Proof, Strategy, and Insight

Data-Driven CX Leadership

The best CX strategies are informed by real-world performance.

Our Resources Hub is your access point to the success stories, case studies, and strategic articles that illustrate the power of the POSE CX methodology in action.

Proof, Strategy, and Insight

Data-Driven CX Leadership

The best CX strategies are informed by real-world performance.

Our Resources Hub is your access point to the success stories, case studies, and strategic articles that illustrate the power of the POSE CX methodology in action.

Success Stories: POSE CX in Action

Featured Success (Excellence & Execution)

Success Stories: POSE CX in Action

Featured Success (Excellence & Execution)

The Challenge

Rapidly scale a support team from 20 to 150 FTEs in six weeks to meet massive market growth, all without compromising the critical quality standards required by the medical sector.

The POSE CX Solution

Execution

Deployed 60 agents in Week 1, followed by 25 agents weekly using our Agile Staffing Model. Reduced onboarding time from 7 days to 5 days.

Excellence

Achieved a +5 point CSAT increase (from 84% to 89%) and delivered 30% faster email response times.

The Evolution Outcome

POSE CX became the client’s preferred BPO partner, expanding the scope to include complex returns processing and leveraging multi-geo infrastructure for future expansion.

Thought Leadership: Articles and Insights

AHT Reduction, Execution, Operational Efficiency, Staffing

Execution Velocity: Achieving 6-Week Launch Targets with Zero Compromise

Explore the three core concepts of Evolution Scalability, Scope Expansion, and Technology Integration and learn why planning for tomorrow’s business needs today is the only way to avoid costly service disruptions.

CSAT, Excellence, QA, Quality Engineering

The Excellence Scorecard: Metrics Beyond First Call Resolution

We dive deep into the Quality Assurance (QA) metrics that truly matter. Learn how to move beyond simple performance indicators to measure true customer loyalty and agent expertise

CX Strategy, Evolution, Scalability

How the ‘E’ in POSE CX Future-Proofs Your CX Strategy

BLOGS

The future of CX

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The future of CX

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The future of CX

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The future of CX

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Challenges

Solutions

Daily huddles between Egypt & Cebu for faster alignment
AI-assisted sourcing (NuvSmart VOIP) pilot to automate screening
Introduced PC Skills & Reference Tests to improve quality
Dual communication lines for instant candidate response
Enhanced feedback loop → better training pass rate

Data-Driven CX Leadership

Data-Driven CX Leadership

Success Stories: POSE CX in Action

Success Stories: POSE CX in Action

The Challenge