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The days of customer service solely being accessed through a telephone number are gone. Service’ has never been a more critical element of the customer journey – from the product exploration, comparisons, and reviews; to the initial interactions, right through post-purchase and beyond. Today’s brands and companies need to consistently exceed customers’ expectations, or risk losing out to the competition. What exactly IS customer service? MORE
COVID-19 struck in early 2020 and dramatically impacted the economy across all industries. Between business shutdowns, work from home (WFH) pivots, the surge of a digital economy and the implementation of pandemic health guidelines – which in and of itself has remained a moving target – businesses scrambled to keep their footing. MORE
CX, CX, CX… if you’re an SMB, trying to stay ahead of the exploding post-pandemic commerce curve, you’re hearing about customer experience as the leading factor in consumer acquisition and retention – even ahead of product and well ahead of price. MORE
Business is still reeling from the global impact of the COVID-19 pandemic. While hope is growing for a strong recovery with the implementation of vaccine therapies, victory still lives very much in the future. MORE
Lightweight vehicles, also called micromobility vehicles, are among many industries suffering the effects of COVID-19 on the U.S. economy. More businesses in this niche are turning to BPO outsourcing companies and call center companies in Florida, Texas, and California to encourage sustainability in the future. MORE
According to a report by CNN Business , the American economy is operating at 92% and retailers are seeing an overall improvement in ecommerce numbers. As the COVID-19 pandemic struck, forcing closures and loss of jobs across the country, retailers took a hit. Toward the end of 2020, ecommerce sales soared, and while they aren’t quite as high as last October, online sales are consistent and remain significantly higher than they were pre COVID. MORE
CX, CX, CX… if you’re an SMB, trying to stay ahead of the exploding post-pandemic commerce curve, you’re hearing about customer experience as the leading factor in consumer acquisition and retention – even ahead of product and well ahead of price. MORE
Let’s look at the WFH data: 40% of B2B sellers agree that it’s easier to conduct meetings with customers, 41% agree that WFH has facilitated easier collaboration, and 58% report they are working more hours each week in a virtual environment. What does all of this mean to the buying / selling culture? MORE
Cus•tom•er Serv•ice: T he assistance and advice provided by a company to those people who buy or use its products or services. The Oxford Dictionary lists “customer service” as a noun – but for our purposes, let’s consider it a verb – an action verb. MORE
The post-pandemic rebound of consumer spending has created opportunities across all markets – and none more heavily impacted than the ‘wellness’ industry. First of all, exactly what is wellness? While it can mean different things to different people, for many it encompasses physical fitness, holistic care, happiness, relaxation, mindfulness, emotional balance, stress reduction, quality of life and spiritual health. MORE
Over the past decade, a lot has been written about CX – that critical KPI ‘customer experience’. It has become its own science, with research, surveys and a wide range of data dedicated to deconstructing the psychology around this compelling business strategy. Yes, entire back-office systems have been built around CX with front-office apps and CX designers to support them. MORE
In Part One , we discussed the concept of customer service, what it is and how it can completely make or break a business – any business. Reports show that a high percentage of consumers will spend more to engage with a company that provides exceptional customer service. It wins every time. MORE
The world of commerce has seen a dramatic new format – one that blends entertainment with interactive and instant purchasing. MORE
The ways in which COVID-19 has impacted our world are too many to count: the political, economic, social, health and existential fallout has left an indelible mark. MORE
Apparel is a necessity, which means even with the pandemic closing many stores across the country, clothing sales continue. Through ecommerce platforms, consumers can shop from their favorite stores contact-free and without the need for a mask. MORE
Mexico City, Mexico – February 18, 2021 – Anexa BPO was named a Finalist today in the Best User Experience (UX) and Digital Strategy/Transformation categories in the 2021 Customer Centricity World Series Awards. The event run by ARCET Global, based in the UK, had over 300 Entries. MORE
The world is slowly re-opening. Instead of take-out, restaurants are serving in-house customers again, theatre lights have switched on and after a year and a half of lockdown, and people are actually considering their travel options. MORE
It stands to reason – the first thing that comes to mind when thinking “California” might be Hollywood, sunshine, beaches….but but not telemarketing companies. Not really something in the California wheelhouse, right? Wrong. MORE
It’s common knowledge that world-wide economies were shattered by COVID-19. Between lock-downs and shut-downs, most industries experienced a disruption in the ways they do business. Even companies that were deemed “essential services” had to navigate the newly implemented processes that were necessary to safely keep their doors open. As the world slowly re-opens there has been a tremendous amount of interest and focus on the “new normal”, and how the pandemic impacted consumer buying patterns. MORE
March 25, 2021 – The winners of the 2021 Premio Nacional awarded by the Mexican Institute of Teleservices (IMT) were announced this Thursday. This year Anexa BPO won a silver trophy in the category of BEST OPERATIONS STRATEGY. MORE
Business Process Outsourcing (BPO) provides access to professional freelance workers or companies specializing in services your company may not have the means to provide. More and more businesses rely on outsourcing via BPO companies to take on any workload that isn’t being efficiently managed. They complete tasks with precision, at a fraction of the cost of most full-time, in-house employees. MORE
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. MORE
It’s a fact: companies that are too focussed on the bottom line – cost management – without investing in the customer experience are going to fall further and further behind their competition. Not only that, they’ll be also playing catchup with their audiences due to poor customer outcomes and having to stretch their dollars with expensive rework and recovery activities. MORE
Remember that tried and true little saying, “The customer is always right”? Coined by Harry Gordon Selfridge of the famed London department store, at the time it was seen as significant innovation in customer service, and in its basic principle, rings true today. MORE
“Indirect Procurement” – the act of purchasing services or supplies required to keep the day-to-day business alive. Sound familiar? SMB owners are well acquainted with the range of materials and activities required to keep the lights on – as a non-essential role, they don’t necessarily add to the bottom line, but without them the doors would close. MORE
From the bubonic plague of the 14 th century to the Spanish flu outbreak of 1918, pandemics have had significant, long-lasting impacts on how people typically navigate the world, and the world of business. COVID-19 is no exception. It has attacked global societies at their core, causing economic and social disruption that is difficult to measure. And although pandemics strain health systems first, they also put stress on many other parts of society. MORE
Advancing technology has always spurred economic development, and now it’s accelerating even faster. In fact, “In the next decade, we will experience more progress than in the past 100 years”, says Peter Diamandis, Cofounder of Singularity University. MORE
2021 ecommerce trends reflect a consumer society that is forever changed. Click, click, buy. The global pandemic imposed never-before-seen restrictions on societal behaviours. Work from home became the new normal. In the months following the onset of COVID-19 in March 2020, consumer shopping behavior underwent a radical shift that forged new systems, shopping platforms, customer expectations and buying patterns. MORE
The future is here, and it’s demanding a business operating model that meshes all of the best elements of talent, culture and organization in the broad sense. Stakes are higher than ever, and every layer of an organization’s capability stack needs to transform in order to achieve higher profits and meet the intensive demand by consumers for personalization and enhanced omnichannel experiences. Synchronization of these stack layers can be incredibly challenging. MORE
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. MORE
The bar has never been higher when it comes to customer loyalty. Today’s digitally native consumers are sophisticated buyers and in addition to expecting quality and competitive pricing, their hearts can be won with brand benefits. MORE
It’s no longer a trend. Ecommerce has experienced a staggering five to ten years of growth acceleration over the past six months. As the pandemic imposed never-before-seen restrictions on companies across every sector, survival demanded action, resulting in creative, nimble and essential pivots in the ways that business is done. MORE
As the guiding principle of consumerism, customer service – even great customer service – is no longer a one-size-fits-all practice. In fact, its future is already here, and across ALL industries and sectors, the organizations that get it right will set the pace for their competition. White glove service’ used to be a practice reserved for “VIP” customers – those who were associated with high-value transactions. MORE
We know that the global pandemic has changed many ways in which we function. This includes communicating, conducting business and even consuming. With this shift, we’ve been forced to find creative ways to support many day-to-day activities, both as consumers and business operators. MORE
Anexa BPO
OCTOBER 19, 2021
Apparel is a necessity, which means even with the pandemic closing many stores across the country, clothing sales continue. Through ecommerce platforms, consumers can shop from their favorite stores contact-free and without the need for a mask.
Anexa BPO
OCTOBER 15, 2021
CX, CX, CX… if you’re an SMB, trying to stay ahead of the exploding post-pandemic commerce curve, you’re hearing about customer experience as the leading factor in consumer acquisition and retention – even ahead of product and well ahead of price.
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Anexa BPO
OCTOBER 15, 2021
CX, CX, CX… if you’re an SMB, trying to stay ahead of the exploding post-pandemic commerce curve, you’re hearing about customer experience as the leading factor in consumer acquisition and retention – even ahead of product and well ahead of price.
Anexa BPO
OCTOBER 15, 2021
The world of commerce has seen a dramatic new format – one that blends entertainment with interactive and instant purchasing.
Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva
In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!
Anexa BPO
OCTOBER 1, 2021
Let’s look at the WFH data: 40% of B2B sellers agree that it’s easier to conduct meetings with customers, 41% agree that WFH has facilitated easier collaboration, and 58% report they are working more hours each week in a virtual environment. What does all of this mean to the buying / selling culture?
Anexa BPO
OCTOBER 19, 2021
According to a report by CNN Business , the American economy is operating at 92% and retailers are seeing an overall improvement in ecommerce numbers. As the COVID-19 pandemic struck, forcing closures and loss of jobs across the country, retailers took a hit. Toward the end of 2020, ecommerce sales soared, and while they aren’t quite as high as last October, online sales are consistent and remain significantly higher than they were pre COVID.
Anexa BPO
MARCH 15, 2021
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.
Anexa BPO
MARCH 10, 2021
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.
Anexa BPO
OCTOBER 15, 2021
The days of customer service solely being accessed through a telephone number are gone. Service’ has never been a more critical element of the customer journey – from the product exploration, comparisons, and reviews; to the initial interactions, right through post-purchase and beyond. Today’s brands and companies need to consistently exceed customers’ expectations, or risk losing out to the competition. What exactly IS customer service?
Advertisement
Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!
Anexa BPO
OCTOBER 15, 2021
COVID-19 struck in early 2020 and dramatically impacted the economy across all industries. Between business shutdowns, work from home (WFH) pivots, the surge of a digital economy and the implementation of pandemic health guidelines – which in and of itself has remained a moving target – businesses scrambled to keep their footing.
Anexa BPO
OCTOBER 15, 2021
The post-pandemic rebound of consumer spending has created opportunities across all markets – and none more heavily impacted than the ‘wellness’ industry. First of all, exactly what is wellness? While it can mean different things to different people, for many it encompasses physical fitness, holistic care, happiness, relaxation, mindfulness, emotional balance, stress reduction, quality of life and spiritual health.
Anexa BPO
OCTOBER 15, 2021
Over the past decade, a lot has been written about CX – that critical KPI ‘customer experience’. It has become its own science, with research, surveys and a wide range of data dedicated to deconstructing the psychology around this compelling business strategy. Yes, entire back-office systems have been built around CX with front-office apps and CX designers to support them.
Anexa BPO
SEPTEMBER 5, 2021
Advancing technology has always spurred economic development, and now it’s accelerating even faster. In fact, “In the next decade, we will experience more progress than in the past 100 years”, says Peter Diamandis, Cofounder of Singularity University.
Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo
What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.
Anexa BPO
SEPTEMBER 5, 2021
The world is slowly re-opening. Instead of take-out, restaurants are serving in-house customers again, theatre lights have switched on and after a year and a half of lockdown, and people are actually considering their travel options.
Anexa BPO
OCTOBER 1, 2021
2021 ecommerce trends reflect a consumer society that is forever changed. Click, click, buy. The global pandemic imposed never-before-seen restrictions on societal behaviours. Work from home became the new normal. In the months following the onset of COVID-19 in March 2020, consumer shopping behavior underwent a radical shift that forged new systems, shopping platforms, customer expectations and buying patterns.
Anexa BPO
OCTOBER 1, 2021
It’s a fact: companies that are too focussed on the bottom line – cost management – without investing in the customer experience are going to fall further and further behind their competition. Not only that, they’ll be also playing catchup with their audiences due to poor customer outcomes and having to stretch their dollars with expensive rework and recovery activities.
Anexa BPO
JULY 22, 2021
The bar has never been higher when it comes to customer loyalty. Today’s digitally native consumers are sophisticated buyers and in addition to expecting quality and competitive pricing, their hearts can be won with brand benefits.
Speaker: Scott Baldwin of ProductBoard
Product Leaders, sign up if want to learn how to: - What is product excellence? - How community led and product-led growth can act as success multipliers - How to create a tight and ongoing feedback loop - How to leverage your community members to drive adoption. When: September 21st at 12pm EDT. Register today!
Anexa BPO
JULY 21, 2021
The ways in which COVID-19 has impacted our world are too many to count: the political, economic, social, health and existential fallout has left an indelible mark.
Anexa BPO
MARCH 10, 2021
Business Process Outsourcing (BPO) provides access to professional freelance workers or companies specializing in services your company may not have the means to provide. More and more businesses rely on outsourcing via BPO companies to take on any workload that isn’t being efficiently managed. They complete tasks with precision, at a fraction of the cost of most full-time, in-house employees.
Anexa BPO
JUNE 28, 2021
Cus•tom•er Serv•ice: T he assistance and advice provided by a company to those people who buy or use its products or services. The Oxford Dictionary lists “customer service” as a noun – but for our purposes, let’s consider it a verb – an action verb.
Anexa BPO
JUNE 2, 2021
Business is still reeling from the global impact of the COVID-19 pandemic. While hope is growing for a strong recovery with the implementation of vaccine therapies, victory still lives very much in the future.
Speaker: Beth Vanderkolk, Lindsay Olson, & Amanda Peterson, The MURAL Community Team
Want to know what it takes to build a community from the ground up? Join us for our panel discussion with the MURAL Community Team. In just 4 months, they have established a thriving community, and they're with us to explain how they did it.
Anexa BPO
JUNE 2, 2021
We know that the global pandemic has changed many ways in which we function. This includes communicating, conducting business and even consuming. With this shift, we’ve been forced to find creative ways to support many day-to-day activities, both as consumers and business operators.
Anexa BPO
SEPTEMBER 5, 2021
It’s no longer a trend. Ecommerce has experienced a staggering five to ten years of growth acceleration over the past six months. As the pandemic imposed never-before-seen restrictions on companies across every sector, survival demanded action, resulting in creative, nimble and essential pivots in the ways that business is done.
Anexa BPO
SEPTEMBER 5, 2021
As the guiding principle of consumerism, customer service – even great customer service – is no longer a one-size-fits-all practice. In fact, its future is already here, and across ALL industries and sectors, the organizations that get it right will set the pace for their competition. White glove service’ used to be a practice reserved for “VIP” customers – those who were associated with high-value transactions.
Anexa BPO
SEPTEMBER 5, 2021
Remember that tried and true little saying, “The customer is always right”? Coined by Harry Gordon Selfridge of the famed London department store, at the time it was seen as significant innovation in customer service, and in its basic principle, rings true today.
Advertisement
Remote agents are the new reality. Happier agents mean a better customer experience and improved CSAT/NPS scores. This new normal brings new challenges for contact centers. Find out what you need to do for your organization to excel. This eBook includes checklists for developing agent empathy and business continuity plans.
Anexa BPO
SEPTEMBER 5, 2021
It’s common knowledge that world-wide economies were shattered by COVID-19. Between lock-downs and shut-downs, most industries experienced a disruption in the ways they do business. Even companies that were deemed “essential services” had to navigate the newly implemented processes that were necessary to safely keep their doors open. As the world slowly re-opens there has been a tremendous amount of interest and focus on the “new normal”, and how the pandemic impacted consumer buying patterns.
Anexa BPO
MAY 4, 2021
It stands to reason – the first thing that comes to mind when thinking “California” might be Hollywood, sunshine, beaches….but but not telemarketing companies. Not really something in the California wheelhouse, right? Wrong.
Anexa BPO
MARCH 31, 2021
In Part One , we discussed the concept of customer service, what it is and how it can completely make or break a business – any business. Reports show that a high percentage of consumers will spend more to engage with a company that provides exceptional customer service. It wins every time.
Anexa BPO
MARCH 25, 2021
March 25, 2021 – The winners of the 2021 Premio Nacional awarded by the Mexican Institute of Teleservices (IMT) were announced this Thursday. This year Anexa BPO won a silver trophy in the category of BEST OPERATIONS STRATEGY.
Speaker: Carrie Melissa Jones Founder, Gather Community Consulting
Time and again, organizations assume that community member research is duplicative, cumbersome, risky, or incapable of yielding meaningful results. They simply move ahead with their communities and “iterate” as they go. The results of not performing community member research? Mediocre, copycat brand communities that fail to deliver on employee or customer expectations. On August 12th at 12 pm EDT, Carrie Melissa Jones will be sharing the importance of undertaking research whether you are preparing to launch your community or are planning a strategic pivot, and how it can impact cross-organizational value.
Anexa BPO
FEBRUARY 25, 2021
Mexico City, Mexico – February 18, 2021 – Anexa BPO was named a Finalist today in the Best User Experience (UX) and Digital Strategy/Transformation categories in the 2021 Customer Centricity World Series Awards. The event run by ARCET Global, based in the UK, had over 300 Entries.
Anexa BPO
JULY 22, 2021
From the bubonic plague of the 14 th century to the Spanish flu outbreak of 1918, pandemics have had significant, long-lasting impacts on how people typically navigate the world, and the world of business. COVID-19 is no exception. It has attacked global societies at their core, causing economic and social disruption that is difficult to measure. And although pandemics strain health systems first, they also put stress on many other parts of society.
Anexa BPO
JULY 22, 2021
“Indirect Procurement” – the act of purchasing services or supplies required to keep the day-to-day business alive. Sound familiar? SMB owners are well acquainted with the range of materials and activities required to keep the lights on – as a non-essential role, they don’t necessarily add to the bottom line, but without them the doors would close.
Anexa BPO
JULY 22, 2021
The future is here, and it’s demanding a business operating model that meshes all of the best elements of talent, culture and organization in the broad sense. Stakes are higher than ever, and every layer of an organization’s capability stack needs to transform in order to achieve higher profits and meet the intensive demand by consumers for personalization and enhanced omnichannel experiences. Synchronization of these stack layers can be incredibly challenging.
Advertiser: ZoomInfo
In 2021, as companies continue to move more functions online, employees will take a more virtual -- and flexible -- mindset and lifestyle in parallel to the digitization of businesses. To succeed, you must change the way you conceive and build new products as a digital business. Download the report today to discover more!
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