Insights
Dive into our curated infographics and video resources to get the latest industry trends and spark new learnings.
Blog
ContactPoint 360 Certified as a Great Place to Work® 2021-2022
ContactPoint 360 Inc. is proud to announce that the company has been certified as a Great Place to Work® second time in a row, after a thorough and independent analysis conducted by Great Place to Work® Institute Canada.
Pitfalls to Avoid in Customer Journey Mapping
Customer journey maps in today’s multi-platform environment are a complex affair. We have curated content from the web to help you avoid major pitfalls, and create effective tools to impact customer experience.
The Personality of a CX Associate
When you think about what it takes to succeed as a customer experience (CX) associate, things like “a clear voice and a working laptop” might come to mind. And while these are certainly prerequisites to performing the basic job functions, we know that successful CX associates bring more than the bare minimum to these crucial roles.
White Paper
White Papers
Strategies to Lead a Successful Work-at-Home Contact Center
This white paper examines how WAH changes agent recruitment, equipment, training, team leadership and introduces new Human Resources (HR) and employment law issues.
The Future of Customer Service – What Your Business Needs to Survive and Thrive Post-Pandemic
The coronavirus pandemic has affected nearly every aspect of everyday life, including the way customers behave in the marketplace. How companies respond to the effects of the pandemic is shaping customer perceptions.
Guide: The Future of Customer Experience
Contact centers that are equipped for the future will rely on computational linguistics, artificial intelligence, and natural language processing to improve interactions with customers. A strong omnichannel approach, allowing customers to communicate via live agents or digital service depending on their preferences and the situation will be key. An approach promoting meaningful interactions can result in both happier customers and happier agents.
Case Studies
Rapid Staff Migration To Work From Home Model
As the first wave of the Covid-19 pandemic reached its peak and governments directed offices to close, it took us only 5 hours to plan a transition for 95% of our employees to work from home. Here is our story.
Achieving 100% Compliance and Massive Cost Savings for HVAC Clients in Canada
With our voice-assisted technology, we achieved 100% compliance, Saved CAD 230K annually, and achieved 100% in quality scores for HVAC clients requiring pre-sales verification, to comply with Bill-55 in Ontario, Canada. Read how we did it!
Reducing Past Dues And Recovering Millions With Modern Technology And Strategic Approach
The recovery approach of a major energy client in the US got a major overhaul with our modern technology & strategic approach. Our ‘Collections with Care’ method resulted in a 6x increase in outbound calls, a 186% increase in automated monthly payments, a combined reduction of $2.8M in past due 30,60, and 90-day buckets, and more. Here is how we did it.
Podcasts & Webinars
Leadership in Times of Crisis
When Covid-19 hit last year, members across all tiers of companies had to work through unprecedent situations. The move to virtual working environments, global lockdowns, blurring boundaries, changing family schedules lead to an initial disarray and panic. People who successfully lead teams through these times required uncommon approaches.
Energy 360 – Early Termination Fees
Early Termination Fee is baked into utility contracts to help protect the company, in the event that customers discontinue service mid contract. While its necessary, the charge is not always understood by the consumers. There is often resistance from them to pay the ETF and collecting this amount requires special tact.
Making your Customer Experience Management Disaster Proof
The remote workforce model opens up great opportunities and challenges for contact centers. While it opens up the chance to hire a mature talent pool, it poses a challenge to create secure and compliant work environments.
Videos
Explore our solutions and get a behind the scenes look at our contact centers.
Infographics
We’ve put together the industry’s latest research in beautiful visuals to spark new ways to learn.
How Change Champions Are Leading Our Work From Home Solution (WFHS) During COVID-19
Quality Is Our Culture Catalyst: How We’ve Enhanced & Accelerated Our Growth at CP360
Utilizing Emotional Intelligence To Fuel Creating Legendary Human Experiences
Why Your Companys Value Proposition Matters in 2020 & Beyond
Our Contributors
Asad Mirza
Chief Executive Officer
Tony Aiello
Chief Strategy Officer
Mark Rodrigue
Senior VP, Operations & Global Growth
Tracy Carter
SVP Work at Home Solutions
Elizabeth Sedlacek
VP of Client Relations & Partnerships
Wendy Hanlan
Head of Travel & Tourism Partnerships
Jessica Johnson
Head of Healthcare Partnerships
Asya Avagyan
Head of Automotive Partnerships
Adrian Barry
Senior Sales Engineer
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