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, or follow her on Facebook, Google+, and Twitter for interesting updates.

Best practices to boost data security in call centers

IT manager inspecting server

These days, call centers operate in a highly competitive landscape. They manage sophisticated and complex technology systems to optimize sales and meet customer demands.

For instance, customer management platforms have evolved throughout the years, which is both a good and a bad thing. While tech-powered solutions like this enhance contact center services, they also make them more vulnerable to various forms of cyber attack. Read More

How can call center agents learn the art of asking the right questions?

smiling call center agent looking at laptop

Knowing the right questions to ask is a good communication skill to master, especially when conversing with customers and working on their complaints.

Asking the right questions not only enable agents to isolate the root cause of customers’ issues, it also helps steer the conversation to the right direction. Ideally, this should allow you to facilitate an engaging and productive conversation, and in effect, a better customer experience. Read More

4 Unique ways to give your call center agent training a boost

call center trainer assisting customer service trainer

Customer service training and performance assessment are the two most important pillars of high-quality support.

Many call centers spend a huge portion of their budget to improve their employees’ skills. They create and implement their own customer support training programs specially tailored to their agents’ needs. While these may be effective, they alone may not be enough to raise the quality of agents’ performance. Read More

4 Customer experience ‘firsts’ that matter and how you can ace them

excited business executives looking at customer experience reports

In many ways, a customers’ first encounter with your brand can define your entire relationship with them.

The very moment a customer first interacts with your brand, they will immediately assess your products, services, and performance. Everything you show them—from your behavior, attitude, and personality—can influence their decision to buy and stay loyal to your brand. Read More

Why do you need to have a single customer view?

customer service supervisor looking through magnifying lens

At a time when customers are communicating with brands using multiple channels, contact centers must have a single and unified view of the customer.

You’ve probably encountered the concept of a “single view of the customer” while reading articles, books, or studies about customer service. But most business leaders are still not sure what exactly this means. Read More