Faith Ocampo, Author at Open Access BPO

Should you remove AHT as a performance metric?

Is average handle time still relevant now that more and more customers expect personalized services? Many call centers have always included average handle time (AHT) in their primary metrics when...

By Faith Ocampo

June 27, 2016

Employee Engagement

5 Tips for managing part-time contact center employees

Hiring part-time employees is becoming a common trend among contact centers. It’s indeed a more flexible arrangement, but the management aspect can be challenging. More and more call centers are...

By Faith Ocampo

June 24, 2016

Top Story

3 Types of consumer insights a call center must share with other departments

Using the data they gather from consumers, call centers can help transform brands. Gone are the days when call centers can afford to just be “transactional” organizations. In fact, if...

By Faith Ocampo

June 23, 2016

Solutions

What ‘easy customer service’ means to consumers

Easy customer service is a term that a lot of consumers expect brands to provide. But what does this concept entail? Easy customer service plays a crucial role in meeting...

By Faith Ocampo

June 22, 2016

Solutions

Keeping data integrity intact: Tips for contact centers

What happens when brands make decisions based on erroneous information? Call centers generate massive amounts of data every day. The big data explosion in these frontline organizations is effected by...

By Faith Ocampo

June 21, 2016

Top Story

Team management dilemma: Should you fire lazy agents right away?

In a productivity-focused setting like a call center, it seems there’s no room for lazy agents. Or is there? As a manager, we’re sure you’ve encountered this employee before: the...

By Faith Ocampo

June 20, 2016

Customer Experience Customer Support Solutions

The Impacts of a Multichannel Strategy on Customer Centricity

Customer centricity is an elusive goal for many contact centers, mainly because there are several smaller goals that must be targeted in order to achieve it. As a whole, focusing...

By Faith Ocampo

June 17, 2016

Top Story

How content marketing insights can benefit the call center

There’s an old adage that goes, “The whole is greater than the sum of its parts.” In one word, we can refer to this as “synergy,” a crucial concept in...

By Faith Ocampo

June 16, 2016

Infographic Philippine Outsourcing

[Infographic]The pressure that Philippine call centers are under

What does the Philippines have to do to move up the outsourcing value chain? The Philippine outsourcing industry is more than just a lucrative enterprise. It’s now on its way...

By Faith Ocampo

June 15, 2016

Top Story

B2C vs B2B customer support: What’s the difference?

There’s no one-size-fits-all approach to making customers happy. In delivering excellent customer service, you have to consider the type of your business and what clients expect from you. B2B companies—businesses...

By Faith Ocampo

June 14, 2016

Author: Faith Ocampo

Should you remove AHT as a performance metric?

5 Tips for managing part-time contact center employees

3 Types of consumer insights a call center must share with other departments

What ‘easy customer service’ means to consumers

Keeping data integrity intact: Tips for contact centers

Team management dilemma: Should you fire lazy agents right away?

The Impacts of a Multichannel Strategy on Customer Centricity

How content marketing insights can benefit the call center

[Infographic]The pressure that Philippine call centers are under

B2C vs B2B customer support: What’s the difference?