Optimizing Your Customer Experience (CX)
Across Digital Support Channels
By: Lanze Zingale
Executive Vice-President and General Manager – Sykes Enterprises, Inc.
Customers want easy and fast answers. Where they turn for support varies based on a number of factors. These include individual preferences, support channel availability, and the perceived or realized effort involved in getting a resolution. With the use of chat, social media care and email support on the rise, one thing remains clear: brands that effectively digitize the customer experience will gain a distinct competitive advantage. Businesses hoping to thrive in this environment must deliver a seamless customer experience across channels, including chat, social media and web- based self-help tools.
What makes Costa Rica talent so special?
By: Gina Solari
Director of Transitions & Communication – Intertec International
Costa Rica is well known for our beaches, volcanoes, breathtaking landscapes and our “green eco-friendly” efforts as we proudly host 5% of the worlds biodiversity. What many might not know, is that Costa Rica’s economy drastically changed with the arrival of Intel’s operation to our country in 1996, when they decided to establish a cutting-edge chip assembly factory as well as support several regional back office processes for their North and Latin American business centers.
3 Reasons to Outsource Your Digital Production to Costa Rica
By: Elizabeth Arroyave
Is your company looking for ways to be more profitable or accelerate growth? Maintaining a leading market position includes continuously adding new strategies and channels to your existing marketing mix, and refining existing ones.
As you consider approaches to growing your business while staying ahead of your competitors and increasing profitability, there are always two choices in front of you – to either hire internally or outsource.
To make the right choice, you should evaluate the benefits of hiring an outsourcing digital agency instead of ramping up your staff. And if outsourcing is the right option, you should consider looking for a nearshore business partner.
Before making your final decision, take these points into consideration:
1. Outsourcing reduces costs and risks. This means minimal management and less HR involvement in your business processes. You can also negotiate a preferred rate with your business partner, based on your specific needs, and you can stop worrying about holidays and annual leave for the outside staff.
2. You’ll be able to focus more on your core business. You should be investing your company’s time where it’s most effective, selling your services, and not ramping up, interviewing, and testing your new hires. When you work with a nearshore partner, they will be focused on providing your company with the talent and technology your projects need.
3. You can leverage on-demand services. When your employees are fully engaged in their day-to-day work, it is often difficult to find time for new projects. An outsourcing agency can serve as an extension of your own team and you can get them involved on projects when you need some extra help. This makes it simple to scale your marketing efforts as needed.
Remember, when considering outsourcing, you should evaluate your costs, how to enable your core business functions, and solve your workload issues. And when evaluating de capabilities of a nearshore business partner, you should consider the political and financial stability of the country they operate in, the availability of skilled workers, the stability of the business environment, among others.
Thanks to our well-educated workforce, excellent English-language skills, strategic location, sable investment environment and solid reputation, Costa Rica consistently ranks at the top of the leading outsourcing indexes.
In Costa Rica, quality, innovation and productivity are written in our DNA, and we offer great talent to our partners!
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