Faith Ocampo, Author at Open Access BPO

Call Center Agents Employee Engagement Performance Management

10 Common Causes of Call Center Tension Between Employees

Call center tension can have a huge impact on employee relationships. Here’s a look at 10 of its common causes and how to deal with them. Working in a call...

By Faith Ocampo

May 15, 2017

Customer Experience Global Outsourcing Philippine Outsourcing

5 Common mistakes brands make when expanding to new markets

If you’re running a business, one of your main goals may be to expand to new markets outside your domestic borders. But some mistakes can lead you to failure. In...

By Faith Ocampo

May 12, 2017

Outsourcing tech tools Philippine Outsourcing

The Spread of Internet Connectivity in Emerging Markets

There are 7.5 billion people in the world, but only 3.7 billion are connected to the Internet, which translates to a 49.6% global penetration rate. This figure is quite disappointing,...

By Faith Ocampo

May 11, 2017

Global Outsourcing

Driving more revenues by embracing digitization

In this age, digital transformation is no longer a topic of debate. It’s an imperative for both B2C and B2B companies that aim to become more agile, competitive, and fast-growing....

By Faith Ocampo

May 9, 2017

Solutions

Is telemarketing still relevant in an info-driven marketplace?

Let’s admit it: telemarketing can be a tad bit annoying, especially for skeptic modern consumers. These days, customers make use of all the information available to them before making a...

By Faith Ocampo

May 8, 2017

Customer Experience Customer Support

5 Customer service myths you should stop believing

While doing your own research is a great idea, unknowingly believing some customer service myths may throw you off. Customer service has the power to make or break the success...

By Faith Ocampo

May 5, 2017

Customer Support Employee Engagement Performance Management

Why agent journey mapping matters in customer service

Mapping the customer’s journey is important, but did you know that agent journey mapping is also a thing? Discover why it matters here. Delivering exceptional customer experiences requires a deep...

By Faith Ocampo

May 4, 2017

Employee Engagement Performance Management

10 Skills Customer Service Team Leaders Must Have

If you’re not training your newly promoted team leaders, you may just be setting them up to fail. Staff and project management—which is the primary role of leaders—is a massively...

By Faith Ocampo

May 3, 2017

Customer Experience Customer Support Live Chat Support Omnichannel Solutions

Why brands must take Facebook Messenger seriously

Facebook Messenger wants to become the mobile app for everything. What does this mean for brands? The idea that Messenger is aiming to transform itself from a messaging mobile app...

By Faith Ocampo

May 2, 2017

Employee Engagement Performance Management

Can incentive plans really boost employee engagement?

To keep productivity levels high, many call centers implement a performance-based incentive system, allowing them to identify and reward their top agents. Can this technique really boost employee engagement? Rewarding...

By Faith Ocampo

April 24, 2017

Author: Faith Ocampo

10 Common Causes of Call Center Tension Between Employees

5 Common mistakes brands make when expanding to new markets

The Spread of Internet Connectivity in Emerging Markets

Driving more revenues by embracing digitization

Is telemarketing still relevant in an info-driven marketplace?

5 Customer service myths you should stop believing

Why agent journey mapping matters in customer service

10 Skills Customer Service Team Leaders Must Have

Why brands must take Facebook Messenger seriously

Can incentive plans really boost employee engagement?