{"id":6553,"date":"2022-05-12T21:02:27","date_gmt":"2022-05-12T21:02:27","guid":{"rendered":"https:\/\/bitsypixel.com\/clients\/bpo\/?p=6553"},"modified":"2022-05-12T22:06:20","modified_gmt":"2022-05-12T22:06:20","slug":"the-socap-recap-finding-new-pathways-to-cx","status":"publish","type":"post","link":"https:\/\/bitsypixel.com\/clients\/bpo\/the-socap-recap-finding-new-pathways-to-cx\/","title":{"rendered":"THE SOCAP RECAP \u2013 Finding New Pathways to CX"},"content":{"rendered":"<p><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-1 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"background-color: rgba(255,255,255,0);background-position: center center;background-repeat: no-repeat;border-width: 0px 0px 0px 0px;border-color:#e2e2e2;border-style:solid;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start\" style=\"max-width:1216.8px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><\/div><style type=\"text\/css\">.fusion-body .fusion-flex-container.fusion-builder-row-1{ padding-top : 0px;margin-top : 0px;padding-right : 0px;padding-bottom : 0px;margin-bottom : 0px;padding-left : 0px;}<\/style><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-2 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"background-color: rgba(255,255,255,0);background-position: center center;background-repeat: no-repeat;border-width: 0px 0px 0px 0px;border-color:#e2e2e2;border-style:solid;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start\" style=\"max-width:1216.8px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-0 fusion_builder_column_1_1 1_1 fusion-flex-column\"><div class=\"fusion-column-wrapper fusion-flex-justify-content-flex-start fusion-content-layout-column\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-text fusion-text-1\"><p><strong>CX Technology <\/strong>has evolved with the customer journey during the pandemic. Businesses were compelled to augment operations in cloud models to meet modern customer demands, especially in light of increased contact-less delivery.<\/p>\n<p>Last week SOCAP hosted its much-anticipated <strong>CX <\/strong>Spring Symposium 2022 <em>\u2013 Discovering New Pathways,<\/em> sharing pandemic-transformation discoveries on the same topic, in which Premier BPO was a sponsor <strong>partner<\/strong>. Our leadership was present at all the major industry sessions and gave insights into the event&#8217;s happenings, revealing what the experts had shared: industry best practices, <a href=\"https:\/\/bitsypixel.com\/clients\/bpo\/blog\/five-emerging-customer-experience-cx-trends-2022\/\">emerging CX trends<\/a>, and lessons learned from last year.<\/p>\n<p>Here\u2019s a short recap of all the exciting things that our leadership participated in during the conference, with exclusive takeaways from the following sessions:<\/p>\n<\/div><ul class=\"fusion-checklist fusion-checklist-1\" style=\"font-size:18px;line-height:30.6px;\"><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">\n<p><strong>Session by Dan Gingiss<\/strong> \u2013<em> How A Remarkable Customer Experience Can Be Your Best Sales and Marketing Strategy<\/em><\/p>\n<\/div><\/li><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">\n<p><strong>Session by Miriam Liszewski (Google) and Jon Jessup (1440)<\/strong> \u2013 <em>The Future of Consumer Engagement and Conversational Commerce<\/em><\/p>\n<\/div><\/li><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">\n<p><strong>Session by Sylvie Di Giusto<\/strong> \u2013 <em>You Have 7 Seconds<\/em><\/p>\n<\/div><\/li><\/ul><div class=\"fusion-text fusion-text-2\" style=\"margin-top:30px;\"><p><img class=\"alignnone wp-image-6554 size-full\" title=\"Premier BPO Takeaways from SOCAP Spring Symposium\" src=\"https:\/\/bitsypixel.com\/clients\/bpo\/wp-content\/uploads\/2022\/05\/women-in-the-workforce-2022-the-female-labor-crisis.jpg\" alt=\"Premier BPO Takeaways from SOCAP Spring Symposium\" width=\"880\" height=\"450\" srcset=\"https:\/\/bitsypixel.com\/clients\/bpo\/wp-content\/uploads\/2022\/05\/women-in-the-workforce-2022-the-female-labor-crisis-200x102.jpg 200w, https:\/\/bitsypixel.com\/clients\/bpo\/wp-content\/uploads\/2022\/05\/women-in-the-workforce-2022-the-female-labor-crisis-300x153.jpg 300w, https:\/\/bitsypixel.com\/clients\/bpo\/wp-content\/uploads\/2022\/05\/women-in-the-workforce-2022-the-female-labor-crisis-400x205.jpg 400w, https:\/\/bitsypixel.com\/clients\/bpo\/wp-content\/uploads\/2022\/05\/women-in-the-workforce-2022-the-female-labor-crisis-600x307.jpg 600w, https:\/\/bitsypixel.com\/clients\/bpo\/wp-content\/uploads\/2022\/05\/women-in-the-workforce-2022-the-female-labor-crisis-768x393.jpg 768w, https:\/\/bitsypixel.com\/clients\/bpo\/wp-content\/uploads\/2022\/05\/women-in-the-workforce-2022-the-female-labor-crisis-800x409.jpg 800w, https:\/\/bitsypixel.com\/clients\/bpo\/wp-content\/uploads\/2022\/05\/women-in-the-workforce-2022-the-female-labor-crisis.jpg 880w\" sizes=\"(max-width: 880px) 100vw, 880px\" \/><\/p>\n<h2><strong>Premier BPO Takeaways from SOCAP Spring Symposium<\/strong><\/h2>\n<\/div><ul class=\"fusion-checklist fusion-checklist-2\" style=\"font-size:18px;line-height:30.6px;\"><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">\n<p>The W.I.S.E.R factor &#8211; 5 keys to creating a remarkable CX (Witty, Immersion, Shareable, Extraordinary, Responsive) \u2013 from the experience-maker (Dan Gingiss)<\/p>\n<\/div><\/li><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">What customers want \u2013 5 things in descending order:<\/p>\n<ul class=\"conditions\">\n<li>Care<\/li>\n<li>Trust<\/li>\n<li>Excellence \u2013 How do you show this?<\/li>\n<li>Creativity \u2013 Displaying the \u2018wow\u2019 moment<\/li>\n<li>Clarity \u2013 Simplicity and precision in terminologies<\/li>\n<\/ul>\n<\/div><\/li><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">\n<p>Biggest challenge: Bringing culture and engagement into the WFH workforce<\/p>\n<\/div><\/li><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">\n<p>Giving customers what they don\u2019t know they need<\/p>\n<\/div><\/li><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">\n<p>The power of word-of-mouth marketing<\/p>\n<\/div><\/li><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">\n<p>How to make rating an interesting experience<\/p>\n<\/div><\/li><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">\n<p>Pay and benefits are the largest factors in hiring agents (PTO, holiday, and insurance are must-haves)<\/p>\n<\/div><\/li><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">\n<p>The largest WFH global problems today are internet and connectivity<\/p>\n<\/div><\/li><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">\n<p>Proactive digital quality AI is the future<\/p>\n<\/div><\/li><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">\n<p>Utilizing BI chat for business communications<\/p>\n<\/div><\/li><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">\n<p>Employee engagement affects performance<\/p>\n<\/div><\/li><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">\n<p>7 seconds to create an impression of yourself and others<\/p>\n<\/div><\/li><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">\n<p>Perception audit \u2013 how others see you, how you see you, and how you want people to see you.<\/p>\n<\/div><\/li><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">\n<p>Analyzing your strengths and weaknesses to improve yourself and your perception persona.<\/p>\n<\/div><\/li><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">\n<p>\u201cPerception is not reality, but it is the customer\u2019s reality\u201d &#8211; Sylvie Di Giusto<\/p>\n<\/div><\/li><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">\n<p>7 perceptions based on outlook (dressing) and their associated characteristics:<\/p>\n<ul class=\"conditions\">\n<li>Explorer<\/li>\n<li>Traditionalist<\/li>\n<li>Cosmopolitan<\/li>\n<li>Care-Giver<\/li>\n<li>Avant-Garde<\/li>\n<li>Grammarist<\/li>\n<li>Dramatic<\/li>\n<\/ul>\n<\/div><\/li><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">\n<p>Responding instead of Reacting \u2013 Customer service, stress management, teamwork, leadership, innovation, and above all communication \u2013 Rick Lewis<\/p>\n<\/div><\/li><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">\n<p>Don\u2019t judge a book by its cover \u2013 Know the story of your client, customer, and employee before reacting. Three types of people in a conflicting situation:<\/p>\n<ul class=\"conditions\">\n<li>People who avoid or ignore<\/li>\n<li>People who sympathize<\/li>\n<li>People who compete or react aggressively<\/li>\n<\/ul>\n<\/div><\/li><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">\n<p>How to be the right type of person in the right situation and what suits your customer<\/p>\n<\/div><\/li><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">\n<p>Playing off of strengths for clients<\/p>\n<\/div><\/li><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">\n<p>Using technology and automation to augment existing CX processes<\/p>\n<\/div><\/li><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">\n<p>How to be the right type of person in the right situation and what suits your customer<\/p>\n<\/div><\/li><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">\n<p>Playing off of strengths for clients<\/p>\n<\/div><\/li><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">\n<p>Using technology and automation to augment existing CX processes<\/p>\n<\/div><\/li><\/ul><\/div><style type=\"text\/css\">.fusion-body .fusion-builder-column-0{width:100% !important;margin-top : 0px;margin-bottom : 20px;}.fusion-builder-column-0 > .fusion-column-wrapper {padding-top : 0px !important;padding-right : 0px !important;margin-right : 1.92%;padding-bottom : 0px !important;padding-left : 0px !important;margin-left : 1.92%;}@media only screen and (max-width:1024px) {.fusion-body .fusion-builder-column-0{width:100% !important;order : 0;}.fusion-builder-column-0 > .fusion-column-wrapper {margin-right : 1.92%;margin-left : 1.92%;}}@media only screen and (max-width:640px) {.fusion-body .fusion-builder-column-0{width:100% !important;order : 0;}.fusion-builder-column-0 > .fusion-column-wrapper {margin-right : 1.92%;margin-left : 1.92%;}}<\/style><\/div><\/div><style type=\"text\/css\">.fusion-body .fusion-flex-container.fusion-builder-row-2{ padding-top : 0px;margin-top : 0px;padding-right : 0px;padding-bottom : 0px;margin-bottom : 0px;padding-left : 0px;}<\/style><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-3 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"background-color: rgba(255,255,255,0);background-position: center center;background-repeat: no-repeat;border-width: 0px 0px 0px 0px;border-color:#e2e2e2;border-style:solid;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start\" style=\"max-width:1216.8px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-1 fusion_builder_column_1_1 1_1 fusion-flex-column\"><div class=\"fusion-column-wrapper fusion-flex-justify-content-flex-start fusion-content-layout-column\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-text fusion-text-3\"><h2><strong>Premier BPO Expert Insight<\/strong><\/h2>\n<\/div><ul class=\"fusion-checklist fusion-checklist-3\" style=\"font-size:18px;line-height:30.6px;\"><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">A recurring industry problem is employee engagement across remote teams with leadership involved. Premier BPO is ahead of the curve with the WFH workforce engagement factor as:<\/p>\n<ul class=\"conditions\">\n<li>We encourage the use of and provide branded materials to remote employees to enhance association and make them feel an extended part of the team<\/li>\n<li>We proactively involve remote employees in brainstorming sessions to promote inclusivity; a regular \u201cPitch Fest\u201d where all employees can participate and present ideas to senior management<\/li>\n<li>We promote cultural immersion at all levels internal and external for all employees to better identify and associate with the brand<\/li>\n<\/ul>\n<\/div><\/li><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">\n<p>7 seconds to perceived trust by a client, based on the first impression of you. Analyzing this in a remote setting:<\/p>\n<ul class=\"conditions\">\n<li>Premier BPO molds its perception persona according to what each client is looking for or what suits them<\/li>\n<li>Learning from self-analysis to turn personal and team weaknesses into strengths<\/li>\n<li>5 things that customers want \u2013 Premier BPO fully endorses and ensures these are part and parcel of our services<\/li>\n<\/ul>\n<\/div><\/li><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">Responding, not Reacting; knowing the customer\u2019s, client\u2019s, and employee\u2019s story:<\/p>\n<ul class=\"conditions\">\n<li>Premier BPO\u2019s vision and mission endorse <a href=\"https:\/\/bitsypixel.com\/clients\/bpo\/about-premier-bpo\/our-culture\/\"><strong>cultural immersion<\/strong><\/a> for tailored experiences for our clients, allowing us to become a seamless extension of their business. We also focus on providing professionals the opportunity to grow with collaboration, continuous learning, and mutual respect as part of our <strong>core values<\/strong>.<\/li>\n<li>Premier BPO supports and promotes a check-six culture based on<a href=\"https:\/\/bitsypixel.com\/clients\/bpo\/blog\/wingmanship-in-business-why-you-need-a-team-with-a-check-six-culture\/\"> <strong>wingmanship<\/strong><\/a> to enable true teamwork and excellence for our clientele<\/li>\n<li>We also have a personal account of changes brought about from the learnings of Rick Lewis\u2019s session<\/li>\n<\/ul>\n<\/div><\/li><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">\n<p>Handling each customer with personalization in omnichannel service delivery, to give them the choice of medium<\/p>\n<\/div><\/li><\/ul><\/div><style type=\"text\/css\">.fusion-body .fusion-builder-column-1{width:100% !important;margin-top : 0px;margin-bottom : 20px;}.fusion-builder-column-1 > .fusion-column-wrapper {padding-top : 0px !important;padding-right : 0px !important;margin-right : 1.92%;padding-bottom : 0px !important;padding-left : 0px !important;margin-left : 1.92%;}@media only screen and (max-width:1024px) {.fusion-body .fusion-builder-column-1{width:100% !important;order : 0;}.fusion-builder-column-1 > .fusion-column-wrapper {margin-right : 1.92%;margin-left : 1.92%;}}@media only screen and (max-width:640px) {.fusion-body .fusion-builder-column-1{width:100% !important;order : 0;}.fusion-builder-column-1 > .fusion-column-wrapper {margin-right : 1.92%;margin-left : 1.92%;}}<\/style><\/div><\/div><style type=\"text\/css\">.fusion-body .fusion-flex-container.fusion-builder-row-3{ padding-top : 0px;margin-top : 0px;padding-right : 0px;padding-bottom : 0px;margin-bottom : 0px;padding-left : 0px;}<\/style><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-4 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"background-color: rgba(255,255,255,0);background-position: center center;background-repeat: no-repeat;border-width: 0px 0px 0px 0px;border-color:#e2e2e2;border-style:solid;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start\" style=\"max-width:1216.8px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-2 fusion_builder_column_1_1 1_1 fusion-flex-column\"><div class=\"fusion-column-wrapper fusion-flex-justify-content-flex-start fusion-content-layout-column\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-text fusion-text-4\"><h2><strong>Premier BPO Experience <\/strong><\/h2>\n<p>Commenting on the whole symposium happenings, networking with industry veterans face-to-face after a long time, and new experiences, <strong>Premier BPO\u2019s COO<\/strong>, <strong>Dave Shapiro<\/strong> said:<\/p>\n<blockquote>\n<p><em>SOCAP this year has been one of the most memorable conferences we have attended, particularly Rick Lewis\u2019s guest session, which we will recall even five years from now. We are happy to say that Premier BPO has been proactively applying some of the essential CX elements highlighted during the conference to support our clients and their customers, right from the beginning of the pandemic. In terms of technology, our proprietary AI Engine, V.I.E.W. ensures home agent security and quality of service for our clients at all times. Overall, there was a lot to learn at the symposium this year and we look forward to future exchanges.<\/em><\/p>\n<\/blockquote>\n<p>The final guest session was delivered by the motivational speaker Rick Lewis and left quite a footprint. Before the session, during lunch, our leadership along with the others became part of an illuminating social experiment that helped them significantly re-evaluate their responses to others in their personal and professional lives.<\/p>\n<p>Tactfully highlighting the way people react to situations without thinking, Mr. Lewis helped his listeners link how customers respond to bad service and how you can help improve your reactions to situations moving forward.<\/p>\n<p>Expressing how the session helped her transform her way of responding to others, one of our <strong>Business Development Directors<\/strong>, <strong>Michelle Pretty<\/strong>, commented:<\/p>\n<blockquote>\n<p><em>We all had the same experience during the lunch act but perceived it in our own way. I had mixed emotions initially but the aftermath left a lasting impression that hit home a few days later. I was thrown into a similar situation during a personal event with a worker and my response instantly altered. Instead of getting angry at his incompetence and complaining to the manager, I offered to help; remembering to put myself in their shoes. The entire experience resonated with me when I learned about senior sensitivity a long time ago. This session helped me take a step back and analyze the situation from the other person\u2019s point of view before making any judgments. I usually mirror other people\u2019s emotions in a conversation, but now I have more understanding of looking beyond stereotypes and outer personas. As part of Premier BPO, I will be able to comprehend different clients, customers, and employees better and treat them with a lot more respect, empathy, and positivity, than I did before.<\/em><\/p>\n<\/blockquote>\n<p>Emphasizing the fact that we have advanced our technology faster by six and a half years today due to COVID-19, the symposium concluded this rapid evolution to be the major hurdle for many organizations to overcome. Technology has many applications and channels, but understanding the channel of choice for your customer is vital.<\/p>\n<p>To get more details about the SOCAP Symposium 2022 agenda, sessions sponsored, and learning outcomes, you can also read our pre-event blog about select sessions curated by our experts: <a href=\"https:\/\/bitsypixel.com\/clients\/bpo\/blog\/cx-rediscovery-in-the-year-of-hybrid-work-socap-symposium-spring-2022\/\"><strong>Read More<\/strong><\/a>.<\/p>\n<\/div><\/div><style type=\"text\/css\">.fusion-body .fusion-builder-column-2{width:100% !important;margin-top : 0px;margin-bottom : 20px;}.fusion-builder-column-2 > .fusion-column-wrapper {padding-top : 0px !important;padding-right : 0px !important;margin-right : 1.92%;padding-bottom : 0px !important;padding-left : 0px !important;margin-left : 1.92%;}@media only screen and (max-width:1024px) {.fusion-body .fusion-builder-column-2{width:100% !important;order : 0;}.fusion-builder-column-2 > .fusion-column-wrapper {margin-right : 1.92%;margin-left : 1.92%;}}@media only screen and (max-width:640px) {.fusion-body .fusion-builder-column-2{width:100% !important;order : 0;}.fusion-builder-column-2 > .fusion-column-wrapper {margin-right : 1.92%;margin-left : 1.92%;}}<\/style><\/div><\/div><style type=\"text\/css\">.fusion-body .fusion-flex-container.fusion-builder-row-4{ padding-top : 0px;margin-top : 0px;padding-right : 0px;padding-bottom : 0px;margin-bottom : 0px;padding-left : 0px;}<\/style><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-5 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"background-color: rgba(255,255,255,0);background-position: center center;background-repeat: no-repeat;border-width: 0px 0px 0px 0px;border-color:#e2e2e2;border-style:solid;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start\" style=\"max-width:1216.8px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-3 fusion_builder_column_1_1 1_1 fusion-flex-column\"><div class=\"fusion-column-wrapper fusion-flex-justify-content-flex-start fusion-content-layout-column\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-text fusion-text-5\"><h2><strong>About Premier BPO<\/strong><\/h2>\n<p>Premier BPO strives to become a seamless extension of its client\u2019s business processes by\u00a0immersing itself in the client\u2019s values and objectives. We provide dedicated resources that act in unison with our client\u2019s team. We offer <strong>co-sourcing<\/strong> partnerships, a hybrid approach to outsourcing\u00a0while sharing mutual risk and reward. Our focus is excellence in quality to deliver exceptional CX for our client\u2019s customers. To learn more about how we work, visit our <a href=\"https:\/\/bitsypixel.com\/clients\/bpo\/about-premier-bpo-llc\/\">about us<\/a> page.<\/p>\n<\/div><\/div><style type=\"text\/css\">.fusion-body .fusion-builder-column-3{width:100% !important;margin-top : 0px;margin-bottom : 20px;}.fusion-builder-column-3 > .fusion-column-wrapper {padding-top : 0px !important;padding-right : 0px !important;margin-right : 1.92%;padding-bottom : 0px !important;padding-left : 0px !important;margin-left : 1.92%;}@media only screen and (max-width:1024px) {.fusion-body .fusion-builder-column-3{width:100% !important;order : 0;}.fusion-builder-column-3 > .fusion-column-wrapper {margin-right : 1.92%;margin-left : 1.92%;}}@media only screen and (max-width:640px) {.fusion-body .fusion-builder-column-3{width:100% !important;order : 0;}.fusion-builder-column-3 > .fusion-column-wrapper {margin-right : 1.92%;margin-left : 1.92%;}}<\/style><\/div><\/div><style type=\"text\/css\">.fusion-body .fusion-flex-container.fusion-builder-row-5{ padding-top : 0px;margin-top : 0px;padding-right : 0px;padding-bottom : 0px;margin-bottom : 0px;padding-left : 0px;}<\/style><\/div><\/p>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":6,"featured_media":6554,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[285],"tags":[152,293,292,291],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v19.13 - 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