Dive into our curated infographics and video resources to get the latest industry trends and spark new learnings.
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.
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.
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.
This white paper examines how WAH changes agent recruitment, equipment, training, team leadership and introduces new Human Resources (HR) and employment law issues.
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.
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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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.
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!
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
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.
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.
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.
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
SVP Work at Home Solutions
Head of Healthcare Partnerships
Senior Sales Engineer
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