Faith Ocampo, Author at Open Access BPO

Increasing engagement among newly hired customer support reps

Creating an organizational culture that promotes staff engagement is a continuous process. How should call centers engage new hires and make them feel part of the team? From the moment...

By Faith Ocampo

July 24, 2017

Customer Experience Customer Support

5 Questions you must answer to build a customer-centric brand

Do you want to build a customer-centric brand? Try focusing on customer experience and securing customer loyalty. The term “customer-centric brand” signifies a strategic approach where the customer is at...

By Faith Ocampo

July 18, 2017

Customer Experience Customer Support Employee Engagement

In customer service, tiny improvements matter

Business leaders are often trained to think big, analyze the overarching narrative, and place more weight on the bigger picture. When we talk of process improvement, however, even the tiniest...

By Faith Ocampo

July 13, 2017

Call Center Agents Employee Engagement

Using Big Data to Measure and Drive Up Employee Engagement

Over the last years, as outsourcing managers have begun to realize the value of their people, employee engagement emerged as a big topic in business. But even if we keep...

By Faith Ocampo

July 11, 2017

Customer Experience Customer Support

7 Things That Influence and Shape Customer Expectations

Managing customer expectations is tricky. It’s by no means an exact science, which is precisely what makes it a difficult task. People’s expectations from your brand affect the customer experience...

By Faith Ocampo

July 5, 2017

Customer Experience Customer Support Email Support Live Chat Support

Engage Proactively with Website Visitors Through Customer Support

Ecommerce websites can boost sales by increasing customer engagement with the help of online customer service channels. Today’s brands know that much of their success relies upon their digital performance....

By Faith Ocampo

July 3, 2017

Customer Experience Customer Support Omnichannel

Why the phone is still the most important customer support channel

In an omnichannel world, is the phone still relevant? Along with technology’s forward march, the way that we communicate over long distances also drastically changed. From traditional options like the...

By Faith Ocampo

June 23, 2017

Customer Support Global Outsourcing

Best Practices to Boost Data Security in Call Centers

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...

By Faith Ocampo

June 21, 2017

Call Center Agents Customer Experience Customer Support

How Can Call Center Agents Learn the Art of Asking the Right Questions?

Asking the right questions yield the right answers. But how do call centers know which questions to ask customers? Here’s how they can hone this underrated skill. Knowing how to...

By Faith Ocampo

June 19, 2017

Customer Support Employee Engagement Performance Management

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

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....

By Faith Ocampo

June 14, 2017

Author: Faith Ocampo

Increasing engagement among newly hired customer support reps

5 Questions you must answer to build a customer-centric brand

In customer service, tiny improvements matter

Using Big Data to Measure and Drive Up Employee Engagement

7 Things That Influence and Shape Customer Expectations

Engage Proactively with Website Visitors Through Customer Support

Why the phone is still the most important customer support channel

Best Practices to Boost Data Security in Call Centers

How Can Call Center Agents Learn the Art of Asking the Right Questions?

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