United States
Canada
Mexico
Colombia
El Salvador
South Africa
Jamaica
Philippines
India
Egypt
Greece
Resources
Recent Case Studies
Transforming Customer Experience at Scale
See how we scaled support 3X, improved FCR and QA, cut handle time by 31%, and became the top-ranked global CX vendor.
Boosting Customer Satisfaction and Sales Performance through Strategic CX Support
Discover how a home protection provider doubled conversions, reduced errors by 54%, and increased retention using strategic sales and CX support.
From Cold Calls to Closed Deals How ContactPoint360 Boosted Energy Sales
See how a U.S. energy firm achieved 57% more conversions and 100% TCPA compliance through AI-enabled sales optimization and coaching-led execution.
Recent CX Insights
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.
Personalizing The Omnichannel Journey: Insights for Contact Center Operations
Across various industries, companies are shifting their approach to become more customer-centric, which leads to the reorganization of customer care strategies. Traditionally, cost was the primary consideration for customer care, resulting in a focus on efficiency. Today, however, executives realize the strong impression that customer experiences make.
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.
Recent RFP Templates
Call Center RFP Template
The ultimate solution for businesses looking to find the right vendor for their contact center requirements.
Healthcare RFP Template
Our Healthcare Call Center RFP Template helps leaders efficiently assess vendors to enhance patient experience.
Utilities RFP Template
Recent CX Toolkit
Call Center QA Scorecard Template
Track and improve agent performance to enhance customer satisfaction.
BPO Transition Checklist
Ensure seamless CX operations when shifting to an outsourced model.
Customer Experience (CX) Audit Checklist
Uncover CX gaps and opportunities across the entire customer journey.
Recent Videos
Welcome to ContactPoint360
Andrés Angulo Success Story
Working From Home Tips for Success
Recent Podcasts
CXplorers: Human + AI – Unlocking the Future of Integrated Intelligence
Don’t miss this insightful discussion on the future of AI in customer experience. Like, comment, and subscribe for more episodes on AI and customer service innovation!
CXplorers: Next-Gen Service – What AI Means for the Future of Customer Experience
Don’t miss this insightful discussion on the future of AI in customer experience. Like, comment, and subscribe for more episodes on AI and customer service innovation!
CXplorers: How AI Predicts and Shapes Customer Behavior
Unveil the predictive power of AI in Episode 4 of “CXplorers by ContactPoint360!” 🚀 Join hosts Daniel Cheung, VP of Enterprise Partnerships, and Jasper Nastor, Lead Architect, AI-Driven Solutions, as they delve into the fascinating world of AI and its ability to predict and shape customer behavior.
Recent Webinars
CXplorers: Human + AI – Unlocking the Future of Integrated Intelligence
Don’t miss this insightful discussion on the future of AI in customer experience. Like, comment, and subscribe for more episodes on AI and customer service innovation!
CXplorers: Next-Gen Service – What AI Means for the Future of Customer Experience
Don’t miss this insightful discussion on the future of AI in customer experience. Like, comment, and subscribe for more episodes on AI and customer service innovation!
CXplorers: How AI Predicts and Shapes Customer Behavior
Unveil the predictive power of AI in Episode 4 of “CXplorers by ContactPoint360!” 🚀 Join hosts Daniel Cheung, VP of Enterprise Partnerships, and Jasper Nastor, Lead Architect, AI-Driven Solutions, as they delve into the fascinating world of AI and its ability to predict and shape customer behavior.
CXplorers: Beyond the Hype – The Technical Foundations of Generative AI Explained
Get ready to dive deep into the world of Generative AI with Episode 3 of “CXplorers by ContactPoint360!” 🚀 In this episode, hosts Daniel Cheung, VP of Enterprise Partnerships, and Jasper Nastor, Lead Architect, AI-Driven Solutions, take you Beyond the Hype to uncover the technical foundations that make Generative AI a game-changer.
CXplorers: How Generative AI is Shaping the Future of Customer Behavior Prediction
In the second episode of “CXplorers by ContactPoint360,” hosts Daniel Cheung and Jasper Nastor explore the cutting-edge applications of Generative AI in predicting customer behavior. Discover how AI can forecast customer needs, personalize experiences, and drive strategic decisions in the customer service industry.
CXplorers: AI Unveiled – Navigating Generative AI’s Perils, Ethics, & Customer Service Revolution
Discover the transformative power of Generative AI in our first episode of “CXplorers by ContactPoint360.” Hosts Daniel Cheung and Jasper Nastor delve into the ethical considerations, potential pitfalls, and revolutionary impacts of AI in customer service
Collections During Covid-19
Debt Collection has shown interesting trends during the on-going Covid-19 pandemic. In the wake of relief measures rolled out by the government, studies noticed a 50% increase in lump-sum payments towards debt compared to last year.
Facing Change Head-On with QaaS
Two key factors determine how well energy companies do at winning and retaining customers – the ability to control costs and offer competitive rates and the ability to provide top-notch end-to-end customer experience.
RPA in Energy
North America’s energy and utility sector has legacy systems and technologies that mar the customer experience. Customers tend to interact with Energy companies when they want to start or change service, pay bills, contest bills, or lodge complaints—the easier these interactions, the better the experience – simple as that.
Top 3 CX Trends
Tune in to hear Elizabeth talk about the past, present and near future of the customer experience and the top global trends to follow in rebranding your CX playbook!
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.
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.
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.
Webinar: Canadian Electricity Association Spotlights CP360 in Speech Analytics and Voice AI for CX
Our in-house experts Elizabeth Sedlacek, VP of Client Relations and Partnerships and Mark Rodrigue, Senior Vice President speak about AI Speech Analytics technologies and its revolutionary effect on driving process transformations, at a webinar hosted by Canadian Electricity Association and moderated by David McKendry.
Recent Thought Leadership
Streaming Is On-Demand. So Is Service: Fred Kleiman’s Blueprint for Modern CX
Explore how Fred Kleiman delivers Modern CX at Tennis Channel, real-time, human-first support designed for today’s on-demand world.