BPOs Must Rethink Social Media CX Provision
Remember the heady days of 2010? The world was recovering from the worst economic crisis since the end of the Great Depression; young and old mused aloud at which avatars would best represent us online; everyone grooved to Shakira’s Waka Waka in the wake of South Africa’s FIFA World Cup extravaganza. But, in the CX […]
Threads Launch Shows Social Media’s Importance for BPOs
The world is a strange place at the moment. And, just to confuse things even more, recently there was the launch of a new social network designed to outshine Twitter. The era of Threads has arrived. It adds even more uncertainty to the convoluted realm of social media, and outsourced customer experience management is not […]
Addressing the agent dynamics of outsourced content moderation
By Sean Goforth The task sounds straightforward: apply a set of decency rules to social media videos or images. That’s what many content moderators do every day. Yet, that glosses over the grim reality of how disturbing content moderation can be. “It’s digital…but it’s real life,” said one former moderator during a recent episode of […]
Social Media Capabilities Remain a Major CX Differentiator
Many outsourcing executives today question what contact channels need to be prioritized. It is a valid concern. While there is a plethora of choices, nobody should dismiss social media. Today, this channel pervades society, and its commercial application is significant. This should not be discounted by either BPOs or their clients as a way of […]
Is Social Media Losing its C-EX Luster?
Some fads stay, while others linger for a time before dissipating into the ether. When it comes to how consumers communicate with firms from which they buy goods and services, to date most channels have proven resilient. However, it is questionable if any have taken on the controversial nature of social media, which is now […]