Faith Ocampo

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media. You may see her published works at https://openaccessbpo.com

Increasing engagement among newly hired customer support reps

new employee in suit to his back with im new post it note

Creating an organizational culture that promotes staff engagement is a continuous process. How should call centers engage new hires and make them feel part of the team?

From the moment new agents enter your company, you need to make a good impression. Here, trainers play a crucial part, as they’re the ones responsible for onboarding fresh hires, familiarizing them with the company, and making them feel comfortable in the workplace. Read More

In customer service, tiny improvements matter

busy call center agent speaking to caller surrounded by customer service coworkers

Business leaders are often trained to think big, analyze the overarching narrative, and place more weight on the bigger picture. When we talk of process improvement, however, even the tiniest tweaks matter.

Take for example customer service. Customer relations experts know that there’s no quick formula to improve the way they deliver support to their clientele. The process is long, research-heavy, painful, and difficult to implement. It’s also marred with trial and error, as not every technique used is sure to yield desirable results. Read More

Using big data to measure and drive up employee engagement

happy group office workers toasting drinks

Over the last years, as managers have begun to realize the value of their people, employee engagement emerged as a big topic in business.

But even if we keep talking about staff engagement and employee satisfaction, many organizations still fail to keep their best talents working for them. In fact, in the US, it’s estimated that only 32% of employees in the US are engaged—meaning they’re involved and enthusiastic in the workplace. Worldwide statistics is even more dismal, with only 13% of workers happy with their jobs. Read More