The only way to build a high-performing call center is to recruit the right employees who possess the attitudes and skills that suit your company culture. Your customer support reps play a crucial role in ensuring that you can achieve your organizational goals and stick to your standards of excellent performance. You should thus be […]
A call center that fosters creativity among its agents will be able to enhance the customer experience in ways no other organization can. Think about the world’s biggest names when it comes to customer service, including Zappos, Starbucks, and Amazon. These brands have one thing in common: they focus on promoting creativity and independence among […]
Brands’ increasing focus on customer support isn’t just a fad. When carried out correctly, high-quality services help businesses build trust among its target consumers. On the contrary, poor customer service harms a company’s sales and reputation. It leads to buyer churn, abandoned shopping carts, and negative word of mouth—which means it can be extremely expensive. […]
As one of the most competitive players in the global outsourcing market, how does the Philippines plan to tackle the biggest, looming industry challenges? Business leaders’ quest for cost-effective solutions, consumers’ shifting preferences, and the rise of new tech products and processes are simultaneously reshaping the offshoring landscape. For emerging outsourcing locations, the challenges that […]
Information security awareness doesn’t always have to be your business’ responsibility. Here’s how you can help customers chip in. For businesses, strong information security awareness is particularly pronounced. In fact, having fortified defenses is the first step toward ensuring a brand’s resilience. The ability to understand, adapt, and proactively engage with the principles of cybersecurity […]
Missed customer service calls aren’t something to be underestimated. Here’s what could happen if you’re not careful. Every interaction with a customer is an opportunity to solidify trust and strengthen relationships. During these crucial moments, your brand can show your customers how effective you are in addressing issues, answering questions, or finalizing sales. Unfortunately, this […]
It’s not enough to just look at the benefits. Consider these outsourcing challenges that could affect your decision-making. Time and time again, you hear of the benefits that come with outsourcing. The cost-effectiveness and external expertise offered by providers brings greater agility and efficiency for your brand. These benefits may be significant, but so are […]
There’s no one-size-fits-all formula for building a customer-centric brand. But one of the best ways to do so is to align your support and marketing strategies. As more and more company leaders come to realize that customer service and marketing cannot function effectively without the other, the line between the two has begun to blur.
The only way to make your brand memorable is by providing consumers exactly what they want and need. Getting there, however, is a complex and difficult process. Every interaction with your support team presents a valuable opportunity to leave a lasting impression. Customers tend to remember those exceptional experiences where their needs were met, concerns […]
In terms of cyber security, 2016 has been a tough year for brands. How should you gear up for a new breed of IT threats in 2017? Information security breaches made headlines this year. As of last month, over two billion records have already been stolen, exposing consumers and businesses to massive risks. Even big […]