Faith Ocampo, Author at Open Access BPO

A brief introduction to skills-based routing in call centers

Commonly used in the telephony industry, skills-based routing is far from being a new concept. If you still haven’t rolled out this call assignment solution in your call center, this...

By Faith Ocampo

February 20, 2017

Call Center Agents Culture Employee Engagement

Recruitment 101: Attracting High-Performing Call Center Agents

Of course, call center leaders want only the best talents for their team, but the best talents are also looking for the best experiences from their prospective workplace. There’s a...

By Faith Ocampo

February 17, 2017

Call Center Industry

How will the Philippines’ ICT industry change in 2017 and beyond?

All over the world, businesses are operating in a landscape where everything is changing fast, thanks to technology. Let’s look at how the world’s outsourcing capital, the Philippines, is adapting...

By Faith Ocampo

February 16, 2017

Call Center Agents Customer Experience Customer Support

10 Customer Care Gestures That Will Make Your Clients Feel Special

Even if it’s just for a few moments, customer care gestures need to be taken seriously. Here are some tips you can follow. Establishing pleasant client relationships requires an understanding...

By Faith Ocampo

February 14, 2017

Top Story

7 Content marketing tips for contact centers

Content marketing can help call centers raise brand awareness, establish a credible image, and build new connections with prospective clients. Delivering high-quality content for your target audience must be one...

By Faith Ocampo

February 13, 2017

Call Center Agents Customer Experience Customer Support

5 Critical Resources Your Customer Support Representatives Must Have Access To

Learning how to improve customer service also means allowing your team to access certain resources. Find out what these are here. Learning how to improve customer service also means allowing...

By Faith Ocampo

February 10, 2017

Top Story

What's the ideal conflict resolution style for customer support reps?

How well can your call center agents handle conflicts with customers? Conflicts are unavoidable during customer service interactions. Agents may encounter irate and frustrated customers, or they may run into...

By Faith Ocampo

February 9, 2017

Call Center Agents Call Center Industry Performance Management

4 General Types of Skills All Contact Center Reps Must Learn

As part of skills management, identifying what your customer support reps can and can’t do can help improve your call center’s performance. Documenting, categorizing, and managing your staff’s skills are...

By Faith Ocampo

February 8, 2017

Customer Support

5 Tips for developing your call center’s unique selling point

It can be hard for a call center to stand out in a competitive outsourcing market. With numerous players entering the industry, how can you convince prospective clients that they...

By Faith Ocampo

February 7, 2017

Customer Support

How call centers can help you re-engage dormant customers

Customer service doesn’t only extend to active customers but also to the inactive ones. Here’s how dormant customer re-engagement is done. In any business, retaining customers is just as crucial...

By Faith Ocampo

February 6, 2017

Author: Faith Ocampo

A brief introduction to skills-based routing in call centers

Recruitment 101: Attracting High-Performing Call Center Agents

How will the Philippines’ ICT industry change in 2017 and beyond?

10 Customer Care Gestures That Will Make Your Clients Feel Special

7 Content marketing tips for contact centers

5 Critical Resources Your Customer Support Representatives Must Have Access To

What's the ideal conflict resolution style for customer support reps?

4 General Types of Skills All Contact Center Reps Must Learn

5 Tips for developing your call center’s unique selling point

How call centers can help you re-engage dormant customers