Insights
Dive into our curated infographics and video resources to get the latest industry trends and spark new learnings.
Customer Spotlight
Blog
From Care to Claims: The Role of Medical Billing Outsourcing in Modern Healthcare
Picture this: an end-to-end solution where health care professionals give their undivided attention to patients’ wellness while specialists work out the delicate steps of codes, claims, and compliance. That is why you need to outsource your medical billing services.
Mastering Holiday Time Customer Support: 6 Steps to Elevate the Customer Experience
Offering outstanding holiday time customer service is critical as companies prepare for their peak time.
Beyond Boundaries: Enhancing Public Service Reach through Call Center Outsourcing
Call center outsourcing comes forth a new age solution beyond borders that is making public service delivery more accessible and responsive. This blog sets out to explore far-reaching influence of outsourcing and call centers in public sphere.
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
Chatbot Success Stories | Airline Industry – ContactPoint360
Uncover the Chatbot success story by delving into how ContactPoint360 boosted chatbot performance to enrich customer interactions for a Canadian airline.
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!
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
Cheif Executive Officer
A 10+ year veteran of the contact center industry with leadership experience across innovation, marketing, and operations.
Mark Rodrigue
Senior VP, Operations & Global Growth
Mark brings 20 years of senior Sales and Operations management experience and is an expert growing and developing contact center services.
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