Blogs – Page 3 – upsource by solutions

Bettering your outcomes with Business Process Management

According to Gartner, business process management (BPM) is a discipline that uses various methods to discover, model, analyze, measure, improve and optimize business processes. A business process coordinates the behavior of people, systems, information and things to produce business outcomes in support of a business strategy. BPM is best defined as a discipline or practice that a business can choose to follow, and which includes structured methods and techniques that help organizations run more smoothly. It is about putting in place consistent processes that streamline overall workflows to reduce costs, human errors and improve efficiencies. In short, frameworks for better ways to get work done. The types of BPM There are usually three types of BPM: The system-centric business process management handles processes that primarily depend on existing business systems such as CRM or ERP and do not have much human involvement. ...

Creating customer care: The need for contact center consulting

The big business differentiator today is the quality of your customer experience. Having efficient contact center operations is now even more of a priority in meeting the evolving customer expectations and in delivering exceptional customer service. Customers remember and return to businesses that don’t keep them waiting and address their queries or needs quickly. Happy customers equal happy businesses and having an almost 24/7 connect that can handle customers with speed, satisfaction and smiles is ideal but not always feasible. That’s why a well-oiled contact center management process can bring enhanced business value to your organization at almost every level. Why opt for consulting? Most business do not have the time or expertise needed to tackle the contact center bottlenecks or build a value-delivering one. Your business could have a number of needs – be it achieving higher performance, improving efficiencies or garnering greater customer loyalty to name a few. ...

Redefining retail in a changing world.

In a fast-evolving retail industry, channel or location is no longer the key criteria to win consumers. It is an age of ‘retail everywhere’ as influenced by digitization. Customers today want quick, on-demand and personalized services which means that retailers need to become adaptive with trends and technologies while still connecting with consumers in meaningful ways. The physical and digital worlds are rapidly converging and there is a demand for uniform yet unique services across channels. This is a multi-layered task, given that the global market is getting increasingly competitive, capitalistic and commoditized. To drive differentiation, achieve customer satisfaction and improve your competitive position, your business needs to deliver creative yet customized customer experiences. Shaping revolutionary retail. There is a term called ‘retail therapy’ which means that going shopping makes people feel happy and indulged especially when they have their expectations met. ...

Healthcare as a care-driven yet future-ready business

The requirements of Healthcare may vary from place to place, but the overall objective of this industry is to provide high-quality care to those in need at feasible costs. The consumer expectation today is to have personalized medical care made effective with advanced technologies. While the global pandemic accelerated healthcare systems across the world and also shaped the digitization of it, healthcare providers also need to keep in mind rising costs and increased patient awareness. There is also a greater need for innovative products and services given the changing dynamics of disease and human health. Other transformative forces such as the introduction of new payment models, increased interoperability, and health data virtualization have contributed to the need for differentiated solutions. Shaping holistic healthcare. Every patient feels that their condition is one that needs the quickest priority. ...

Creating a Customer-First Culture in Strategies.

Most organizations today acknowledge that they are in the customer experience business. However, transforming into a customer-centric company is not easy. It requires bringing together multiple expectations of the company-client-customer to deliver a unique experience. What an organization needs to create customer experience success is a strong strategy – one that differentiates what they provide from that of the competitors. Once the service strategy vision is clear, it lends to the development of a stellar service culture. While every organization will have its own set of needs to achieve change, here is a six-step approach to build better customer experience strategies: Discover: First things first – know the customer. Consumers today are more informed than ever and have evolving expectations. Companies need to research, analyze and understand what their customers want now and possibly in the future. ...

Optimizing Operations for Experience Excellence.

It is the age of the customer where every experience counts. Companies are beginning to learn and take actions to improve their customer service to provide ease and effectiveness. However, providing exceptional experiences while still maintaining costs is a bit of a balancing act, especially given the competitive, technological and regulatory ‘change’ challenges organizations have to contend with. But if companies are able to create a consistent correlation between their strategies and operations, there is room for higher profitability; and performance. To be a customer experience business while still meeting bottom-lines; here are three top tips for optimal operations: Standardize processes: Every organization needs to redesign their structure in order to shape themselves for the future of customer service. This means bridging the gap between department silos by defining expectations and creating accountability. ...