Faith Ocampo, Author at Open Access BPO

Customer Experience Live Chat Support Solutions

How formal language ruins social media customer support

Using a conversational tone on social media can invite customers to talk to you more. The beauty and hazard of multichannel customer support is that it allows brands to reach...

By Faith Ocampo

May 12, 2016

Top Story

4 Stories telemarketers can tell to captivate customers

Storytelling is a powerful telemarketing technique every brand needs to master. Storytelling, an old-as-time technique for engaging an audience, has been gaining traction in recent years as a marketing and...

By Faith Ocampo

May 11, 2016

Solutions

On-premises vs cloud call centers: Which performs better?

The war between on-premises and hosted contact centers is becoming even more intense. While it’s true that cloud solutions for outsourced customer support have become popular, many business owners are...

By Faith Ocampo

May 7, 2016

Solutions

What call centers need to know about ransomware attacks

Can you protect your customers data from ransomware? In the first quarter of 2015, ransomware was found to re-emerge, stronger than before. McAfee Labs saw a 165% rise in “data...

By Faith Ocampo

May 6, 2016

Call Center Agents Customer Experience Customer Support

Customer service training tip: Scripted empathy never works

Scripts may be effective in steering conversations in the right direction, but they rarely work for communicating empathy. Empathy, long been regarded as an essential component of successful customer support,...

By Faith Ocampo

May 4, 2016

Call Center Agents Culture Employee Engagement Performance Management

Grooming Frontline Employees as Call Center Leaders

Grooming frontline employees to become call center leaders ensures positive interactions with customers. Here’s how it is done. Frontline employees form the bedrock of customer interactions. They are the first...

By Faith Ocampo

May 3, 2016

Global Outsourcing Solutions

5 Pitfalls of multisourcing and how to avoid them

If you’re planning to ink multiple outsourcing deals, be sure you can multitask. Multisourcing became popular as an attempt to guard against the risks of relying on just one major...

By Faith Ocampo

May 2, 2016

Call Center Agents Call Center Industry Performance Management

Damage control tips for handling call center resignations

Call center resignations negatively affect employees who work hard to keep up with demand. Luckily, there are ways around this setback. Employee turnover is a reality that call centers often...

By Faith Ocampo

April 29, 2016

Solutions

Outbound call centers are moving beyond telemarketing

Outbound call center services allow brands to reach customers in a more proactive way. A quick glimpse at call centers today would tell us that they re leaning more toward...

By Faith Ocampo

April 28, 2016

Customer self-service

Customer care tip: Make your self-service portal more visual

As tools for customer self-service, visual aids help customers easily follow instructions and fully understand a product’s features. Customer self-service is rapidly becoming the new norm. With this feature, you...

By Faith Ocampo

April 27, 2016

Author: Faith Ocampo

How formal language ruins social media customer support

4 Stories telemarketers can tell to captivate customers

On-premises vs cloud call centers: Which performs better?

What call centers need to know about ransomware attacks

Customer service training tip: Scripted empathy never works

Grooming Frontline Employees as Call Center Leaders

5 Pitfalls of multisourcing and how to avoid them

Damage control tips for handling call center resignations

Outbound call centers are moving beyond telemarketing

Customer care tip: Make your self-service portal more visual