Faith Ocampo, Author at Open Access BPO

Call Center Agents Culture Employee Engagement

7 Tough Decisions All Call Center Team Leaders Must Make

Sometimes, tough decisions have to be made in the workplace. These are what every call center team leader has to deal with in these situations. Call center leaders play an...

By Faith Ocampo

April 5, 2017

Customer Experience Customer Support Solutions

5 Basic conveniences shoppers want from e-commerce brands

Ecommerce customer experience is driven mainly by convenience. Here are some crucial elements that brands need to achieve it. From its humble beginnings, e-commerce has turned into a global phenomenon,...

By Faith Ocampo

April 4, 2017

Call Center Agents Performance Management

The Importance of Emotional Intelligence in Call Centers

Although the idea of emotional intelligence is relatively new, it has already been embraced by organizations across industries—including call centers. Call centers stand at the forefront of customer service interactions....

By Faith Ocampo

April 3, 2017

Customer Experience Customer Support

Why aiming for customer satisfaction is dangerous

If you’re willing to settle for something “good,” you’re losing the opportunity to overcome your own limits and become even greater. If you think about it, good customer service just...

By Faith Ocampo

March 30, 2017

Content Moderation Solutions

What It’s Really Like to Moderate Social Media Content

Table Of Contents The Role of Social Media Moderation Services Challenges and Benefits of Social Media Moderation Services The Social Media Moderator’s Most Wanted List About Social Media Moderation Guidelines...

By Faith Ocampo

March 29, 2017

Call Center Industry Data Security Global Outsourcing

The Growing Fraud Problem Plaguing Ecommerce

As digital scam artists keep honing their craft to outsmart ecommerce brands, how do you make sure your fraud prevention techniques are robust enough? When brands began moving their stores...

By Faith Ocampo

March 28, 2017

Customer Experience Performance Management

5 Traits of Abusive Customers You Shouldn’t Tolerate

In dealing with difficult customers, how much is too much? Here’s how to handle abusive customers in the call center. As a call center leader, you understand the significance of...

By Faith Ocampo

March 27, 2017

Customer Support

4 Common conflicts between brands and customer support providers

Just like most business partnerships, conflicts are unavoidable when you’re working with a call center. However, they don’t necessarily mark the end of your relationship. As much as you’d like...

By Faith Ocampo

March 24, 2017

Call Center Agents Employee Engagement

Helping Your Call Center Agents with Time Management

Call center time management is an especially tricky practice for most agents, but there are ways of handling this issue well. As a call center leader, you’re well aware of...

By Faith Ocampo

March 23, 2017

Customer Experience Customer Support

How messaging apps are changing customer conversations

Customer service practices are continuously evolving as brands embrace new technologies that can simplify and uplift shoppers’ experiences. When Internet-enabled mobile devices such as smartphones and tablets began to take...

By Faith Ocampo

March 22, 2017

Author: Faith Ocampo

7 Tough Decisions All Call Center Team Leaders Must Make

5 Basic conveniences shoppers want from e-commerce brands

The Importance of Emotional Intelligence in Call Centers

Why aiming for customer satisfaction is dangerous

What It’s Really Like to Moderate Social Media Content

The Growing Fraud Problem Plaguing Ecommerce

5 Traits of Abusive Customers You Shouldn’t Tolerate

4 Common conflicts between brands and customer support providers

Helping Your Call Center Agents with Time Management

How messaging apps are changing customer conversations