Part 5
Expert CX by CX experts
You’re an expert in your industry, and you’re disrupting your market. But you can’t be an expert in everything, and that’s where business process outsourcing comes in.
Focus on the core business you’re an expert in and leave the customer experience to experts. Choose the right partner, one that’s well versed in all the aspects of excellent CX — people, process and technology.
People
Team up with a partner that can offer expert agents, knows your industry and can leverage training to get to know your company and the specifics about your brand.
With the employee experience playing a major role in the quality of your CX, your customer service associates need good working conditions and efficient tools to be at their best when helping your customers.
Another important aspect to consider is the capacity to scale. As your organization grows, so should your customer service. And don’t forget about geographic expansion. Make sure to choose a partner that has the flexibility and scalability to provide the national or global footprint you want.
Process
The right outsourcing partner is one that can help you set up processes to support your customer service. Location, service hours, contact channels... when you start from scratch, you need a partner that has the necessary experience while showing agility to adapt to your specific and unique needs.
Choose a partner able to guide you through the entire setup of your customer service and stay by your side all through the journey.
To maintain a healthy business that’s not just stable but grows consistently while delivering world-class service, it’s fundamental to have the correct operational standards and processes in place.
Technology
Which tools and technologies are right for you depends on your needs and the processes and channels you want to implement. Faced with an ever-growing number of software and solutions, make sure you choose a CX expert who can guide you in your choice and adapt the technology stack.
Foundever can give you access to a vast array of technology solutions, including proprietary tools such as a unified agent desktop and comprehensive training solutions and partnerships with major players in the field of AI, data mining, bots, social listening and more.
We have the expertise to help you build a technology stack including the latest technologies such as generative AI and implement it efficiently.
Key takeaways
Scalability and geographic expansion
When planning for scalability and geographic expansion, choose a BPO partner that can flexibly grow with your organization and provide a national or global footprint.
Quality assurance and consistent operations
Invest in training and tools for quality assurance and consistent operations to ensure continuous improvement in CX while prioritizing data security.
Assess your technology
Assess your technology needs, considering the processes and channels you want to implement for CX. A BPO partner can guide you in selecting the right tools and adapting your technology stack.