Federico Castillo

Eliminating phone customer service, is it reliable? 

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Nothing new about companies choosing to completely remove phone customer service because of cost reduction and claims of finding more effective channels & alternatives to meet clients’ demands.   

A practice that is already well known in the social media industry and some FinTech companies, but recently, airlines. They all share one thing in common: to enhance the customer experience through digital channels, ensuring that no client will be left behind.   

Of course, this subject has sparked a series of debates, establishing various schools of thought on whether this is an issue to worry about.   

If you consider applying or eliminating phone customer service for your business or organization, stick around!   

How many people are still using phone customer service? 

It could be the first question to ask if someone considers such a decision. Aren’t many people still using phones as their primary source of attention? 

The short answer is, yes! 

Understood as a way to eliminate the need for written correspondence and enable making instant inquiries. It is currently the most popular because it reduces the time required to solve clients’ problems. 

Allowing more opportunity for both the agent and the client to connect through certain emotions like empathy, making the call more pleasant.  

According to data presented by Consulting firm Fifth Quadrant, found that for 71 percent of consumers, talking with a live agent over the phone was still the top preference, especially for registering complaints (66%), making purchases (62%), and asking technical questions (70%). 

This comes from the fact that most problems the customer might experience are a very specific type of problem, related to their account or process that by the end, will require assistance.  

Sometimes, leaving FAQ or live chat bots is almost useless since they are designed to solve easy tasks, they can’t really make choices or truly analyze (yet) if the process needs escalating.  

Imagine just a few scenarios, where you don’t recognize a few bank transactions, or need to book a hotel room ASAP, and your only options are live chat or email with no certainty of fast response, much less a resolution.  

Frustrating, right?  

Now, this is not a scenario that applies for every company or organization. But it is very possible one with the wrong partner or service providers.  

 There are some alternatives of the same nature that have been very reliable though their constant investment.  

Omnichannel media is becoming a must for more companies that desire to exceed their customer expectations.  

Especially considering that $62 billion is lost each year due to poor customer service. 

So, should I keep phone customer service?  

Keep in mind  that at the end of the day, it all depends on your business and what your customer’s needs.  

Maybe you have a product or service that runs completely on digital, so in case there is any need for assistance, maybe you can also provide excellent attention though other cost-effective digital channels.  

Especially if you have already considered the demand or volume of calls and requests.  

The truth is that not every business strictly needs phone customer service, but that means that you have other strong alternatives to resolve any possible issue.  

Also, you must also keep in mind that phone customer service lets you:  

Thank you for reading this blog, if you want to learn more about CX services, click here.  

Federico Castillo

In-house Vs Nearshore/Offshore- Let’s revisit 

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Nearshore and offshore are terms that have come to define one of the biggest decisions companies make when it comes to outsourcing.  

Should they outsource their work to another company in another country, or should they do it themselves? 

 In this blog, we’ll explore once again what nearshore and offshore mean as well as in-house and their respective advantages and important things to consider.  

What does outsource through nearshore/offshore means?  

Basically, it is the process where you hide external resources or capital to execute a specific operation or project.  

This includes a long list of industries and activities that can be performed by top talent outside of your country.  Like hiring a nearshore call center to attend to all your customer service needs, debt collection, web development, among other areas.  

In-House refers to the local employees or operations already or about to perform certain activities.  

Handling projects in-house.  

For a long time, depending on your local team to handle specific activities and operations was the norm. Naturally, because executives wished to have everything at reach in case a problem could arise.  

Having a team in-house is totally viable to establish the foundations and have a direct decision on skill setting.  

Also, shared values and vision are more of a possible reality when you set motivation goals directly every day.  

This is reinforced since in-house teams tend to be very efficient, as everyone is usually in the same place, working under the same system, making communication simple and fast. 

With these mentioned, if you consider having a full in-house team, then you also must consider the increasingly wages in western develop countries, and the specific demands within the job market.  

According to data from the SBA, on average, an employee costs 125% to 140% of their salary. 

This is something that could affect every type of business, especially small and medium ones.  

But things have changed in the last decade, since outsourcing solutions have become attractive every coming year.  

The main reason for this is the cost-effective aspect of the industry. Offering in a lot of cases the same quality, even an enhancement on certain activities by providing modern services and technology.  

VS outsourcing:  

Whether you decide to nearshore or offshore, the two options offer less expensive living costs for residents, reducing labor wages but with the possibility to offer even more in terms of bonuses and benefits.  

Furthermore, outsourcing companies constantly invest in professional staff and innovative tools to elevate CX operations, that way many businesses don’t have to worry about establishing certain departments or tool acquirement.  

Worried about other legal inquiries like recruitment, insurance, safety and processes follow-up?  

BPO got you covered, since it is a top priority to fulfill staffing requirements, including background checks and finding the right profiles.  

The cost of initial and ongoing training. Miscellaneous items, such as uniforms and protective gear where needed. 

And every process is followed, sending the necessary reports, just like any in-house teams. Executives can rest assured that they will be joined, all along the partnership with experts in the client services area.  

Conclusion:  

In summary, there are many benefits to in-house and nearshore/offshore outsourcing. 

 The ability to work with companies around the world is great for businesses, but it can also be a challenge if they don’t have the right processes in place. 

If that is the case, BPOs have become reliable in providing business development services so you can thrive alongside your product or service.  

 It is important that you find an experienced partner who will help guide you through this process so that there are no surprises along the way. We hope this article has helped clarify some of these issues! 

Thank you for reading our blog, you can learn more right here.  

Want to talk with? Love to meet you at our contact page.  

Federico Castillo

What are the biggest challenges for the Fintech Industry?

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Considered one of the most innovative & demanded industries internationally, the fintech industry has offered modern financial solutions through technology and digital tools for the last decade.  

Understood as a combination of the terms “financial” and “technology,” refers to businesses that use technology to enhance or automate financial services and processes. 

With a value of USD 112.5 Billion in the year 2021, is expected to grow around USD 332.5 Billion by the year 2028, following a Compound Annual Growth Rate (CAGR) of 19.8% over the forecast period, according to data presented by Vantage Market Research. 

Finding venture capital & the right investors.  

Although this is certainly a process more related to the startup phase of a fintech, due to its natural vision to grow and go worldwide, fintech’s usually rely heavily on considerable capital and investors.  

But this could become a challenge if the business doesn’t have a clear list of objectives or goal alignment between the investors.  

That is why it is so important to have a clear purpose and determine the list of factors venture investors are going to consider for the project.  

Whether you are in the development phase or even full-on operations, epam anywhere shares the following questions you must follow:  

  • What are the problems solved by the product? 
  •  Where are the potential risks to the business? 
  •  How big is the market opportunity?  
  • What makes the founders think the product will be successful?  
  • How will the investment capital be used to achieve the product’s goals 
Photo by RODNAE Productions

Competition in the fintech industry.  

Yeah, there are a lot of fintech’s offering great financial services, and a lot of them are already huge, but hey, they are not the same.  

Feeling confident about your product or service will be of great significance to know your value proposal once you determine to go B2B or B2C.  

Once you have that confidence and full knowledge of what your product offers, you will detect the business opportunities and the problems it could fix.  

Besides, there are a lot of areas fintech can attend from insurance, digital wallets, investments and more. The opportunities? A lot.  

Industry regulation.  

A very important subject that is constantly discussed, especially lately among experts and public figures.  

Finance, being one of the most regulated sectors, naturally, because of the very sensitive data and transactions it holds, raises a lot of standards and processes to secure safety and good practices.  

But in the fintech industry, many questions have been made about its safety and even legality, criticizing some practices as not very different from casinos.   

Although we could make another article explaining more in depth the whole processes involving regulation, for the moment, we are just going to point out fintech’s need to stay in touch, more than ever, about all the necessary policies and relevant information to share with the user.  

This could be in a specific section in the webpage or app, talking about general concerns and even financial education, in the format you prefer. Whether video, blog or even a certificate!  

Users also consult this type of information in different omnichannel media, like phone service, live chat or email.

Something achievable by specialized nearshore services providers.  

Data security.  

As mentioned, users appreciate some privacy in their finances.   

Securing that their money or transactions are safely secure from bad practices is imperative.  

Why? Cybersecurity company appsealing shares that the most preferred methods like one-time passwords, fingerprint, codes, although effective, are not invulnerable to cyberattacks.  

Recommendations to attend this area go from establishing an internal IT department, capable of processing and comply with the required cybersecurity certificates and constant supervision for compliance.  

Photo by Pixabay

User experience. 

For many years, we were subjected to not so cool customer attention from traditional financial institutions. Well, fintech’s could be credited with enhancing CX through real care and attention.  

Therefore, consumers have higher standards on how to receive attention and resolve a problem, and with that comes more demand within the different attention channels available for clients.  

The business may be going well, but you are receiving a lot of customer inquiries. Well, that is the moment to determine not only how you can obtain new clients, but also retain and ensure loyalty.   

But with all the rising costs and economic uncertainty, having alternatives to take care of your CX operations can be possible through a nearshore call center, lowering costs and securing efficient market reach and attention. 

Conclusion.  

We are in an exciting time where technology has brought us amazing tools and possibilities to improve or even satisfy our financial needs.   

FinTech’s will continue growing at a fantastic rate, which will also bring benefits for both the consumer and the company, but these challenges must be considered to thrive and adapt.   

Thank you for reading our blog; if you want to learn more, click here.   

Ready to delegate your operations and talk with the experts? Delighted to meet you.   

Federico Castillo

Best Ways To Thank Your Business Team 

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The end of the year is approaching, and it is the perfect time to appreciate your team’s effort.  

Showing appreciation for your team is essential to fostering an enjoyable and productive workplace.  

Whether you’re looking to thank your team for their hard work or to show that you recognize their efforts, there are many ways to thank your company team.  

Finding the right way to thank them will depend on the size of your team and the type of work they do, but with a little creativity, you can create a culture of appreciation and recognition that will help your team develop a strong bond and stay motivated. 

Read on to find the best ways to thank your company team! 

Why show appreciation to your team? 

When everyone feels valued, it creates a more positive and motivating work environment, which can have a positive impact on productivity and employee retention.  

A study by the Journal of Business and Psychology found that gratitude is linked to higher levels of job satisfaction and lower levels of turnover and absenteeism, so when you show appreciation for your team, you are encouraging a culture of gratitude that can help improve your entire business.  

One of the best reasons to show appreciation to your team is that most of the time, it costs nothing! 

When money is tight, it can be tempting to focus on the financial benefits of gratitude, but it’s also important to remember that it can have a powerful, positive impact on your team’s morale. 

Employee recognition programs 

If you want to thank your team for their hard work, one of the best things you can do is create an employee recognition program that recognizes employees for their achievements.  

You can create a program that recognizes employees for different reasons or categories like hard work, exceptional performance, and longevity with your company.  

The best way to create an effective recognition program is to start by identifying the goals behind it.  

Are you trying to boost employee morale? Is improving retention a priority? Are you simply trying to show your gratitude for the hard work your team has put in? 

Once you have identified your goals, you can create a program that is tailored towards addressing those subjects, boosting employee motivation.  

 
Team outings 

One of the best ways to thank your team for their hard work is to treat them to an outing.  

Whether it’s a trip to a nearby restaurant or a more elaborate getaway, team outings are a great way to show appreciation.  

When choosing an outing to thank your team, it’s important to keep in mind the size of your team and the type of work they do.  

The best way to select an outing for your team is to find something that will make your team members feel valued, but also something that fits within your budget. 

You can select the best team either by their metrics or a specific challenge.  

Also, you can pair your outing with a fundraising event, you can create a win-win situation for your team and the community at the same time! 

Thank you cards 

While thank you cards are a more traditional way of showing appreciation, they are just as important as other ways to thank your team.  

When writing thank you cards to your team members, it’s important to remember that the best thank you cards show real gratitude and are tailored to each person. 

For example, if one of your team members works in sales, you might want to write a thank you card thanking them for their incredible lead generation or appointments made.  

If you have a large team, you may want to consider writing a general, team-wide thank you card.  

With a team-wide card, you want to ensure that the card is personalized and tailored to the needs of your team members, while still staying general enough to be appreciated by all.  

Flexible working hours 

If you want to thank your team members for their hard work and dedication, one simple and effective option is to offer flexible working hours.  

Therefore, you can make it easier for parents to return to work and for employees to care for sick family members. 

Having a flexible work schedule can help improve employee satisfaction and make it easier for your team members to achieve work-life balance. 

Conclusion 

Showing appreciation and gratitude can be one of the most rewarding parts of being a manager or business owner. 

At the end of the day, they are the ones who keep the business going.  

 You can make your team feel valued and appreciated by celebrating small successes and being thoughtful.  

The best ways to thank your team are those that are thoughtful, personalized, and appropriate to your team members. 

Whether you choose to celebrate with a team outing, host a team meal, or write personalized thank you cards, the most important thing is that you show your team members that you value their efforts and appreciate their hard work. 

Thank you so much for reading our blog, if you want to learn more about BPO and work culture, you can read more articles here.  

Want to talk? We would love to meet you!  

Federico Castillo

Top Cities With BPO Growth For 2023 

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Since exploring the economic context of countries and markets is a fundamental part of our day-to-day, we couldn’t resist looking up what is ahead for the Business Process Outsourcing industry for 2023.  

What are the top places aiming to invest in and generate more opportunities for companies and their people? 

 
South Africa 

If you have been reading our latest blogs, you know South Africa has been a topic of discussion, becoming a preferred destination for BPOs searching for lower costs and stronger infrastructure.  

Its growing and competitive economy has created a positive environment for BPOs, especially given the country’s strategic location in the African continent.  

The country has a strong and well-developed communication infrastructure, competitively priced and skilled labour, and a stable and business-friendly government promoting specific industry agreements. 

 As BPOs continue to focus on increasing their overall profitability, they are also seeking more flexible and cost-effective solutions. 

Photo by Taryn Elliott

 
Poland 

Poland is a rising star in the BPO industry, and with good reason. With highly skilled labour, a strong and growing economy, and an efficient transportation infrastructure, this country is poised to become a serious contender in the BPO sector.  

There is a growing demand for BPO in the region, with a focus on customer care, software development and accounting.  

With a cost of labour that is 30 percent lower than the average for Western Europe and a strong cultural affinity with the U.S. and other Western countries, Poland offers a compelling business case for BPO. 

What is also interesting is the growth, expected to reach US$1.92bn in 2022. 

Photo by Mat Kedzia

 
Brazil 

Brazil is a big country that has a lot of room for improvement in the BPO sector.  

Its economy has been growing faster than many other countries in the region and has recently been growing at a faster pace. 

However, there is still a lot of room for growth in the BPO industry. The growing demand for outsourcing services in Brazil is attracting BPOs from countries like India and the Philippines.  

The country’s large population, growing middle class, and high internet penetration rate make it an attractive market for BPO. 

Highlighting data presented by the ShowWise consultancy, which highlights important points that have benefited the attractiveness of the country such as:   

  • Good business practices   
  • Constant growth in the Latin American region  

Specifically, its development and innovation aspect, for the strengthening of physical and digital infrastructure, declaring that for the closure of the year 2021, Brazil had over 35 company accelerators and over 90 manufacturing parks.  

Its Science and Technology Parks (STPs) have been promoting innovation and research while also supporting societal and financial development. 

Mexico 

Of course, we couldn’t skip our home! 

Mexico has been growing in its significance as an outsourcing destination for a while. The country has strong ties with the United States, and its membership in NAFTA (North American Free Trade Agreement) makes it even more attractive. 

Although there have been some controversies in the past months, negotiations have been established for the development of resolutions and has largely involved the energy sector.  

 The country has the largest English-speaking population in the Spanish-speaking world and a highly educated labour force.  

BPO in Mexico has been growing steadily, with more and more companies looking to outsource their customer care and IT services to Mexico. 

 
Malaysia 

Malasia, with its strategic geographical location, growing economy, and cost-effective labour, has become an attractive destination for BPOs.  

Intenational companies have been investing in this sector, as they see a huge potential for growth in the Southeast Asian region. Malasia has developed its own BPO sector, which is now worth about USD 2.5 billion.  

The country has a well-developed infrastructure, and its proximity to India gives it a competitive edge for BPOs. 

Photo by Zukiman Mohamad

 
Final Thoughts 

We hope that this article has provided you with an overview of what the future holds for the BPO industry.  

As you can see, there are many exciting and promising trends that can help BPOs find new and innovative ways to solve business challenges and provide valuable services. 

With the right strategies and technologies, BPOs can position themselves to capture the benefits of these trends and create a more engaging customer experience. 

Federico Castillo

5 customer service trends to keep an eye for 

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A new year is arriving and it comes with new possibilities and, of course, customer service trends that we need to stay in touch with.  

As one of our main objectives is to enhance our client’s CX, we investigated 5 interesting customer trends that will be game changers for every business.  

Virtual & voice assistants 

We’ve already explored this topic through omnichannel, so we know this is a major trend for this year.  

And with multiple products set to be released, voice assistants are likely to become even more popular.  

Great customer service is all about being accessible, helpful, and responsive. If you’ve ever tried to call a company during business hours only to be on hold for 30 minutes before giving up, then you know how frustrating this can be. 

With virtual assistants, companies can be more accessible. This can be especially helpful during high-volume times or when you’re in a pinch and need help in a hurry. 

Especially considering that companies have already invested in virtual assistants, being pretty functional and effective in resolving quick inconveniences.  

Photo by John Tekeridis

Artificial intelligence 

The world of customer service just got a lot more interesting thanks to AI. We’ve already seen some of how this technology has enhanced the customer service experience, but 2023 is likely to bring even more exciting developments.  

From predicting which customers are most likely to acquire to offer personalized recommendations, AI can help us to provide a much better experience for all our customers.  

What’s more, AI is already helping brands to automate certain customer service processes.  

And this is likely to become increasingly common in the coming year as more businesses begin to adopt this technology.  

If you’re looking to take your customer service to the next level, then AI is certainly worth exploring. 

Video content is key 

We already know that visual content is a powerful tool for engaging customers and encouraging them to buy.  

But what might come as a surprise is that it is also an extremely effective way to deliver great customer service. 

 Video is an extremely convenient way to provide customer service. Whether it’s through an FAQ page, a video tutorial, or even a live video chat, companies can make it easier than ever before to get the help or information they need.  

Moreover, the rise of social media has made video content even more important. It’s estimated that video will account for 80% of all internet traffic by next year.  

This means that video content is set to play a much bigger role in our daily lives than it already does. 

As such, it makes sense for brands to embrace this trend and make video content as central to their customer service as possible. 

Indoor positioning and beacons 

Most of us are likely to be aware of the rising popularity of beacons. But what many people might not realize is that this technology is set to expand in 2023 and beyond. 

In addition to being used in retail stores and public places, beacons are now used in other business areas, including customer service.  

For example, this technology can be used in call centers to provide employees with information about the customer they’re currently serving.  

This can help agents deliver a more personalized and seamless experience for customers.  

Another way in which beacons can be used in customer service is for indoor positioning purposes.  

By installing beacons at different locations throughout the building, companies can create a map showing where every representative is.  

This can be extremely helpful when customers need to speak with someone in person. Rather than waiting for someone to come to them, they can simply check their phone’s map for the nearest representative. 

Optimized delivery 

As more and more customers begin to shop online, delivery services are becoming increasingly important.  

But with so many different delivery services available, it can sometimes be difficult to know which one to pick. To make things easier for customers, many businesses now offer delivery “reports” or “scores”.  

This information can help customers make an informed decision and find the right service for them. 

 But just having this information available isn’t enough. Companies must ensure that it’s presented in a way that allows customers to understand it easily.  

And this is where customer service comes into play. Representatives need to explain the report or score in a way that’s easy to understand.  

They also need to be transparent about how the report was calculated and how the company works. 

Final thoughts 

When it comes to customer service, the possibilities are endless. What we’ve discussed here is just the tip of the iceberg, and these are only some of the trends we expect to see in the coming year.  

Undoubtedly, customer service will continue to evolve and improve as we move into 2023. 

And as customer service specialists, it is up to us to keep an eye on these trends to stay ahead of the game and provide the best experience possible for all our clients. 

Thanks for reading our blog; you can see more articles right here! 

If you would like to know how we can help you apply these trends, talk to us! 

Federico Castillo

Is your CX good enough for young travelers?

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The travel industry is going through an exciting transformation and recovery as millennials and Gen Zer’s become the majority of travelers. 

According to data by Deloitte and travel perk, Millennials currently make up 41% of travelers, with Gen Z accounting for another 19%. 

And this trend is only accelerating. By 2022, millennials will make up 49% of travelers, while Gen Z will account for 26%.  

This for different reasons, such as:  

With such a large segment of their target market shifting attitudes toward new experiences rather than materialistic vacations, many travel brands are struggling to keep up. 

 Are you ready to meet the needs of young travelers? If you’re not quite there yet, don’t worry–we have you covered with three quick tips you can consider on how to improve your customer experience as a travel brand and keep young travelers coming back again and again. 

Photo by Elle Hughes

Always-on digital accessibility 

As a travel brand, one of the most important aspects of excellent CX is making sure that all your digital channels are accessible to all customers. 

If a traveler encounters a website or app that isn’t accessible with a screen reader, or if a particular flight booking system isn’t compatible with screen readers or screen magnification software, it can make the entire process much more difficult and stressful. 

In other words, young people like fast, responsive and user-friendly channels to look for the perfect gateaway.  

Luckily, there are many ways to make your digital channels more accessible. You can start by making sure all your page or apps have real images of the destination/place, optimized and verified information to give more clarity and relevant info to consider.  

You can also look into making your phone booking and assistance systems accessible with features like speech recognition software and text-to-voice functionality. 

Digital attention through email, live chat or call is a must to follow up any request the customer might require.  

 
Clear and transparent communication 

Another important aspect of CX is how you communicate with your customers, both before and after their trip. If a traveler feels confused about their trip, their options, or how to book their desired experience, they may end up booking with a different company.  

If a traveler feels like the company is hiding information from them, or if they feel like the company doesn’t care about helping them, they’re less likely to book with you again in the future.  

Personally, I always check on policies and hidden fee information, that way I don’t get any surprises at the reception! Show every fee!  

There are many ways to improve the transparency of your communication with customers.  

You can start with good general FAQs, or even a blog where travelers can ask questions and get answers.  

You can also make sure that your customer service team is trained to communicate clearly and in a non-judgmental way with all customers, without being condescending or overly helpful. 

Everyone deserves to enjoy a nice trip, so making them feel the right way will give an extra sense of comfort & security.  

Image by tonodiaz on Freepik

 
Flexibility 

Millennials and Gen Zer’s are a very independent bunch, and they value flexibility in their traveling experiences. If you offer a variety of flexible options for your customers, it can help make their traveling experience easier and more enjoyable.  

Another survey by Deloitte explains how our generation are living paycheck by paycheck, due to different economic elements. Still, we can enjoy a good trip.  

This might include things like free cancellation policies, free seat changes, free checked bag policies, or even things like in-flight meal options.  

If you offer too many of these things, though, you may alienate other travelers who don’t want or need all those options. So, your data will be a great ally.  

You can improve your flexibility by making sure the options you offer are clear and easy to understand. 

 For example, instead of offering a free checked bag option, you can offer a free second bag. This way, you’re still offering a good benefit, but it’s not as strong as the first option.  

Also, hotels can offer special discounts on the days or months they know the market presents low assistance.  

You can also make sure you have a good reason for offering each of these benefits. 

 Communicate through your digital channels these benefits to have more response.  

Image by Freepik

Final thoughts: 

Overall, the travel industry is changing, and travel brands need to change with it. Whether you’re targeting Millennials or Gen Z, or you simply want to improve your CX for everyone, these tips can help you create a better experience for your customers. 

Whether you use these tips to improve your current practices or to start fresh, you’ll be sure to see an improvement in your CX. 

Thank you for reading our blog; if you want to like to see more, click here.  

Want to know us better and how we can help your travelers? Talk to us!  

Federico Castillo

Is it important to deliver great CX for the gaming industry? 

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For the past few decades, the gaming market has been growing at an exponential rate. Already with a worth of US$197.00bn in 2022.  

This trend is expected to continue, and analysts predict that it will become an industry worth $ US$285.00bn by 2027. 

 The popularity of constant & endless games can partly be attributed to their immersive and engaging user experience.  

As such, a lot of effort goes into creating a seamless user experience for gamers – not only when they first use your product but also throughout their entire journey as customers. 

The importance of customer experience in the gaming industry 

Customer experience is more important than ever in the gaming industry. 

Gaming companies are under pressure to deliver great customer experience, and it’s a competitive advantage. With so many gaming companies competing for players and their time, you need to give them compelling reasons to choose you over your competitors. 

Especially considering that new releases can cost up to $120 US dlls, gamers demand a seamless experience, not only on the game itself, but customer service & tech support.  

Whether we are installing the game or playing it, we can encounter a diverse number of factors that can affect the user experience and immediately require a special follow up.  

These products are made to offer some sort of escape & entertainment, and at the same time, an added value, so when customers experience a glitch or a failed purchase, it’s more than fair to expect an excellent CX to ensure loyalty and retention.  

If you want your customers to stick around, then delivering an exceptional customer experience is key. 

The gaming market is bigger than ever 

  • Gaming is bigger than ever. 
  • The gaming market is growing at a fast pace. 
  • The reason for this growth? Innovation & demand.  
Photo by JESHOOTS.com

Customer experience – a growing trend 

Customer experience is a growing trend in the gaming industry. In fact, it’s becoming so popular that it’s almost impossible to find any players who don’t care about the way they’re treated by developers and publishers.  

You see, CX is important because it helps build brand loyalty. When people feel like they’re being looked after properly, they tend to keep playing your games instead of switching to another developer or publisher with better service—and that means more sales for you! 

But why do videogames keep growing each year? What is the secret?  

Well, to answer that, the consulting firm Bain & Company shared important points to consider on this modern phenomenon:  

  • Growth in consumer demand through streaming content, events and attractive properties 
  • Technology advancement  
  • Monetization models taking off  

On top of that, great customer experience can actually be measured and improved upon; which means once you’ve set up your system for delivering an awesome CX strategy across all parts of your business (like contact centers), there are plenty of ways to keep track of its success. 

Are you doubting how to set up your CX strategy or maybe enhance it? That is how the business outsourcing industry helps, especially nowadays, though nearshore solutions to secure a language bridge between great service and your customers.  

Listen to your players; they are your most valuable source of information. 

You want all the special data that is going to give you the key to keep offering great experiences? Ask and listen to the people who consume them.  

Your players are going to tell you what they like and don’t like about your game, what they want from it, and what they want from your company.  

Listen carefully and take their suggestions seriously because these will be invaluable to creating a better gaming experience for everyone. 

And be prepared to expect everything and anything.  

Image by DCStudio on Freepik

Final Thoughts:  

The gaming industry is a growing market, and customer experience is a crucial part of that growth.  

By listening to your players, you can make sure you’re delivering the best possible experience for everyone involved.  

Thank you for joining us on this blog, if you would like to learn more, you can click here.

Are you ready to enhance your gamers experience? Talk to us, we want to know you.

Federico Castillo

How is data mining & analysis helping the healthcare industry? 

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Let’s start by saying that data mining is a technique through which useful information and knowledge can be obtained from a large amount of data.  

It helps obtain valuable insights into your business, customers, or other areas by analyzing structured and unstructured sources of information. 

This method, applied in the healthcare industry, can give accurate patient records that enable the physician to make effective decisions at the right time.  

This technique is of great value in the healthcare industry as it can potentially predict and prevent serious diseases in patients.  

Sounds cool, right?

In addition, it can bring huge savings for both doctor and patient. Information obtained from data mining also helps the doctor to provide better treatment for a specific disease. 

 For example, data about a specific disease or condition can be used for developing a treatment strategy. Especially if followed by previous cases.  

Using this type of technique, new research fields could be discovered in healthcare, relying on the knowledge extracted from an extensive database.  

Experts considering this an effective method for effective decisions.  

Important for disease prevention:  

As previously mentioned, one of the essential features that data mining offers doctors is its ability to predict or forecast which patients are at a higher risk of getting severe diseases such as heart attacks or strokes. 

 Suppose a doctor knows which patients are at risk of getting severe diseases.  

In that case, they can provide better treatment decisions like recommending preventive surgeries or prescribing medicines before any symptoms appear so that they don’t develop into severe conditions later on.  

Data mining also helps doctors find new research fields where their findings may likely benefit other medical professionals working on similar projects worldwide too! 

The development of different strategies is also a possibility, through data refinement to share information.  

Information obtained from data mining also helps doctors provide better treatment for a specific disease. For example, data about a specific disease or condition can be used for developing a treatment strategy. 

Discovery through large databases  

Additionally, they have identified genetic markers associated with certain rare diseases through their analysis of various DNA samples taken from individuals suffering from similar ailments. 

 These types of findings could not be discovered without using these techniques because there would be too much information for anyone (or team) alone! 

So, healthcare companies need to realize how vital it is to structure and hire the right number of professionals to obtain not only the data, but also ensure a great CX for a sensitive matter.  

Bringing diverse solutions to patients:  

Data mining and analysis is an important tool that can help doctors make better decisions.  

This technique has been quite beneficial in different businesses to analyze databases and get an insight of customer behavior towards products and services offered by specific businesses, establishing better relationships with them. 

 It has enormous potential to help healthcare providers by providing a more affordable solution for patients through innovative approaches such as treatment methods and drugs. 

Data mining can also be used to monitor the progress and improvement of a patient’s health status after undergoing treatment, which will enable doctors to identify any abnormalities that may interfere with their recovery process.  

All possible with the right follow up to attend every case and individual.  

Image by DCStudio on Freepik

Special insights

In addition, data mining helps healthcare organizations to gain some insights into their patients’ behaviors so they can improve them or modify their services accordingly. 

 For example, suppose a doctor notice many people complaining about specific symptoms after taking a particular drug from his clinic.  

In that case, he should investigate whether there is anything wrong with it or not rather than ignoring these complaints simply because most of them do not have any serious impact on health condition. 

 If several people who use this drug face similar problems, then there might be something wrong with the medication itself, so it should be recalled immediately before causing further damage to human life. 

Nowadays, data mining techniques are getting popular among most medical institutes to solve complex issues associated with patient care management systems (PCMS).  

Implementing PCMS greatly helps doctors in the treatment process by making the correct diagnosis at the right time, reducing the risk factor related to any health condition. 

In addition, it can also help identify various factors that can affect an individual’s health condition.  

For example, if a patient has some allergies, they should regularly check for pollen count in their location and try not to go outside during these periods. Just like my case a few months ago.  

The same applies to other weather conditions, such as rain, etc., which may adversely impact their health due to certain bacteria present in soil or water bodies. 

Henceforth, it is very important for everyone who wants better living standards to rely on data mining techniques instead of blindly following conventional methods used by many physicians nowadays, like prescribing medicines without knowing whether they are suitable for them! 

Final Thoughts:  

This is how data mining helps the healthcare industry. This method extracts useful information from large amounts of data and apply it to improve the patient care management system, ultimately benefiting both doctor and patient. 

Hope you find our blog interesting, if you wish to read more, you can click here.  

Are you ready to follow up your clients and give them great CX? We would love to hear from you.  

Federico Castillo

The importance of promoting well-being in your organization 

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We all (or should) have as a main objective, develop a work culture that encourages the general well-being of employees. 

The employee will always be the basis of production, and production is what will give the company results and, indeed, a return on investment if the conditions in which they find themselves are appropriate. 

So, it makes sense that if we make sure that the foundation of everything feels right, then everyone can win. 

 That is why, on this occasion, we will address why it is essential to promote wellness and its activities with the staff of your company/organization. 

What is wellness at work? 

Basically, the support that ensures the employee has all the tools and guides to feel good about themselves, their work, and their results. 

Acquirable by different means, either by the leadership in a department, activities developed by the company, such as cultural weeks, sports, incentives, or specialty workshops. 

Another way to understand it is to ensure-through different means- the employee’s physical and mental well-being. 

What can we expect if we take care of our general well-being? 

We can find many variants that can benefit your company by ensuring said well-being. 

Effectively,a survey conducted by CIPD, shares the following points as the most notable: 

  • A healthier and more inclusive culture. 
  • Better work-life balance. 
  • Better employee morale and engagement. 

It is important to highlight these benefits because, for a long time, the issue of well-being and especially mental health, was a topic that was not addressed at work. 

Fortunately, through different studies, the stigma has been increasingly reduced, and the numerous benefits for both the worker and the company from the levels of production and engagement are demonstrated. 

Now, please don’t assume that all of this comes by itself. Despite these topics being promoted more frequently, there is still evidence that not all employees build the trust to speak up about their concerns. 

It is everyone’s job. 

Precisely because of what was mentioned, it is important to involve all members of the organization or company to resolve the importance of the topic. 

Ideally, everyone, from owners, directors, and managers to all involved in their respective operations, is motivated to get involved. 

This aims to guarantee the proper development of programs and activities to benefit general well-being. 

Some ideas: 

Good leadership: One of the most basic ways to ensure that all workers feel good is to have a guide who shows them the scope of objectives through legitimate interest and care for the work environment. 

Recognition programs: A topic we have already mentioned in another of our blogs is to have programs that motivate and recognize work and effort. This could be achieved through diplomas, bonuses, or honorable mentions at events. 

Activities and specialty workshops: You have area professionals; together, you could lead fantastic activities that share knowledge and skills that many people will undoubtedly appreciate! 

Thanks for reading our blog. You can read more here if you want to know more about the world of BPO. 

Do you want to know more about how we help companies achieve their goals? Contact us; we would love to hear from you. 

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