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

Delivering excellent customer experience by going beyond good customer service

delighted excited man in phone call

The happier your customers are, the more willing they’d be to spend on your business. How then do you make them happy?

Most business leaders think that customers’ happiness boils down to good customer support. And in a lot of ways, it’s true. In the age of the smartphone and the Internet, people want speed, efficiency, and accuracy. They want their problems solved instantly, expecting brands to deploy highly capable people to fix their issues. Read More

Make your call center agents’ lives easier

excited call center agents

Your agents’ experience matters just as much as customers’ happiness.

Every contact center’s goal is to deliver an effortless consumer experience. In an ideal world, that means brief (or none at all) on-hold times, quick calls, full issue resolution, and effective customer service reps. But if agents are struggling because of disorganized internal processes, then here’s a sad news: all these are a lost cause. Read More

5 Trends that will shape your brand’s customer support this 2018

call center agent with customer support team

This 2018, what should your customer support strategy look like?

To keep customers happy and stay competitive, businesses should be able to embrace market innovations and new trends. That’s why every new year is always a good time to update the brand’s strategies and ensure that everything addresses your customers’ evolving needs.

If you’re revamping your customer service this year, here are the five most important trends you must consider. Read More

What are contact centers’ top priorities for 2018?

business team in serious meeting

We all know that what triggered the digital revolution is the smartphone. Starting out as a game-changing, all-in-one tech, this device quickly became an omnipresent gadget that has taken root in people’s pockets.

This digital movement is so impactful that it’s reshaping consumers’ behaviors. Everyone’s glued to their phones, expecting brands to be accessible across Facebook, email, or the phone. Online shoppers want fast answers to their questions and reliable Internet payment options. They want their problems solved instantly at any time of the day, any day of the week. Read More