Faith Ocampo, Author at Open Access BPO

Call Center Agents Call Center Industry Customer Experience Customer Support

7 Useful Insights You Can Gain From Call Center Agents

Your frontline customer service teams possess deep knowledge about your customers, internal processes, and business strategies. But are you capturing their insights? If we’re going to be honest about it,...

By Faith Ocampo

December 16, 2016

Top Story

3 Consumer research mistakes most brands are guilty of

To meet consumers’ expectations and provide them an outstanding customer experience, you first need to know exactly what they want. Of course, the only way to do this is to...

By Faith Ocampo

December 15, 2016

Customer Experience Customer Support Performance Management

Addressing the Top Call Center Challenges to Increase Customer Satisfaction and Elevate Customer Experience

Providing exceptional customer service is paramount for brands seeking to gain a competitive edge. Many companies are now considering partnering with outsourcing call centers to handle their customer support needs...

By Faith Ocampo

December 14, 2016

Top Story

Encourage your customer support reps to be more creative

Working as a customer support rep may seem like an unglamorous way to make a living. This job is often dismissed, though wrongly so, as dull and repetitive. Worse, even...

By Faith Ocampo

December 13, 2016

Customer Support Live Chat Support

What’s in store for customer support chatbots this 2017?

Chatbots have come a long way since their invention in the 1960s. One of the first bot-operated programs was called ELIZA, considered a primitive form of artificial intelligence (AI). It...

By Faith Ocampo

December 12, 2016

Customer Experience

4 Successful big data projects that enhanced the customer experience

In an information-driven world, organizations’ real power lies in their ability to leverage data to build meaningful customer relationships. With the right people, processes, and tools, companies can use the...

By Faith Ocampo

December 9, 2016

Call Center Agents Performance Management Philippine Outsourcing

How Can Call Centers Recover From Bad Performance Reviews?

Call centers always try to perform at their best, but bad performance reviews still happen from time to time. Check out some recovery measures here. The success of your call...

By Faith Ocampo

December 8, 2016

Top Story

Overcoming talent gaps: 7 tips for contact centers

Despite recruiters’ best efforts to find skilled employees and get them to stay, 68% of human resource professionals are still having difficulties filling vacant positions in their organizations. The Society...

By Faith Ocampo

December 6, 2016

Customer Support Omnichannel

5 Research-backed customer support insights we learned this 2016

Year after year, the customer support landscape is changing alongside the formation of new tech trends and innovative ideas. Let’s look at five of the most significant, research-based insights we...

By Faith Ocampo

December 5, 2016

Customer Experience Customer Support

The 5 worst customer service habits you must avoid

Most brands aren’t even aware of their bad customer service habits. Because of this, they may be losing plenty of profits without realizing it. To improve customer interactions, the first...

By Faith Ocampo

December 2, 2016

Author: Faith Ocampo

7 Useful Insights You Can Gain From Call Center Agents

3 Consumer research mistakes most brands are guilty of

Addressing the Top Call Center Challenges to Increase Customer Satisfaction and Elevate Customer Experience

Encourage your customer support reps to be more creative

What’s in store for customer support chatbots this 2017?

4 Successful big data projects that enhanced the customer experience

How Can Call Centers Recover From Bad Performance Reviews?

Overcoming talent gaps: 7 tips for contact centers

5 Research-backed customer support insights we learned this 2016

The 5 worst customer service habits you must avoid