Anexa BPO

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Anexa BPO Named As Finalist In 2023 Stevie® Awards For Sales & Customer Service

Anexa

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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.

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Move Over CX – There’s a New Kid in Town

Anexa

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.

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The Employee Experience – Not Just a Buzz Word

Anexa

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.

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A Guide to Boosting Outbound Call Volumes at Your Contact Center

The NobelBiz Omni+ Call Guard Ecosystem offers comprehensive dialing capabilities that help increase outbound call volumes in both consent and non-consent scenarios while mitigating TCPA compliance risk. Download the brochure for more details.

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HPWS (High Performance Work Systems) Contribute to a Robust Business Model

Anexa

High performance work systems (HPWSs) are management approaches that aim to optimize organizational performance by aligning business strategy, people management, and processes.

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The Challenges and Opportunities of Hybrid Work for Leaders

Anexa

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.

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Remote Work = Balance for Employees

Anexa

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.

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The Remote Work Model is Gaining Momentum

Anexa

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.

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Celebrating 25 Years of EXPO RC

Anexa

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.

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Is Your L&D Organization Future-Proof?

Speaker: Karl Kapp, Ed.D., Professor of Instructional Design and Technology

If the recent past has taught us anything, it's that L&D organizations need to be nimble, quick, and able to react to both foreseen and unforeseen threats in order to be successful. That means looking to the convergence of technology, learning, and business needs so you can make intelligent, informed decisions regarding both your future and the future of your organization.

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Even The Most Iconic Businesses Have Their Challenges

Anexa

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.

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Customer Feedback Can Up Your Service Game

Anexa

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.

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A Fresh Look at Customer Loyalty

Anexa

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.

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Resilience is a Determining Factor of Success Across All Sectors

Anexa

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.

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The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

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2022 Is the Year of Retail Media Networks

Anexa

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.

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Attention B2B Players: Omnichannel is Here to Stay

Anexa

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.

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Digital Supremacy Involves More Than Traditional Marketing

Anexa

Across all sectors, personalization initiatives are being directly linked to revenue increases.

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The Importance of BX in the Future of Business – Part Two

Anexa

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.

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The Ultimate Crash Course in eLearning Visual Design

Speaker: Connie Malamed, Founder of Mastering Instructional Design and Publisher of The eLearning Coach

Well-designed materials can motivate learners, improve comprehension, and assist optimal retention. If you need rapid, easily actionable ways to improve your eLearning and slides, join this session to learn the power principles that will have the biggest impact on your designs.

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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.

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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.

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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.

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Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Mary Kane & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

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Next Level CX is Tied to Technology

Anexa

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.

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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?

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The Future of Customer Experience: Business of Experience (BX) – Part One

Anexa

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).

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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.

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Create Engaging Scenario-Based Training on ANY Budget

Speaker: Tim Buteyn - President of ThinkingKap Learning Solutions, Inc.

In this webinar, Tim Buteyn of ThinkingKap Learning Solutions will explore how to optimize learner engagement with scenario-based training. You'll learn what makes up scenarios, how they benefit the learner, and why this is important to your organization. You'll also dive into real-world examples across a wide range of budgets and look at how typical training content can be completely transformed.

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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).

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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.

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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.

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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?

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2021 State of Customer Service Experience Report

Consumers are shopping online more now than ever before but find the service experience inadequate. Download The Northridge Group's State of Customer Service Experience report for more insights into the latest customer experience trends.

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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.

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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.

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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?

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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.

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Drips, Bots, and Blogs: A Non-Traditional Approach to Learning Reinforcement

Speaker: Shannon Tipton, Chief Learning Officer, Learning Rebels LLC

Today's work culture requires giving people the ability to control when and where they participate in their professional development. Learn how you can provide valuable, self-directed bites of learning content (and strategies to make that content stick) in this webinar!