Faith Ocampo, Author at Open Access BPO

Employee engagement tips from 5 of the world’s best places to work for

The value of every agent, who works hard to please customers, is impossible to quantify, as it goes far beyond the numbers. That’s why for contact centers, employee engagement must...

By Faith Ocampo

June 13, 2016

Call Center Industry Outsourcing tech tools

5 Things That Happen When Your CRM Tool is Outdated

A Customer Relationship Management (CRM) system serves as the backbone of your customer interactions, helping you understand their needs, preferences, and behaviors to deliver exceptional experiences. Grooming frontline employees as...

By Faith Ocampo

June 10, 2016

Solutions

Measuring the Customer Effort Score: Key Things to Remember

Are you losing customers despite your impressive services? High customer effort may be the culprit. Harvard Business Review published an article titled, “Stop trying to delight your customers.” Its premise...

By Faith Ocampo

June 9, 2016

Top Story

5 Tricks to speed up complaint handling in your contact center

In the customer service arena, speed is king. For many customers, it has become the standard of great services. Now that customers expect everything to happen instantly, brands and their...

By Faith Ocampo

June 8, 2016

Culture Diversity Employee Engagement Multilingual Call Center Services Philippine Outsourcing

5 Tips to Improve Your Agents’ Intercultural Communication Skills

Effective training programs that promote cultural sensitivity have been in demand in recent years, and you can observe this trend across industries. Mainly, it’s because we live in an increasingly...

By Faith Ocampo

June 7, 2016

Solutions

Why it’s hard to measure social customer service

The advent of social media is fascinating. Although these social networking sites were originally created to enhance personal relationships, they have now evolved as customer service tools. Websites such as...

By Faith Ocampo

June 3, 2016

Customer Experience Customer Support

Great customer interactions have these 5 things in common

Every business has a goal of delivering great customer interactions consistently. Fortunately, such interactions have common denominators. Companies are constantly striving to stand out by providing great customer interactions. Understanding...

By Faith Ocampo

June 2, 2016

Top Story

A beginner’s guide to speech analytics

Speech analytics arms contact centers with customer service and sales strategies that are driven by consumer insight. Speech analytics tools have become commonplace in contact centers. Its adoption is driven...

By Faith Ocampo

June 1, 2016

Call Center Industry Culture

9 Call center red flags that point to poor leadership

Poor leadership needs to be addressed in call centers right away. How can this be done? Spot the call center red flags first. Call centers are dynamic hubs, managing countless...

By Faith Ocampo

May 31, 2016

Call Center Industry

How Call Center Employee Attrition Eats Away Your Profit

Sure, you can hire to replace resigning call center agents, but the truth is that employee attrition can cause deeper dents in your profit than you can imagine. Call centers...

By Faith Ocampo

May 30, 2016

Author: Faith Ocampo

Employee engagement tips from 5 of the world’s best places to work for

5 Things That Happen When Your CRM Tool is Outdated

Measuring the Customer Effort Score: Key Things to Remember

5 Tricks to speed up complaint handling in your contact center

5 Tips to Improve Your Agents’ Intercultural Communication Skills

Why it’s hard to measure social customer service

Great customer interactions have these 5 things in common

A beginner’s guide to speech analytics

9 Call center red flags that point to poor leadership

How Call Center Employee Attrition Eats Away Your Profit