Faith Ocampo, Author at Open Access BPO

Call Center Industry Customer Experience

5 Things Agile Call Centers Do Differently

Call centers need to keep up with the changing demands of customers. Here are five ways that agile call centers can do this. Traditional call centers often struggle to keep...

By Faith Ocampo

March 3, 2017

Customer Experience Customer Support

4 Qualitative techniques to gather deep consumer insights

Deep consumer insights create the foundation for breakthrough customer experiences that can set your brand apart. Toward the end of last year, ecommerce giant Amazon revealed exciting details about its...

By Faith Ocampo

March 2, 2017

Customer Support

5 Hard lessons all customer support agents must learn

Sharing these harsh lessons with your customer support team can put a stop to underperformance. If you find your call center agents slacking off, perhaps you need to remind them...

By Faith Ocampo

March 1, 2017

Call Center Industry Customer Experience Customer Support Global Outsourcing Performance Management

Business tip: Don’t avoid failures; make the most of them

Making mistakes is part of being human. We’re all flawed. We all make illogical decisions. And we’re aware of this, at least at a theoretical level. But why are so...

By Faith Ocampo

February 28, 2017

Customer Experience Data Security Philippine Outsourcing Solutions

The Main Types of eCommerce Fraud All Brands Must Be Prepared to Combat

Online retailers are losing a huge chunk of their earnings to fraudsters. How can you protect your brand from all types of ecommerce fraud? The Growing Fraud Problem Plaguing Ecommerce...

By Faith Ocampo

February 28, 2017

Top Story

How should content moderators deal with Internet trolls?

We’ve all encountered Internet trolls. They thrive in any virtual space where conversations take place—online forums, review websites, and social media threads, to name a few. The Internet is one...

By Faith Ocampo

February 28, 2017

Call Center Agents Customer Experience

Customer Service Tips to Cut Down Repeat Complaints: Enhancing Satisfaction and Loyalty

Table Of Contents First Contact Resolution: Importance and Common Reasons for Failure Common Reasons and Consequences of Repeat Complaints in Customer Service Customer Service Tips to Cut Down Repeat Complaints...

By Faith Ocampo

February 27, 2017

Philippine Outsourcing News

Australian firms prefer the Philippines as an outsourcing destination

A study by the Philippine Institute for Development Studies (PIDS) revealed that most Australian firms favor the Philippines as an offshoring destination. The research found that Australian entrepreneurs prefer to...

By Faith Ocampo

February 24, 2017

Customer Support

Here’s what callers really think during bad customer support interactions

When it comes to customer service, every single transaction matters. You must always be prepared to provide customers the quality of treatment they deserve across all touchpoints. This is especially...

By Faith Ocampo

February 24, 2017

Philippine Outsourcing

The Philippine real estate sector: A quick guide for foreign investors

The property sector—supported by growing BPO demands and infrastructure development—is playing a significant role in boosting the Philippine economy. How can foreign investors make the most of this opportunity? The...

By Faith Ocampo

February 22, 2017

Author: Faith Ocampo

5 Things Agile Call Centers Do Differently

4 Qualitative techniques to gather deep consumer insights

5 Hard lessons all customer support agents must learn

Business tip: Don’t avoid failures; make the most of them

The Main Types of eCommerce Fraud All Brands Must Be Prepared to Combat

How should content moderators deal with Internet trolls?

Customer Service Tips to Cut Down Repeat Complaints: Enhancing Satisfaction and Loyalty

Australian firms prefer the Philippines as an outsourcing destination

Here’s what callers really think during bad customer support interactions

The Philippine real estate sector: A quick guide for foreign investors