James Glenn Gomez, Author at Open Access BPO

The state of customer trust in the mobile-first market landscape

The mobile-first revolution is an opportunity for your business to engage people on-the-go, but how does it affect customer trust? As a business owner, you grasp the significance of optimizing...

By James Glenn Gomez

November 2, 2017

Customer Experience Customer Support Solutions

How messaging apps are redefining the customer experience

One of the avenues where brands reach out to customers is through messaging apps. Learn how these apps impact the customer experience here. Messaging apps and customer messaging services have...

By James Glenn Gomez

October 17, 2017

Call Center Agents Employee Engagement

5 Mistakes to avoid when developing your gamification strategy

Are you sure your gamification strategy will work? Since the start of the recent decade, call centers have been using gamification, along with other employee engagement tactics, as a way...

By James Glenn Gomez

October 12, 2017

Customer Support Omnichannel Philippine Outsourcing

What parts of your startup should you outsource?

Running a new business would be less challenging if you have some much-needed expert help. Enter startup outsourcing. Starting a new business venture is an exhilarating and challenging endeavor. As...

By James Glenn Gomez

October 5, 2017

Global Outsourcing Performance Management Philippine Outsourcing

Should you end your partnership with your current outsourcing service provider?

Outsourcing your business process can be detrimental to your company—if you chose the wrong solutions provider. You decided to outsource your customer support service. You want a company that can...

By James Glenn Gomez

September 26, 2017

Employee Engagement Performance Management

Best Practices in Implementing Gamification for Your Call Center

Gamifying your call center is more than just making work more fun. It requires good intentions and effective execution. Gamification has always been touted as a way to alleviate the...

By James Glenn Gomez

September 18, 2017

Customer Experience Customer Support

Redeem the customer experience with a good customer service apology

Make up for your brand’s mistakes with a good customer service apology. It’s the first step to redeeming the customer experience. The customer experience is a vital aspect of any...

By James Glenn Gomez

September 11, 2017

Call Center Agents Customer Experience Employee Engagement

Maximize Your Call Center Workforce Through Forecasting Accuracy

The ability to adjust your workforce accordingly is key to an efficient and effective call center. Call centers can be tough to manage. There are some days that the workload becomes...

By James Glenn Gomez

September 4, 2017

Customer Support Global Outsourcing Solutions

Airlines are establishing a global presence by outsourcing to China

With China’s economic boom and support to the business process outsourcing industry, outsourcing to China becomes more appealing to airlines cutting corners more than ever. To face the coming financial...

By James Glenn Gomez

August 24, 2017