee health and well-being.

outsourcing 52

outsourcing Customer centricity Personalization Marketing 52

Anexa BPO

NOVEMBER 23, 2022

The COVID-19 pandemic has forced many organizations to pivot to hybrid work models, combining in-person and remote work. While these models offer some benefits, they also present a number of challenges for leaders. In this blog, we will explore some of the key challenges and opportunities of hybrid work for leaders and discuss strategies for managing them effectively.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Customer centricity Customer Experience 52

Anexa BPO

NOVEMBER 29, 2022

The importance of employee experience in retaining talent cannot be overstated. According to a global research study conducted by Globoforce’s WorkHuman Research Institute and IBM’s Smarter Workforce, employees who have a positive experience at work are more likely to perform better and less likely to leave their jobs. In fact, analysis from the study shows that employees with less positive experiences are more than twice as likely to want to leave their jobs compared to those with m

outsourcing 52

outsourcing Customer Service Coaching Customer Experience 52

Anexa BPO

NOVEMBER 6, 2022

It’s hard to believe that it’s been 25 years since the first EXPO RC event was held. For those who aren’t familiar, EXPO RC is an annual trade show that focuses on customer relations and customer service. It’s a place for businesses to showcase their products and services, network with industry professionals, and learn about the latest trends and best practices in the field.

Business Process Outsourcing 52

Business Process Outsourcing contact center solutions Chatbots Customer Service 52

Anexa BPO

NOVEMBER 3, 2022

As the COVID-19 pandemic continues to devastate economies around the world, many businesses are struggling to stay afloat. In the United States, one of the most iconic fast-food chains, McDonald’s, has recently come under fire for its struggle to find enough employees to keep its doors open. In a recent statement, the company explained that it is having difficulty finding employees because many people no longer want to work in the fast-food industry.

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outsourcing Customer centricity Customer Experience Technology 52

Anexa BPO

OCTOBER 7, 2022

Across all sectors, personalization initiatives are being directly linked to revenue increases. In fact, over the past five years, the companies that subscribe to this business model have seen increases in revenues of 6% to 10%, along with an increase in net incremental revenue of anywhere from 40% to 100%. In every industry including home improvement (Home Depot), banking (JPMorgan Chase), the restaurant industry (Starbucks) and apparel (Nike), companies have made public announcements stating t

Marketing 52

Marketing Customer Experience outsourcing Customer centricity 52

Anexa BPO

OCTOBER 11, 2022

As with most other business models, B2B companies were hit hard by the pandemic and were forced to pivot to a remote model while sales reps were confined to their home offices. It turns out, however, that this was far from a temporary patch. Recent research shows that two-thirds of US buyers now opt for non-face-to-face interactions or digital self-service at various stages of the decision journey.

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B2B Multichannel Business Process Outsourcing outsourcing 52

Anexa BPO

OCTOBER 14, 2022

There is an emerging – and important – trend on the horizon. Retail media networks are showing up as the future of retail. What is a retail media network? It’s a component of a retailer’s website or app that gives outside advertisers access to its first-party customer data and channels. This allows brands to reach in-market consumers when they are in a purchasing mood.

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outsourcing Advertising Self service APIs 52

Anexa BPO

OCTOBER 16, 2022

There can be many powerful takeaways to be found in the financial institution business model. Managing financial risk is one of the cornerstones of successful financial organizations – these include credit risk, market risk, along with funding and liquidity risk. The school of thought around these fundamental approaches is that risks can be quantified and used as equity-capital buffers that are held by banks to offset potential losses.

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Telecommunications outsourcing Banking Finance 52

Anexa BPO

OCTOBER 22, 2022

In today’s ever-evolving business world, much attention is being placed on customer experience – CX. And while this principle remains a driving force for organizations that want to stay ahead of the customer curve, another equally important part of this equation is customer loyalty. Once you have acquired this critically important audience, how do you keep them?

outsourcing 52

outsourcing Chatbots Customer Experience Technology 52

Anexa BPO

OCTOBER 25, 2022

We hear it time and again…delivering next-level customer experience is everything. Today’s consumers have extremely high expectations and a plethora of choices. The digital marketplace has thrown the door open to purchasing options, and “shopping around” is as simple as a keystroke. It’s also true that one of the most intrinsic elements of great customer experience is providing exceptional service.

Feedback 52

Feedback Customer Service outsourcing Customer Experience 52

Anexa BPO

SEPTEMBER 4, 2022

Technology is at the heart of being able to provide a next-level customer experience. And while your CX is only as good as the humans that deliver it, their ability to do so is contingent on the efficacy of your tech stack. CX technology has advanced at staggering speed – many organizations struggle to keep up, others are mastering the use of journey analytics and orchestration, customer health dashboards, chatbots, social media scraping, marketing automation, sentiment analysis and more.

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Technology Journey mapping Customer Experience Chatbots 52

Anexa BPO

SEPTEMBER 7, 2022

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 brands with finely tuned CX agility keep an eye on evolving consumer preferences, innovate accordingly, and consistently watch for new opportunities that will drive growth.

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outsourcing Customer Experience Customer centricity Upselling 52