Foundever’s Post

Picture this: the year is 2035, and people and technology co-exist in harmony. The landscape of #AI is profoundly transformed and seamlessly woven into the fabric of our day-to-days. These are some key predictions for what’s to come in the next decade. One thing we know for sure: by 2035, work will be completely redefined. What does this mean for the CX industry? How will technology and people work together in the contact center? How can you establish your brand as an innovation leader now, at a time when every competitor is flocking to AI at once? In this whitepaper, we address these questions by diving into five key insights about the future of work: 1. A new generation will dominate the market in 2035.  2. The role of generative AI is mainstream, and consumers will expect it.  3. Human roles will shift from agents to specialists.  4. AI will hold a major key to your success.  5. Your dream team will need specialized skills. Learn more in our whitepaper: https://foundever.link/y4i Wayne Butterfield, Guillaume Laporte, Martin Wilkinson-Brown #CXTrends #Future #Innovation #CustomerExperience #CX #BPO

#Gamification has become a buzzworthy topic when it comes to #AI, but have you ever thought about how it can empower your CX agents and improve training processes in the contact center? In our next Linkedin Live on Friday, October 4 at 10am ET, we are teaming up with industry leaders at Centrical to discuss and explore how gamification not only engages agents but also fosters a culture of continuous learning and development. Join Arbelle Dolev, Senior Director of Customer Success at Centrical, Cristian Rivera, Director of Solutions at Foundever, and Alejandro Rivas, Global Product Marketing Manager at Foundever, as they discuss: • The definition of gamification as it relates to agent coaching • How gamification can help increase agent engagement and encourage proactive coaching • How personalization keeps agents motivated in work and training • Emerging trends in the next 3-5 years when it comes to improving agent performance Are you ready? Register now and mark your calendars for Friday, October 4 at 10am ET to gain expert industry knowledge on supporting your teams and boosting your CX delivery. #Training #Coaching #EmployeeEngagement #ContactCenter #CustomerExperience #CX #BPO

Happening today – don't miss it! #Gamification has become a buzzworthy topic when it comes to #AI, but have you ever thought about how it can empower your CX agents and improve training processes in the contact center? We're teaming up with industry leaders at Centrical to discuss and explore how gamification not only engages agents but also fosters a culture of continuous learning and development. Join us today: https://foundever.link/aba #Training #Coaching #EmployeeEngagement #ContactCenter #CustomerExperience #CX #BPO

We’re proud to be a part of the #CXforGood movement through #FoundeverOrg. Through our partnership with the Global Mentorship Initiative (GMI) and Orange, we learned about Lasana’s story, an economic planning engineer and project manager from Dakar, Senegal who aspires to use his skills to uplift disadvantaged communities. The skills gained through his 12-weeks mentorship program with our very own Deborah as his mentor have bolstered his passion for a career in the humanitarian sector.    Watch the full video to learn more about Lasana and other participants at Foundever.org here: https://lnkd.in/gZh6ZeJV Jon Browning Ravenna Hennane Maximilien Springer Najet Tenoutit Olivier Camino Deborah Destree Lasana Diakhaté

✨ Fun Fact: The BPO industry in Cape Town is now contributing more to the local economy than travel and tourism. We are proud to be part of this dynamic growth, bringing global business and opportunities to South Africa. 🌍 South Africa’s stable political and economic environment could make it the ideal partner for your outsourcing needs. Watch our full video to hear from Nita Morgan, Country Manager – South Africa and David Rickard, Partner, Everest Group, speak about this incredible location: https://lnkd.in/gTGsdK9P #offshoring #nearshoring #SouthAfrica #EX #CustomerExperience #CX #BPO

¿Cuáles son las tendencias y preferencias de los consumidores españoles en la experiencia del cliente? 🤔 Te invitamos a descubrirlo en el evento 'La experiencia importa: Barómetro de tendencias', en colaboración con Business Insider España. Gema Marin Eizaguirre, VP Operations & Country Leader de Foundever en España, presentará los resultados de nuestro primer Barómetro de Tendencias. Esta investigación revela en profundidad los canales de comunicación favoritos de los consumidores españoles, así como los aspectos clave a los que prestan mayor atención. 📲👀 Además, contaremos con una mesa redonda moderada por Susana Pardo Caballero , Directora de Negocio de Business Solutions en Business Insider España, con la participación de: David López Pitts, Regional Sales Director, Foundever Alberto Hernandez Muñoz, T&O - Assisted channels, Openbank Francisco Trujillo Sanchez, Head of Phone Inbound Sales Channel, MASORANGE Ellos hablarán sobre cómo las marcas pueden aumentar la fidelidad y retener a sus clientes en un entorno cada vez más competitivo. 🎯 ¡Regístrate en el enlace para no perdértelo!

We are happy to announce Edmona Popa as the new Director of Operations for Foundever Romania. With over 20 years of experience in customer support leadership, Edmona brings valuable insights and a commitment to a people-first culture. Her background includes key leadership roles where she has driven efficiency and performance while enhancing client satisfaction. Her leadership approach aligns well with our values at Foundever, and we are confident that her strategic insights will contribute to our growth and success. Please join us in welcoming Edmona to the Foundever team. We look forward to her leadership as we continue to strengthen our operations in Romania.

Get ready to take a time machine, because on Friday, October 11, at 9 a.m. ET, we’re talking about all things #Future for our next Linkedin Live! As tech and #AI rapidly evolve and transform our workforce, there are some lingering questions about the #FutureofCX …will humans still have jobs? Will robots take over? How will consumer expectations change? We’ll discuss all these questions and more with industry leaders and analysts as they cover: • How AI will transform the CX workforce • What the contact center of the future will look like • The future relationship between humans and technology • The evolution of consumer expectations Meet our speakers: • Wayne Butterfield: Partner - Global Lead Contact Center Transformation at ISG (Information Services Group) • Guillaume Laporte: Chief AI Officer at Foundever® • Martin Wilkinson-Brown: Chief Marketing Officer at Foundever® Join us for our conversation to learn what you need to future-proof your contact center! Register to secure your spot! #GenAI #CustomerExperience #CX #BPO

🥳 MAX turns 5! We started with a dream to create the best associate and customer experience in the CX industry. 🎉 Our global voice of the employee program — MAX (“My Associate Experience”) — was created in 2019 with the goal to provide a soundboard for our 150,000 employees to do exactly that. MAX is embedded in our culture and forms part of our operating standards because it has impact, including: ☑️ More engaged employees ☑️ Higher employee satisfaction ☑️ Better productivity ☑️ Improved customer ratings ☑️ Better sales & profitability We knew - and now we can show from our collective experience - that our people are our superpower, and the employee experience is the customer experience. For the last five years through MAX, we've been improving it and living it every day, empowering our associates to live their best moments and bring the best to you and your customers. Learn more about Our Culture at Foundever: https://lnkd.in/gPvNQz5g #MAX #MAXDay #EX #EmployeeExperience #CustomerExperience #CX #BPO