Arise https://www.arise.com/ Omnichannel Contact Center Solutions Fri, 08 Mar 2024 13:13:13 +0000 en-US hourly 1 https://wordpress.org/?v=6.4.3 https://www.arise.com/wp-content/uploads/2023/09/favicon.svg Arise https://www.arise.com/ 32 32 Navigating Through Layoffs: A Strategic Approach to Preserving CX https://www.arise.com/blog/strategic-approach-to-preserving-customer-experience/?utm_source=rss&utm_medium=rss&utm_campaign=strategic-approach-to-preserving-customer-experience Wed, 06 Mar 2024 18:59:44 +0000 https://www.arise.com/?p=10400 As we traverse the early months of 2024, the continuation of layoffs across various verticals remains a stark reality for the global workforce.

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Navigating Through Layoffs:

A Strategic Approach to Preserving CX

As we traverse the early months of 2024, the continuation of layoffs across various verticals remains a stark reality for the global workforce. From technology giants to traditional manufacturing firms, companies have been compelled to reassess their staffing needs in light of evolving market demands and economic pressures. The impact of these layoffs extends beyond the immediate loss of jobs, posing significant challenges to preserving customer experience (CX) that brands have worked tirelessly to build.

Scalable solution during layoffs

The impact of layoffs on CX

Recent layoffs, notably within the tech sector, have not only affected employees but also the very essence of customer service. Companies like Google, Amazon, and Microsoft, alongside traditional sectors such as retail, and travel, have announced substantial job cuts. This trend suggests a pressing need for businesses to adapt swiftly to maintain service standards amidst workforce reductions.
The ramifications of these layoffs on CX are multifaceted. Reduced staff levels often lead to longer wait times, decreased satisfaction, and a potential decline in brand loyalty. For industries heavily reliant on customer support, such as e-commerce and tech, the effects can be particularly pronounced. The challenge is to balance cost-saving measures with the imperative to deliver exceptional service.

Arise®: A Beacon of flexibility and efficiency in challenging times

In this context, Arise stands out as a strategic partner capable of navigating businesses through these turbulent times. The Arise® Platform is designed to offer customer service flexibility and scalability, ensuring that companies can maintain high service levels without the fixed costs associated with traditional contact centers.

Flexible customer service model

Lower total cost with Arise

Arise® enables businesses to tap into a vast network of independent customer service professionals. This approach significantly reduces the total cost of operations by eliminating the need for physical contact centers and the overheads associated with staffing them. Companies can scale their customer service operations up or down based on real-time demand, ensuring they are never over or understaffed.

Flexibility to mirror call volume patterns

One of the most challenging aspects of managing a traditional contact center is predicting call volume patterns. Arise’s technology and business model provide an unmatched level of customer service flexibility, allowing companies to align their customer service capacity with actual demand. This dynamic scalability ensures that customer wait times are minimized, even during peak periods or unexpected surges in demand.

Adapting customer support with Arise in economic downturns

Arise as a Solution to Layoff Challenges

For businesses grappling with the need to downsize while preserving CX, Arise offers a compelling solution. By leveraging Arise’s platform, companies can ensure continuity and consistency in their customer service operations. This is particularly crucial in a time when maintaining customer trust and satisfaction is paramount.

In an era marked by economic uncertainty and rapid market changes, Arise’s model presents a sustainable path forward. Companies can achieve significant reduction in operational costs and operational flexibility, all while upholding the quality of customer experience that distinguishes their brand.

Conclusion

As we continue to witness layoffs across various sectors, the importance of adaptive and flexible customer service solutions has never been more evident. Arise provides an innovative approach to meeting these challenges head-on, ensuring that companies can weather economic storms without sacrificing the cornerstone of their success: a stellar customer experience. In navigating these tumultuous times, Arise stands as a beacon of hope, guiding businesses towards a future where operational efficiency and customer satisfaction go hand in hand.

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Brian Ambrose
Vice President, Sales Business Developement, Arise

As Arise’s VP of Business Development, Brian is a seasoned industry leader with a diverse and rich background spanning the realms of BPO and A.I. His expertise lies in orchestrating Enterprise engagements for Fortune 2000 companies, consistently delivering transformative outcomes in ever-evolving landscapes. Prior to Arise, Brian worked at Narrative I/O, Artificial Solutions and Equifax.

“Explore how Arise’s Global Gig-CX revolutionizes your contact center, lifting your CX to new levels. Click below to learn more and get in touch with our experts today!”

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]]> Fighting Fraud During Holiday Peak: Empowering Brands with Arise Digital Shield https://www.arise.com/blog/fighting-fraud-during-holiday-peak-empowering-brands-with-arise-digital-shield/?utm_source=rss&utm_medium=rss&utm_campaign=fighting-fraud-during-holiday-peak-empowering-brands-with-arise-digital-shield Wed, 21 Feb 2024 21:03:24 +0000 https://www.arise.com/?p=9890 The holiday season brings joy and cheer, but for companies, it also brings an increased risk of fraud and security breaches. With the surge in customer inquiries and transactions, workers providing customer support become prime targets for malicious actors seeking to exploit vulnerabilities. However, amidst these challenges, remote work has emerged as a surprisingly effective solution for bolstering security measures. In this blog post, we'll delve into the intricacies of customer support fraud during the 2023 holiday season and explore how remote workers contribute to enhanced security protocols.

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Fighting Fraud During Holiday Peak:

Empowering Brands with Arise Digital Shield

The holiday season brings joy and cheer, but for companies, it also brings an increased risk of fraud and security breaches. With the surge in customer inquiries and transactions, workers providing customer support become prime targets for malicious actors seeking to exploit vulnerabilities. However, amidst these challenges, remote work has emerged as a surprisingly effective solution for bolstering security measures. In this blog post, we’ll delve into the intricacies of customer support fraud during the 2023 holiday season and explore how remote workers contribute to enhanced security protocols.

Understanding customer support fraud:

Companies, especially during the holiday season, experience a significant uptick in customer interactions. This surge provides ample opportunities for fraudsters to launch various attacks, including social engineering, account takeover, and identity theft. Fraudsters exploit overwhelmed agents and outdated security measures to manipulate agents and gain unauthorized access to sensitive information. The repercussions of such breaches are not only financial but also damage customer trust and tarnish the reputation of the business. In fact, 66% of U.S. consumers would not trust a company that’s experienced a data security incident.

Challenges faced by contact centers:

Traditional contact centers often struggle to mitigate fraud risks effectively. Legacy systems, inadequate training, and limited resources leave them vulnerable to sophisticated cyber threats. Additionally, the centralized nature of on-premises contact centers presents a single point of failure, making it easier for attackers to infiltrate and wreak havoc. This is having significant impact. According to TransUnion, digital shopping fraud in the U.S. climbed 12% from November 23 – 27, 2023 compared to the rest of 2023. Globally, it was 15% higher than the same period in 2022. The impact in the Financial Services sector has been even more prevalent where 80% of survey respondents said that since 2021, attacks have been up more than 10%. The remaining 20% of respondents have seen increases of 80% in the same period.

The role of the Arise® Platform in enhancing security:

Enter the Arise® Platform – a game-changer in the realm of customer support security. The Arise® Platform leverages GigCX, providing companies access to a flexible, on-demand workforce of independent contractors or freelancers to handle customer inquiries and support tasks. With this solution, companies engage with Service Partners who possess the necessary skills and expertise to address customer needs on a temporary or project-based basis. The Arise® Platform offers several advantages over traditional setups, particularly concerning security:

Geographic Diversity & Tracking: Service Partners can be located in diverse locations, reducing the risk of localized disruptions due to natural disasters or regional outages. This geographic diversity also makes it harder for attackers to pinpoint and target specific contact center locations. Geolocation tracking is also implemented to ensure that gig workers are logging in from approved locations only. This helps prevent unauthorized access to sensitive information and reduces the risk of fraudulent activities.

Enhanced Authentication Measures: The sophisticated platform provides robust authentication protocols, such as multi-factor authentication (MFA) and biometric verification. These measures fortify access controls and ensure that only authorized personnel can handle sensitive customer data.

Utilization of AI and Machine Learning: The Arise Digital Shield is an AI-powered fraud detection systems used to identifying suspicious behaviors in real-time. It analyzes vast amounts of data to detect anomalies and flag potential fraudulent activities before they escalate.

Secure Communication Channels: Platform services rely heavily on encrypted communication channels and virtual private networks (VPNs) to safeguard data transmission. These encrypted channels create secure conduits for agents to interact with customers without fear of interception or eavesdropping.

Reduced Physical Vulnerabilities: By decentralizing operations, the Arise® Platform minimizes the physical vulnerabilities associated with centralized contact centers. There’s no single physical location for attackers to target, mitigating the risk of on-premises breaches and physical security breaches.

Reduced Insider Threats: Gig workers can potentially reduce insider threats as remote resources may feel less pressured or tempted to engage in fraudulent activities when working from the comfort of their homes. Additionally, remote work may provide fewer opportunities for collusion among individuals, especially with tools such at the Arise Digital SafeDesk. Here Arise is able to enforce a clean desk policy and prevent shoulder surfing with an Identity verification and authentication solution that utilizes AI, machine learning, computer visioning, and biometrics.

Adaptive Security Education: While some may assume otherwise, gig workers don’t escape the necessary learning and awareness programs that educate resources about emerging threats and best practices. Through proactive education, resources are empowered to recognize and mitigate potential security risks, thereby bolstering the overall resilience of the customer support function.

Wrapping up

As organizations brace themselves for the challenges of 2024, the importance of robust security measures cannot be overstated. By embracing the Arise® Platform, companies can strengthen their defenses against fraud and security breaches while empowering resources to deliver exceptional customer experiences. With the right combination of technology, education, and vigilance, brand leaders can navigate their peak seasons with confidence and safeguard the trust of their customers.

Jay Jones
Director, Fraud Prevention Security, Arise

As the Fraud Prevention Director at Arise, Jay Jones leverages over a decade of experience in the fraud space, particularly within FinTech organizations. In his role, Jay spearheads strategic initiatives to safeguard against fraudulent activities, ensuring the integrity and security of Arise’s operations and client relationships.

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]]> Navigating the Future of Workforce Management: Insights and Innovations https://www.arise.com/blog/navigating-the-future-of-workforce-management-insights-and-innovations/?utm_source=rss&utm_medium=rss&utm_campaign=navigating-the-future-of-workforce-management-insights-and-innovations Tue, 06 Feb 2024 22:09:21 +0000 https://www.arise.com/?p=9511 The realm of workforce management (WFM) is witnessing a seismic shift. In an era where customer demands are ever-changing and market dynamics are unpredictable, the need for agile, efficient, and responsive workforce management strategies has never been more critical. This blog delves into the evolution of WFM, exploring how innovative solutions like Arise's Workforce Management-as-a-Service are transforming the landscape.

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Navigating the Future of
Workforce Management:

Insights and Innovations

The realm of workforce management (WFM) is witnessing a seismic shift. In an era where customer demands are ever-changing and market dynamics are unpredictable, the need for agile, efficient, and responsive workforce management strategies has never been more critical. This blog delves into the evolution of WFM, exploring how innovative solutions like Arise’s Workforce Management-as-a-Service are transforming the landscape.

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The evolution of workforce management

Workforce management, traditionally focused on staffing, scheduling, and adherence, is now evolving into a more dynamic, data-driven practice. The advent of new technologies and the integration of real-time analytics have revolutionized how organizations manage their human resources, especially in high-demand sectors like customer service and call centers.

The role of real-time data and predictive analytics

At the heart of modern WFM lies the power of real-time data and predictive analytics. These tools allow managers to forecast demand, adjust staffing levels on the fly, and anticipate customer needs before they even arise. For example, research by Sencer and Basarir Ozel highlights the effectiveness of simulation-based decision support systems in enhancing call center efficiency.

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Incorporating flexibility: Lessons from various industries

The concept of flexibility in workforce management isn’t limited to call centers. It’s a principle that has proven effective across various sectors. For instance, the healthcare industry’s adoption of flexible staffing models during the COVID-19 pandemic, as researched by Spanier, Kerkvliet, & Veeman (2021), demonstrates the importance of adaptability in critical situations. This principle is equally applicable in customer service contexts, where demand can be unpredictable.

Case in point: Arise's workforce management-as-a-service

Within this evolving landscape, Arise’s Workforce Management-as-a-Service emerges as a beacon of innovation. By offering solutions like the Starmatic™ Scheduling System and a Virtual Resource Command Center, Arise exemplifies how blending technology with strategic foresight can result in unmatched service level improvements and operational efficiency.

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A real-world success story Case Study

Consider the case of a UK-based coffee retailer facing a tech crisis, masterfully handled by the Arise® Platform. This scenario underscores the importance of having a robust, flexible system capable of adapting to unexpected challenges, a principle that is fundamental to modern WFM practices.

Read Now

Wrapping up

Workforce management is no longer just about filling shifts and meeting quotas; it’s about creating a responsive, agile, and data-driven environment that can adapt to the ever-changing landscape of customer service. As we’ve seen with the Arise® Platform’s innovative approach, integrating technology, flexibility, and strategic planning is key to navigating this new era of workforce optimization.

Ashish Bisht
‪Sr. Director
Data Intelligence
Arise

Ashish has 17+ years of experience in the BPO industry and 14+ years in WFM and Data analytics. He is transforming our WFM practices and Data modeling to solve customer problems using industry leading processes and technologies and help take right business decisions.

“Ready to transform your workforce management? Discover how Arise’s Workforce Management-as-a-Service can elevate your operations to new heights. Click below to learn more and get in touch with our experts today!”

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]]> Outsourcing Gaming Support: Why It’s a Game-Changer​ https://www.arise.com/blog/why-your-gaming-studio-should-consider-outsourcing-support/?utm_source=rss&utm_medium=rss&utm_campaign=why-your-gaming-studio-should-consider-outsourcing-support Mon, 29 Jan 2024 17:11:35 +0000 https://www.arise.com/?p=9245 This blog post delves deep into why outsourcing gaming support can be a monumental shift for your game studio. From player support to localization services, read on to know how outsourcing can make your gaming world better.

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Outsourcing Gaming Support:

Why It's a Game-Changer

The gaming industry has evolved beyond just gameplay; it’s now more than ever about the entire experience with the brand, from start to finish. With player demands skyrocketing, studios are often left in a scramble trying to balance game development with effective player support. That’s where outsourcing steps in, offering a slew of advantages like cost-efficiency, top-notch player support, game testing, and more.

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What Does Outsourcing Gaming Support Entail?

Outsourcing gaming support is not just about offloading customer service; it encompasses a wide range of services:

  • Localization Services
  • Player Support
  • Community Moderation
  • VIP Services
  • Game Testing and Quality Assurance
  • Consulting Services
  • AI Solutions
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Localization Services

Entering new markets? Outsourcing localization services can translate your game into over 50 language pairs, expanding your global footprint. This service goes beyond just text translation, including nuances such as context, idioms, and cultural references.

Learn More
gamer_bitcoins_Player_Support

Player Support

An outsourced contact center can provide robust support to address any player issues, from game activation to gameplay problems. These services often cover all channels like email, chat, social, and voice support. So you keep the players engaged while your team focuses on new content or crafting the next big game.

Learn More
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Community Moderation

Online gaming communities are vibrant but can quickly turn toxic. Content moderation keeps the player environment healthy and safe by proactively managing risks, fraud prevention, and addressing player wellness. It also aims to reduce churn by engaging players even more and making them hyped about new content, events and updates.

Learn More
Arise_VIP_gaming_services

VIP Services

For those high-value players and top-spenders, VIP services can go the extra mile. Think of it as a concierge service for your top-tier players, covering specialized support services and even exclusive in-game offerings, to make them even happier about playing and making purchases.

Learn More
boy_virtual_reality_gamer_character_Game_testing_quality_assurance

Game Testing and Quality Assurance

While your team is building those jaw-dropping graphics, addictive mechanics, and breathtaking storylines, an outsourcing partner can ensure there are no bugs or performance issues, conducting rigorous game testing and quality checks. Outsourcing it gives you flexibility and cost-efficiency that couldn’t be achieved in-house.

Learn More

Consulting Services

If you’re not sure where to start or looking to scale, consulting services can provide tailored solutions, from traditional player support to advanced anticipatory customer experience (CX).

AI Solutions

Applying the power of AI to your Quality Assurance and Player Support workflows is the next big thing. Forget about chat-bots, re-emerging bugs and frustrated players – proper AI back-end integration will help your QA and Support agents to be more organized, efficient and helpful than ever.

Real-World Applications: Case Studies

Trusted by big names like Warner Brothers outsourced support services have proven their mettle. For example, Arise Gaming, a leader in the field, has scaled programs for both mainstream and indie titles over the past decade. Their community management and player support services have helped developers manage their communities in multiple languages vastly increasing player satisfaction and dropping costs per support ticket. Check out Arise Gaming Case Studies for more insights.

The Perks: Why Outsource?

Cost-Efficiency:
Save big on operational costs.

Expertise:
Leverage industry experts who know gaming inside out.

Global Reach:
With servicing provided in the United States, Canada, the UK, Jamaica, and India, you’re well covered.

Quality:
Professional quality checks and player support systems in place. 

Wrapping Up

So, the bottom line? Outsourcing gaming support offers a comprehensive, cost-efficient solution for game studios aiming to balance high-quality game development with exceptional player support. From player engagement to quality assurance, it’s all covered.

John Pompei
SVP of Gaming
Customer Success

John is responsible for Customer Success and Operations for Arise Gaming and Arise Consulting services. John has been recognized as a CX thought leader, developing strategies, and implementing solutions for customers across the globe. His ability to blend the use of technology with the human element, has enabled him and his teams to be recognized for excellence in Customer Experience and Support.

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]]> Inventory Service to Count On​ https://www.arise.com/case-studies/inventory-service-to-count-on/?utm_source=rss&utm_medium=rss&utm_campaign=inventory-service-to-count-on Tue, 19 Dec 2023 20:27:42 +0000 https://newsite.arise.com/?p=6670 The largest provider of pallet and container pooling services had an urgent count request that could not be effectively completed by their existing vendor partner.

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Inventory service
to count on​

back to all case studies
0
completion within allotted timeframes​
(48% done as urgent requests)​
0 %
No Show Rate ​
Over Six-Month Period

“A HUGE thank you to ‘team ARISE’ for stepping up to the plate and being there for CHEP when called upon without much notice. All your time, effort, and collaboration allowed this very large audit to be successfully completed and I just wanted to acknowledge that!” - CHEP​

Challenge

Solution

  • pallets_warehouse

    Challenge

    The largest provider of pallet and container pooling services had an urgent count request that could not be effectively completed by their existing vendor partner. Because of this vendor’s shortfall, a reliable partner that could be both consistent in its efforts and flexible enough to meet unexpected demand became an imperative. The partner also had to be proactive with feedback.

  • smiling_man_customer_service

    Solution

    • Aligned Service Partner support with the client’s inventory needs, addressing planned spikes, without impacting quality.​

    • Conducted process audit and uncovered challenges in proactive response and or effective client customer communication. ​

    • Created a DC response survey to assist with timely audit services completion within the given timeframe.​

    • Built “Auditor Touchbase,” an onboarding and relationship fostering system to help track, monitor, and effectively select the right people for each count location.​​

    • Created an external client drive to store and share all required data collection items with the client.

Each brand has a unique CX need. Schedule a time to meet with our CX experts to learn how Arise can help.

Let's Talk
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]]> Arise: Workforce Planning Solutions https://www.arise.com/factsheets/efficient-workforce-management-solutions/?utm_source=rss&utm_medium=rss&utm_campaign=efficient-workforce-management-solutions Thu, 14 Dec 2023 20:09:28 +0000 https://newsite.arise.com/?p=5957 At Arise® Limitless Learning, we don’t just offer solutions – we redefine the learning experience.

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Arise: Workforce Planning Solutions

Management reimagined. Discover how arise workforce

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Discover how Arise Workforce Planning Solutions
revolutionizes staffing efficiency and elevates business operations. Our approach merges best-in-class services with industry best practices to drive success.

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Download Factsheet

Each brand has a unique CX need. Schedule a time to meet with our CX experts to learn how Arise can help.

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