Everise, an award-winning customer experience company, appointed Dave Palmer as the new President of Operational and Strategic Performance. He will handle the Everise umbrella of companies, C3 (CustomerContactChannels), Trusource Labs and Globee.

In a time where everything needs to be done in an instant, technological advancements have allowed people to shrink the world to a size of a mobile phone. We see something we love, and we can get it in a simple tap on our phones. This is the same instantaneous nature that customers expect businesses to be. And those that get to adapt to the growing demands of global customers and provide them with amazing customer experiences win the games.

As companies search for avenues to maximize their resources, research suggests that the secret to productivity may be as simple as keeping employees happy.

Workplace diversity is the differences between a set of people in each work setting. In today’s global work economy, however, diversity must be recognized in all its forms. At Everise, a customer experience company, diversity is nurtured by thinking at all levels, including the perception of one’s self and of others through their global exchange programs. For companies to thrive, workplace diversity and inclusivity should be adopted.  

As global mobility becomes more prevalent among organizations, diversity is also fast becoming an important topic in harnessing the future of workforce.

Employees under the Global Exchange Program (GEP) acquires an improved understanding of diversity and inclusion that can be operationalized to harness human capital. This powerful and nuanced kind of diversity, called diversity of thoughts brings a lot of benefits both to the organization and the workforce.

In 2009, McKinsey and Company pronounced the classic marketing funnel dead and, in its place, the “Customer Decision Journey” was born, depicting how customers engage with technology to learn about brands before doing a purchase.

It is interesting to dig into data and discover a treasure of information, you don’t expect to be there.

This was the case with C3, an Everise company, when it looked at the demographic differences between their home-based agents and office-based agents, thinking the former would be slightly older than the latter but not much beyond that.

What the data showed was much farther.

“I want to talk to an actual human!”

We have all been there. Sometimes we find some tech issues on the product we bought, and we just want to talk with someone who can properly answer our questions. So, we dial in and find tech support that could help us. It is satisfying to solve it ourselves but also reassuring that we can call a number whenever we need help.

The US Department of Labor reported that American companies added 263,000 new jobs in April this year that dropped the unemployment rate to 3.6%. In a market like this, competition is high to attract the best candidate for employment.

For years, companies have been testing on home-based workforce to provide quality support experience for their customers. A perfect combination of factors- economic, cultural and technological- makes work at home-based agents an essential part of any customer experience company.