If brands care about consumers, it results in great customer service stories. Here’s a look at just how impactful these stories are. Customer service is the foundation of a successful business, which is why it goes beyond just meeting basic needs and becomes a catalyst for building lasting relationships with customers. But how can businesses […]
Table Of Contents Understanding Your Customerss Needs Evaluating Your Current Customer Support Strategy Keeping Up with the Trends Factors Influencing the Frequency of Updates Signs It’s Time for an Update The Benefits of Regular Updates Strategies for Updating Your Customer Support Placing Customers at the Center Making it Part of Your Culture Ensuring Smooth Transitions […]
Switching to a new call center can either be a wise choice or a terrible blunder. Stay on the good path by considering these five factors. At some point, your business develops greater needs that your outsourcing partner may no longer be able to fulfill. When this happens, switching to a new call center should […]
To quell the chaos among customers during a business crisis, you need more than just an apologetic press release or a remorseful Facebook status. As news—especially the bad ones—go viral in a flash, any negative issues about your brand can instantly spread and harm your reputation. When this happens, you mu st be ready to […]
The increasing demand for office space is fueling the growth of new Philippine outsourcing hubs. As the Philippines continues push for regional growth, new outsourcing hubs called Next Wave Cities are being developed. The 10 new business process outsourcing (BPO) hubs include cities Baguio, Davao, and Dumaguete, which are now among Tholons’ Top 100 Outsourcing […]
Let’s stop the meaningless chatter about big data and start talking about results. Everyone in the world of business is engrossed in the possibilities of big data and analytics. More often than ever, we’re seeing how these highly sophisticated tech-driven capabilities revolutionize customer service and marketing strategies. It’s apparent that data-driven insights are pushing us […]
For multilingual call center agents, experiencing culture shock is unavoidable. How well can your agents handle this? According to global communication expert Communicaid, culture shock is a state of psychological or physical disorientation that occurs when people encounter a new culture. Although it happens more commonly to those who recently moved to a foreign location, […]
Workflows can be manipulated, and common call center agent excuses are culprits for this. Discover what these are here. Well-defined workflows are the main reason why call centers are so efficient in their operations. When agents follow these workflows, they handle customers better by way of prompt resolutions and reduced wait times. However, there are […]
What does the future of the BPO industry look like? Over the years, business process outsourcing (BPO) has been rapidly expanding across the world. What drives this explosive growth are entrepreneurs’ evolving priorities, tech innovations, and new trends in business management. Here are four of the most influential trends shaping the outsourcing industry.
Monitoring call center shrinkage will allow you to optimize agents’ scheduling for increased productivity. Agents are the most important resource of contact centers. Although automated solutions already exist, nothing can match the quality of work real people can deliver, especially when it comes to customer service. To stay on top of massive amounts of customer […]