Foundever’s Post

We’re very proud to be a dual sponsor for this year’s European Contact Centre & Customer Service Awards (ECCCSA) coming up this November! We’re delighted to announce that we are this year’s Technology Sponsor as well as a Category Sponsor. Best of luck to all in this year’s awards, and we’ll see you in London in November! 🎉🥂 #sponsorship #ECCCSA #awards #CustomerExperience #CX #BPO

We've won! We're thrilled to announce we've been named the Partner of the Year at CallMiner’s LISTEN UK 2024 Awards. “We are extremely delighted to have been named CallMiner’s Partner of the Year for the first time in the UK,” said Diluckshnie Jayawardena, Global Head of Analytics for Foundever. “CallMiner’s platform continues to support us in facilitating how we improve the customer experience for our clients and our people, and we are hugely grateful for the opportunity to work together and honored to accept this award.” Read the full press release here: https://foundever.link/bgt #CallMiner #Awards #CustomerExperience #CX #BPO

Learn why you need to look beyond standard tools and compliance checks when assessing a potential CX delivery partner’s security standards. 🛡️ Securing the right CX delivery partner in an era of heightened cyber threats requires a comprehensive approach that balances an understanding of the advantages of outsourcing with a keen awareness of potential security risks. From clear long-term investment in the employee experience to evidence of a security-by-design philosophy, this guide is designed to help you identify genuine data and information security best practices in any prospective outsourcing partner. 📋Action list when considering a CX partner: • Clearly define the depth of the required partner relationship before initiating due diligence. • Confirm compliance with key security frameworks like ISO 27001 and NIST. • Request confidential client references to evaluate security performance. • Check the organization’s security rankings from reputable firms. • Ensure the organization can deliver compliant services or solutions that meet your specific needs and operate in your required territories. Dive into more detail in our whitepaper: https://lnkd.in/gE9jyq7r #Cybersecurity #ProviderSecurity #CustomerExperience #CX #BPO

"How #AI is revolutionizing customer engagement." Our team in Portugal hosted "The Future is Now: The Impact of #GenAI in CX" in partnership with APCC - Associação Portuguesa de Contact Centers. The event was packed with insights, beginning with Cláudia Serra, Voice of the Client Support from CTT and APCC board member, who kicked off. Pedro Santos, Country Leader of Foundever in Portugal, then welcomed everyone to our fantastic hub in Santos, Lisbon. The highlight of the morning was a roundtable discussion on how AI is revolutionizing customer engagement. The panelists included Catia Moreira, VP of Performance at Foundever; Cláudia Serra, Voice of the Client Support at CTT; and André Sequeira, Customer Service Center Manager at Ayvens. The session was moderated by Ana Gonçalves, Secretary General of APCC. Thank you all the participants who made this dynamic and engaging debate possible. Your contributions enriched the conversation and provided valuable perspectives on the future of customer experience. Mariana Victorino #APCC #GenAI #AI #ArtificialIntelligence #CustomerExperience #CX #BPO

How to integrate #AI technologies to empower agents and enhance customer interactions? This and related topics were the subject our our conversations in Paris, as Guillaume Laporte, Foundever's Chief AI Officer and our AI and Tech teams met to review our AI products and their development, in addition to conducting demos, and reviewing our AI strategy. It was productive meeting with the entire AI team, and an great opportunity to share insights from our initial pilots and proofs of concept, exchange ideas, and receive feedback from our operations teams representatives. Additionally, we carried out brief workshops to test and customize some of the solutions ourselves. We're very excited for AI and what is to come in tangibly bringing results to improve the employee experience for our associates, and the customer journey for our clients, and of course their customers! #GenAI #ArtificialIntelligence #Innovation #CustomerExperience #CX #BPO

Do you speak your customers' language? Why is #multilingual support such a critical part of a superior customer experience? Mark your calendars, folks, because you don't want to miss our next LinkedIn Live event, "Breaking language barriers: The role of tech in multilingual CX," featuring... • Silje Stougaard, VP of Global Operations at Vivino • Benedita Miranda, General Manager of Multilingual Region at Foundever™ • Moderated by Martin Wilkinson-Brown, Chief Marketing Officer at Foundever™ Join us on Friday, July 12, 2024, at 11 a.m. ET., as we discuss: • The role of multilingual hubs in CX strategy • How automation and AI elevate the multilingual CX strategy • Using technology as a tool to break language barriers in the contact center Register: https://lnkd.in/gqZcp4xt #MultilingualCX #MultilingualHubs #CustomerExperience #CX #BPO

When 89% of organizations compete mainly on customer experience, being able to converse with your customers is a foundational aspect of connecting with them. Multilingual hubs bridge the gap and help you take your brand across borders in four key ways:  1. Gives you the ability to speak your customers’ language  The ability to speak their language feels more personalized and increases the likeliness that they'll trust and connect with you. For example, 67% of Gen Z and millennial consumers say relevant, personalized content increased their trust. 2. Expands your brand into multiple geographies   By having a presence in various regions, brands can better understand local customer needs and tailor their support accordingly.  3. Boosts efficiency with a single operation platform   Multilingual hubs drive and align efficiencies consolidating language support operations into a single platform, streamlining processes, reducing duplication and improving overall operational effectiveness.  4. Establishes a unified CX  Through centralized multilingual hubs, brands can consolidate their global CX strategy and have more consistency and oversight. Learn more: https://lnkd.in/gcu77CzX #Multilingual #Scalability #Agility #CustomerExperience #CX #BPO 

A look at the amazing moments from the 'CX with a Human Touch' conference, that took place in Warsaw, Poland! 🥂 We're grateful for the experts who shared their insights on: 💡 Leveraging Generative AI for Customer Experience, focusing on ROI and added value 💡 Beyond Chatbots: Innovations in Digital Interactions. The role of technology in delivering personalized customer interactions at scale 💡 The Human Element: Harmonizing EX & CX. How fostering positive employee experiences leads to meaningful customer relationships 💡 Empowering CX Champions: Nurturing Advocates Within Teams. Transforming organizational mindset for customer-centricity Their presentations offered a glimpse into the future, demonstrating how technology can enhance our understanding of and responsiveness to customer needs. Special thanks to Guillaume Laporte, Dominik Kalinowski, Rafał Glogier-Osiński, Piotr Wojciechowski, Robert Fintak, MBA, Bruno Soares, Pawel Lopatka, Michal Stanislawek, Pawel Plocki, Agnieszka Szweda, and Joanna Pszczółkowska for their inspiring talks and insights. We're thrilled by the incredible turnout and enthusiasm at our 20th-anniversary celebration, commemorating Foundever's significant presence in Poland. Thank you to everyone who joined us for insightful discussions and unforgettable experiences! Once again, thank you for being with us on this special occasion: Olivier Camino, Benedita Miranda, Monika Röhr-Łukasik, Krzysztof Buczyński, Kamil Idzikowski, Wiktor Doktór, Paula Prudaczuk, Łukasz Cierpiński, Yulia Kolodii, and all of you who were with us on this important day! #AI #GenAI #Chatbots #EX #EmployeeExperience #Mindset #Transformation #CustomerExperience #CX #BPO

We're happy to announce their achievement of two awards at the 2024 Smart Customer Awards in Brazil. In a year marked by a record number of entries, Foundever excelled in the categories of Customer Experience Automation and Training and Empowerment, securing Gold and Bronze, respectively. 🥇 Customer Experience Automation 🥉 Training and Empowerment Congratulations to our team in Brazil! Read the full press release here: https://lnkd.in/gMCe266R #Awards #CustomerExperience #CX #BPO