Blog

5 Reasons to Consider the Gig Model for CX Outsourcing in 2025 - Arise®

Straight Growth — Mon, 03 Feb 2025 12:24:58 GMT

The Gig Economy is here to stay and making a significant impact in Customer Service and Outsourcing overall. The power of Gig extends well beyond CX and it will be highly impactful in 2025 for many reasons. We have outlined the Top 5 reasons for leading brands to consider Gig as part of their CX Outsourcing strategy in 2025.

1.Traditional models cannot flex resources quickly or efficiently enough to meet realistic contact fluctuations.

Forecasting customer contact volumes is an art, and one that is rarely perfect. Outside condition impact volumes that can turn on a dime, and over or under resourcing erodes the bottom line, customer satisfaction, and overall performance.

Embracing the Chaos: Ensuing Contact Center Business Continuity - Arise®

Straight Growth — Tue, 19 Nov 2024 10:12:48 GMT

In today’s world, contact centers are facing waves of unpredictability where last-minute changes and unexpected events are the norm rather than the exception. From recent hurricanes that disrupt service continuity to the rapid increase in contact volume like the fast food industry has experienced, or the unknown impact of the upcoming elections, contact centers must be prepared to “embrace the chaos.” To navigate business continuity effectively, organizations need more than traditional strategies—they need the flexibility, resilience, and global reach that only a platform like Arise® can offer.

The Fast-Food Customer Support Dilemma - Arise®

Straight Growth — Mon, 11 Nov 2024 10:26:53 GMT

From the moment White Castle opened its doors over a century ago, the fast-food industry has endured wave after wave of challenges in its customer support initiatives. What started as just a need for quality customer service and order accuracy has now become as imperative as a side of fries. Today, everyone from the likes of McDonald’s to Mrs. Fields is feeling the impact of inflation, labor issues, health scrutiny, and the demand for digital options. Combined, these factors push up contact center volume significantly, making efficient, high-quality customer support as critical as keeping the drive-thru line moving at Chick-Fil-A.

Don't Be a Zombie! How Human-in-the-Loop Saves Your Customer Experience - Arise®

Straight Growth — Mon, 28 Oct 2024 10:38:30 GMT

There’s nothing more terrifying than getting stuck in a customer service doom loop—that dreaded cycle where your customers shuffle mindlessly through endless automated menus and dead-end chatbots, only to end up more frustrated than when they started. When that happens, it’s as if the heart of your customer experience has been ripped out, replaced by a robotic interaction that feels lifeless, cold, and anything but helpful. Without a human-in-the-loop (HITL), your customer service might just be mistaken for a zombie—a mindless, unresponsive entity leaving your customers to scream into the void. That’s why initiatives like “Time is Money“ emphasize quick, empathetic human intervention to stop these doom loops in their tracks and keep experiences alive and engaging. So, how can businesses stop this horror story from unfolding?

Enhancing Live Service Games: the Power of Flexible Player Engagement Services - Arise®

Straight Growth — Thu, 17 Oct 2024 10:59:07 GMT

In the fast-moving world of live service gaming, the stakes for player support have never been higher. Game developers and platforms wave upon wave of challenges and pressure to meet soaring player expectations amidst complex technical issues, in-game disputes, and evolving content. With millions of players demanding immediate, effective solutions, support teams face an urgent need to adapt, scale, and innovate. To keep players loyal and engaged, gaming platforms must embrace cutting-edge technology and build seamless, flexible support strategies that can rise to these challenges and ensure a flawless gaming experience. Here’s how an agile engagement and support approach can complement and elevate a live service game.

Breaking the Silence:Promoting Mental Health and Proactive Strategies in the Workplace - Arise®

Straight Growth — Wed, 09 Oct 2024 10:52:03 GMT

Each year, World Mental Health Day serves as a powerful reminder that mental health is not a privilege but a fundamental human right. This year’s theme, “It is Time to Prioritize Mental Health in the Workplace,” resonates louder than ever as we recognize the critical role that a healthy work environment plays in overall well-being. It’s no longer enough to have a reactive approach to mental health challenges; proactive and preventive measures must be embedded within workplace cultures. Whether you’re an employee navigating the complexities of mental health or an employer striving to create a supportive space, it’s time we all take action.

Arise® Achieves HITRUST Certification: a Milestone in Cybersecurity Excellence - Arise®

Straight Growth — Wed, 25 Sep 2024 11:31:31 GMT

Arise®, a leader in global customer experience management (CXM) services, is proud to announce that it has earned the prestigious HITRUST e1 certification, with an outstanding score of 100 out of 100. This achievement underscores Arise’s commitment to cybersecurity and data protection, providing assurance to its clients that their sensitive information, including patient and customer data, is safeguarded to the highest standards.

Climbing Higher – What It Means to Be a “Major Contender” in Everest Group’s CXM Peak Matrix® Assessment – Americas? - Arise®

Straight Growth — Tue, 03 Sep 2024 11:06:54 GMT

Since 2015, Everest Group has published an annual Customer Experience Management (CXM) PEAK Matrix® Assessment, benchmarking service providers within the CXM space. The assessment considers various factors, such as market impact, vision, capability, and service delivery, to categorize providers into Leaders, Major Contenders, and Aspirants. It is a beacon for organizations striving to excel in today’s competitive landscape.

The "Customer Doom Loop” Dilemma: How Ignoring These New Regulations Could Negatively Impact Your Business - Arise®

Straight Growth — Mon, 26 Aug 2024 11:56:08 GMT

We’ve all experienced it—the dreaded “doom loop” of automated customer service, trapped in an endless cycle of robotic menus and unhelpful chatbots. In fact, 67% of customers struggle with IVRs for at least five minutes to get an answer, and 41% have struggled for at least 15 minutes (eGain). It’s frustrating, time-consuming, and, frankly, bad for business. But here’s the good news: this isn’t just a problem—it’s an opportunity.

Get Ready for the CX Memorial Day Rush with Arise - Arise®

Straight Growth — Mon, 19 Aug 2024 12:20:59 GMT

While many in the Travel industry are already preparing to deliver the ultimate customer experience for Memorial Day 2025, many are keenly focused on doing what it takes to surpass service and sales goals over the upcoming Labor Day weekend despite all the recent inclement weather challenges. For all these scenarios, Arise has you covered.