Author: James Glenn Gomez

What can we learn about the GIPHY content moderation slip-up?

When it comes to content moderation, consider the butterfly effect. In a sense, one mistake can make a ripple and affect everything. And sometimes, one mistake can cost a business relationship. Earlier this year, image-sharing social media apps Instagram and Snapchat had integrated the animated GIF aggregator GIPHY into their apps as stickers for snaps […]

What can the EU’s new data security and privacy policy mean for call centers?

The European Union’s (EU) new data security and privacy directive seeks to improve how businesses, including call centers, handle vital and personal data of the trade bloc’s constituents. This presents implications on how contact centers should process an EU citizen’s personal information. In early 2016, the EU signed into law its new data protection policy, […]

5 Cybersecurity trends and predictions that may shape the year 2018

Is your call center equipped to fend off cyberattacks or to comply with new data security regulations? As technology continues to grow, the number of ways it can be exploited grows as well. With 2017 rife with huge data security breaches, it’s hard not to be worried for your call center’s security. After all, maintaining […]

Why shaping the agent experience should be your call center’s 2018 priority

Improving the quality of work life your call center agents experience can help enhance the customer experience. How often do you ask your employees how they’re doing? Aside from the typical stress that call center agents face, how difficult is it for them to execute their tasks? Have you ever asked them how they feel […]

SMS@25: Its relevance and still-untapped customer service potential for SMBs

In the world of fast-paced communication and instant gratification, text messaging should’ve been passe by now. But SMS isn’t dead yet, and it still holds potential for customer service and for small and medium businesses (SMBs). In this month, 25 years ago, the first-ever text message was sent by then-developer Neil Papworth to Vodafone director […]

[Infographic] 5 Industries that need a multilingual call center

How will your business reach international customers in this ever-expanding global economy? Reaching out to international markets may be difficult, but it’s a crucial step in expanding your business on a global scale. However, instead of starting from scratch and investing in establishing your local offices in each country, partnering with multilingual call centers can […]

Customer service: Is 'underpromising and overdelivering' worth the effort?

Put yourself in the customers’ shoes. How do you gauge the quality of service a company gives? What makes a customer experience an excellent one? Would you consider a normal, vanilla transaction a high-quality service? In whatever facet of customer service, it’s often advised for businesses to underpromise and overdeliver. Underpromising sets the bar of […]

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