Experience the stories, moments & madness that makes us ibexians who we are.
If you’ve ever heard the name ibex. Pakistan, chances are you’ve formed an opinion about what happens here. Customer support. Headsets. Calls. Fair enough. But what most people don’t see is everything happening behind the scenes. The global partnerships, the compliance standards, the career pathways, and the operations that make it all run smoothly. That’s […]
Let’s address the harsh reality before we move on to the main bits of writing a CV. You need a job to gain experience. But almost every job these days asks for experience first. A dangerous (un)employment loop we have going on here. Especially for fresh graduates or those with no prior work experience. Even […]
Over the years, customer experience (CX) management has advanced significantly. Due to advanced data analytics, businesses can now understand their customers better and deliver exceptional experiences. By analyzing customer data from various sources, businesses can obtain important insights into a customers’ behavior, preferences, and negative experiences. This blog explores understanding data analytics, its importance, and […]
If you’re new to the world of customer experience or exploring it as a career, the phrase customer support performance metrics might sound…a bit dry. Feedback. Numbers. Reports. Targets. Meh. But look at it from this perspective: metrics as the language of performance, not a punishment. They help companies understand customer happiness, measure agent productivity, […]
It is AI’s world. And, we are all just living in it. Or are we? Some people do believe that. Others have a differing opinion. So, who’s got it right? Personally, we think that artificial intelligence is here to stay, but not in the Terminator “take-over-the-world” way. More like in a revolutionary way – like […]
Gen Z is the generation that many admire and many more criticize. They are the generation that grew up in the smartphones and Wi-Fi era – the true digital natives. They are also the generation that are changing the rules of the workplace – with a whole new playbook. As a millennial, I’m part of […]
Some companies make you feel like you’re talking to a wall. Some make you feel so special that you feel happy interacting with them. Does this ring a bell? You’ve probably had an interaction with both kinds. Maybe you communicated a faulty product to the brand, and received a very warm apology. Or maybe you […]
Customer experience (CX) is the overall perception and feeling a customer forms towards a brand based on their interactions, from product browsing to after-sales service. And in the world of building experiences and helping customers solve their problems quickly and efficiently, First Call Resolution (FCR) is very important. Because one thing you should know about […]
In today’s age, the business environment has completely taken a turn. With globalisation and technological revolutionization at the forefront, companies are under constant pressure to deliver the best of the best. This is where BPO (stands for Business Process Outsourcing) comes in. It has evolved far beyond the traditional call center services as it first […]
Artificial Intelligence (AI) is all the hype these days. And if it hasn’t popped up in your group chat or LinkedIn feed yet, then either you are living under a rock…or somehow managing to live completely offline. From composing emails to writing reports, from making images to analyzing data, AI is doing it all for […]
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