Embracing AI-driven solutions isn’t just a trend—it’s a strategic imperative for businesses looking to stay ahead. But what do customer experiences in the age of generative AI look like? And how should you plan for the future? No matter your industry or what applications you rely on, creating a customer-centric experience is always a top …
With more organizations looking for ways to increase CX efficiency while keeping costs in check, BPO consultants offer a proven method to ensure you maximize the full potential of your CX. As the business process outsourcing (BPO) global market has doubled over the past two decades, there’s been a resulting increase in demand for …
The pandemic gravely affected the contact center industry, and as a result, more organizations are looking to leverage collaborative intelligence in their operations. From hurried digital transformations to hiring and retention issues, contact centers have been forced to find new ways to adapt to customer and business demands. Over the past several years, we’ve also …
Effective vendor management can considerably impact a successful relationship with your BPO service provider. In fact, according to one study from Deloitte, vendor management can help drive stronger results, with “significant savings” reported by 43% of respondents. Plus, the study indicates that more resources within contact centers should be dedicated to effectively managing vendor relationships. …
In a world where companies are looking for ways to streamline their operations and hiring and retaining good talent has become challenging, more businesses are turning to BPO outsourcing companies. Working with an outsourcing partner offers a proven way to enhance customer experience while keeping costs contained and staying ahead of the curve. Your …
The employee burnout rate is higher now than at the height of the pandemic, and it’s worsening. With companies struggling to maintain their workforce, many are looking for new ways to ensure they meet their service levels — like using Intelligent Virtual Agents (IVAs). The current reality of the workforce is that burnout is now …
Whether you require staff augmentation or want to improve your customer experience, outsourcing offers a proven solution. However, before you dive into finding the right partner, understanding the differences between offshore vs nearshore vs onshore will be critical to your overall strategy. According to the Business Process Outsourcing (BPO) Market report from Maximize Market Research, …
As companies continue to be challenged by talent acquisition in a post-pandemic world, more businesses are exploring contact center outsourcing as a solution. According to Deloitte’s Global Outsourcing Survey 2022, 50% of executives “identify talent acquisition as a top internal challenge in meeting their organization’s strategic priorities.” Contact center outsourcing, often called Business Process …
We’re pleased to share that effective today, PPT Solutions will now operate fully under the Bridgepointe brand umbrella as BridgepointeCX. Since PPT joined us late last year, we’ve made incredible strides integrating the two companies, and this is the next step in that evolution. BridgepointeCX is the premiere provider of performance based CX as a …
In today’s fast-paced and ever-changing business environment, contact centers are pressured to deliver exceptional customer service while managing costs and keeping up with rapidly evolving technology. Recent research from Boston Consulting Group shows just how acute this challenge is for IT leaders. While core customer experience and digital transformation initiatives remain essential in 2023, companies …
CX strategy consulting is more essential than ever to increase efficiency, stay competitive and weather current economic conditions. In a landscape that’s rapidly evolving, strategy is critical to ensuring the success of CX initiatives and demonstrating measurable ROI. For years, organizations have struggled with the ROI of their CX projects due to a lack of …
You’ve heard of CCaaS (Contact Center as a Service) and UCaaS (Unified Communications as a Service) but have you heard of CXaaS? The concept of Customer Experience as a Service (CXaaS) has been rising in popularity in recent years as customer expectations are growing, budgets are shrinking and return on investment (ROI) is required. …