With years of experience in the business process outsourcing (BPO) industry, BACHIRI Nezha knows that quality is about more than identifying gaps. It is about understanding the reasons behind them, helping people improve, and turning those improvements into better customer experiences. This belief is reflected in what she enjoys most about her role: “I genuinely […]
Leadership takes many forms. Sometimes, it means stepping forward with a solution. At other times, it means help someone else to find it. One makes Sujoy Tewari a better professional and another journey makes him a better leader by building a new breed of leaders and In a contact center, where customer concerns need attention […]
“Fusion is not only my workplace; I also consider it my second home.” Those words from Alicia Valdez reflect more than a sense of belonging or workplace culture. They speak to a career journey shaped by the everyday moments that make a difference to her team: guiding a new agent through a challenge, helping […]
In customer experience operations, a quality score is never just a number. It is the outcome of everything that happens during an interaction: how an agent listens, how accurately they understand the customer’s need, how confidently they navigate the process, and whether the resolution ultimately delivers the experience the brand intended. That is why quality […]
For Business Intelligence Analyst Francisco Portillo, work begins with a number: sometimes a small anomaly or shift in performance metrics or operational scorecards at Fusion CX in El Salvador looks different from what is expected. It raises questions, sparks his curiosity, and makes Francisco stop and ask: Why? As a Business Intelligence Analyst at Fusion […]
Growth can take many forms in global customer service operations where work is shaped by different customers, teams, cultures, and everyday experiences. Sometimes, it comes from becoming more comfortable with customers, learning to navigate unfamiliar situations, or simply finding a better way to approach the day. For Sneha Sarkar, a Customer Service Associate based in […]