Anexa BPO

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Happy Customer Contact Agents = Happy Customers

Anexa BPO

Here’s an alarming statistic for organizations that rely on a strong customer contact department – these businesses on average will lose approximately $600,000 annually because of “agent attrition”. These front-line employees have the ability to make or break a brand – in fact, studies reveal that satisfied agents are 2.5 times more likely to remain in their service role (generating higher employee retention rates) and consistently provide positive customer experiences.

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The Future Is Here, and Retailers Are Winning

Anexa BPO

Inflation is higher than it’s been in fifty years and heavily impacts every retail sector including commodities, labour, energy, food……the list goes on. This crisis presents never-before-seen challenges and shows no sign of slowing down. Organizations need to ensure that their core businesses are stable, their customers are satisfied, and their profit sheets are healthy – while identifying growth opportunities.

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Standing Still is Never an Option

Anexa BPO

Digitally-led businesses can be overwhelmed by emerging opportunities, yet creating a compelling customer experience is more important than ever before. Today’s consumers expect a seamless customer experience, and even one hiccup can lose that customer forever. This principle was never more in play than in the digital landscape, where there is a barrage of new trends, enhanced device capabilities, and the relentless growth of AI.

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CX Remains a Top Priority Across All Industries

Anexa BPO

An outstanding CX initiative can make or break a business, determining financial outcomes and setting the bar for customer experience. In fact, surveys show that organizations that focus on building their CX programs report an 84% increase in revenues. How can organizations break this process down and create achievable results? It’s critically important for companies that are motivated to improve their CX to set crystal clear goals with a specific direction and robust resilience and flexibility

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Becoming A Customer-Centric Organization

Anexa BPO

Today’s brands focus on many customer-centric terms – one of the most recent (and misunderstood) is “customer success”. Although it’s understandable to assume that this factor is the same as “customer satisfaction”, the two concepts are, in fact, not interchangeable. So what are we actually looking at when considering customer success versus customer satisfaction?

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Technology For the CX Win

Anexa BPO

From the pandemic period to our current post-pandemic status, consumers’ wants and needs have evolved exponentially, leaving organizations scrambling to keep up. These changes have involved supply chain shortages, an explosion of purchasing channels and more. This pivot has seen organizations leaning more and more on digital technology to meet consumer expectations and stay ahead of the competition.

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Creation of Exceptional Customer Experience is Both an Art and a Science

Anexa BPO

Most brands today are aware of the need to deliver a compelling customer experience. Organizations continue to focus on the “how” of creating exceptional CX. What follows, however, can be a little unclear for some. The good news is that research and studies are providing comprehensive – and data-based – guides that address the intricacies of this process.