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Recent CX Insights

Personalizing The Omnichannel Journey: Insights for Contact Center Operations

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.

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The Future of Customer Experience

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.

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Recent RFP Templates

Call Center RFP Template

The ultimate solution for businesses looking to find the right vendor for their contact center requirements.

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Healthcare RFP Template

Our Healthcare Call Center RFP Template helps leaders efficiently assess vendors to enhance patient experience.

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Utilities RFP Template

Fast-track your request for proposal procedure with our template built for modern utility providers.

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Recent CX Toolkit

Call Center QA Scorecard Template

Track and improve agent performance to enhance customer satisfaction.

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BPO Transition Checklist

Ensure seamless CX operations when shifting to an outsourced model.

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Customer Experience (CX) Audit Checklist

Uncover CX gaps and opportunities across the entire customer journey.

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Recent Videos

Welcome to ContactPoint360

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Andrés Angulo Success Story

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Working From Home Tips for Success

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Recent Podcasts

CXplorers: How AI Predicts and Shapes Customer Behavior

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.

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Recent Webinars

CXplorers: How AI Predicts and Shapes Customer Behavior

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.

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Collections During Covid-19

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.

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Facing Change Head-On with QaaS

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.

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RPA in Energy

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.

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Top 3 CX Trends

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!

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Energy 360 – Early Termination Fees

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.

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Leadership in Times of Crisis

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.

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Recent Thought Leadership