The modern Chief Financial Officer (CFO) is becoming the key driver of operational efficiency for businesses worldwide.  Traditionally focused on financial planning and risk management, CFOs are now driving initiatives, like zero-based budgeting (ZBB), which take hard looks at everything from systems to logistics as a way to create a financially efficient business.  Each department is being asked to evaluate everything they do and find new ways to execute.  These initiatives are eliminating waste and driving transformation of strategies, systems, and processes.  When looking for process improvements and cost savings, there is tremendous opportunity for significant transformation in Customer Care. 

With chaotic volume spikes across more channels than ever, CX leaders cannot continue to do things the same way. You have to change.

Gig-CX is allowing Brands to flex capacity up to 200% intraday while delivering 90% utilization and hitting #1 in NPS over Traditional BPOs.

The dispersed Customer Care workforce is not going away. While CX organizations have worked around the basic technical challenges, learning and development, agent engagement, and performance management are still major issues. In this interactive paper we will go deep on how to bring your Virtual Learning program into the future to reduce costs, grow customers, and drive revenue.

The energy industry is changing. Today, more than half of the United States offers some sort of deregulated energy, be it electricity, gas, or both. With more than 228 million Americans having the power to choose where their energy comes from, providers need to do all they can to stay competitive and reduce customer churn.

Based on trends in the market space, it’s become clear that understanding customer acquisition and retention will define how energy suppliers keep the lights on. But how do suppliers achieve this while still controlling costs and remaining profitable?

The hard truth is that BPO strategy is largely built on a 30-year-old view of the world. No matter how much technology, security, and workstyles have progressed, the tenets of how BPOs support your customers haven’t really changed. In this paper, we will analyze how the systemic design of traditional BPOs accepts failure as a standard operating procedure, with customer experience, resource management, and cost control all suffering as a result.

Conversely, work-from-home care is utilizing data science, virtual workspaces, and gig economy workstyles to improve efficiency and customer satisfaction. In this paper, we will discuss the major misconceptions about work-from-home care and give examples of how virtual-first technology is driving new capabilities that will improve performance and delight customers.

A deep dive into the critical imperatives that businesses must follow to make sure they can acquire new customers, turn them into repeat buyers and retain them for the long haul.

There are many lessons learned from the last year. Every single industry was disrupted and struggled to add, service and retain customers. Traditional models of Customer Care failed and left Brands scrambling to maintain some semblance of operations while trying to keep the relationship with customers healthy. What did we uncover from this experience? That our tried-and-true systems of customer experience management are much more vulnerable than we thought. Leading Brands are looking at every aspect of the CX model and implementing new strategies to futureproof their ability to serve customers.

Experience The Interactive Whitepaper