A funny thought once crossed Deep Saha’s mind amid the demands of his work: imagine having a button on your desk that could instantly teleport a delayed package to its destination. No waiting, no repeated inquiries, no uncertainty. Just one press, and the problem is solved. But the real difference rarely comes from a magic […]
Ask David Hoxha to imagine a theme song for his working day, and he doesn’t hesitate: Tommy Lee Sparta’s “Target.” It’s an apt choice for a Team Leader in Tirana whose days are measured in KPIs, SLAs, and service standards, whose team handles group inquiries, bookings, amendments, cancellations, and escalations for a leading hospitality client, […]
In sales, success rarely depends on how quickly you deliver a pitch. It is about how well you understand the person on the other end of the conversation. For Anisha, a Sales Executive at Fusion CX in India, every call is an opportunity to understand a retailer’s needs, communicate value, and build the confidence that […]
Fiona Hasani: Who Is It? There is the morning person who exercises before work, the Customer Support Associate who spends her day helping with patient cases where her customers refuse to forget her name, and the woman who heads to the boxing gym after her nine-to-six shift. Then there is the reader who enjoys Dostoyevsky, […]
In customer experience, the right solution begins with understanding the person who needs help. For Chandan Kumar Thakur, Senior Process Associate at Fusion CX in Gurugram, that means listening closely, staying composed when conversations get difficult, and solving problems with care and precision. His approach combines the discipline of getting the details right with a […]
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 […]