Continuum Global Solutions Opens New Location in Cebu
Continuum Global Solutions, a global leader in the BPO industry, is pleased to announce the opening of a new contact center location in Cebu, Philippines. This new location will be home to more than 1,000 employees and acts as the newest showcase for our global operating model. Key global clients and local agents joined Continuum […]
Continuum Global Solutions and Sanas.AI Form Partnership to Further Enhance Customer Experience
July 27, 2023 –Continuum Global Solutions, a global leader in the BPO industry, is pleased to announce a partnership with Sanas.AI. By advancing the company’s AI agenda with this new partnership, Continuum agents can provide a local experience for customers while being a part of a global organization. Allowing agents from far reaching locals to […]
Continuum Global Solutions Expands Industry Portfolio with Acquisition of Faneuil, Inc.
September 12, 2023 –Continuum Global Solutions, a global leader in the BPO industry and digital customer experience transformation (CX), is pleased to announce the acquisition of Faneuil, Inc, a business process outsourcing company specializing in Public Utilities, Government and Healthcare services. The acquisition of Faneuil adds to Continuum’s growing industry vertical portfolio including Healthcare, Media […]
How an Agent-Focused CX Strategy Benefits Your Business
Agents are the single most important asset when it comes to great customer service. They function as your brand ambassadors, acting as the direct link between your company and your customers. It’s clear that improving customer experience is key to attracting and retaining customers. But that doesn’t mean only focusing on the customer’s perspective. We […]
Great CX Starts with the Agent: 4 Ways We Support Success
Customer experience is the difference between attracting and retaining customers or losing them to your competitors. Improving your customer experience requires taking a look at the agent experience. Is it confusing? Complicated? Inconsistent? Above all, customers want to have their needs met and problems solved with the least effort possible. But how can agents seamlessly […]
Why Agents Still Play a Key Role in the Omnichannel Journey
As the world of customer service becomes increasingly omnichannel-focused, there are many ways for customers to find assistance and resolve an issue. From self-service to chatbots and email to social media, your customers can choose the channel that works best for them, leading to better customer experience overall. With technology on the rise, you may […]
How We Set Agents Up for Success with Technology Training
Getting agents up to speed on your business quickly is essential for good customer service. While agent training typically has agents scribbling down notes or memorizing information, that’s not the right way to turn agents into experts on customer service technology, problem-solving, empathetic conversation— and your company’s mission. To build a team of knowledgeable agents, […]
How Workflow Software Boosts Agent and Customer Experience
The key to ensuring agents deliver excellent customer service is to simplify their job. When their jobs are easier, agents reach proficiency quicker and perform better. Agents represent you to the public, often being the only point of contact customers have for your brand. So it stands to reason that when agents are good at […]
The Importance of High-Quality Customer Service
As customers have more choices about the services they use and the companies they choose to provide them, all businesses must understand the importance of a stellar customer service program. Customers expect prompt, thorough, and effective customer service to be a phone call or a few clicks away. Companies must understand why customer service is […]
6 Reasons Why Outsourcing Customer Service Is Right for Your Business
As customers have more choices about the services they use and the companies they choose to provide them, all businesses must understand the importance of a stellar customer service program. Customers expect prompt, thorough, and effective customer service to be a phone call or a few clicks away. Companies must understand why customer service is […]