OABPO Blog Team, Author at Open Access BPO

Can I use content moderation to manage customer experience?

As customer experience management (CEM) is done by studying interactions between customers and brands, companies rely on customer service channels to gather insights that are useful for their service-tailoring endeavors....

By OABPO Blog Team

May 2, 2014

Global Outsourcing Solutions

Why CEM matters in technical support outsourcing firms

CEM, or customer experience management, is defined as the process of collecting and analyzing consumer-brand interactions so that companies can improve their service according to each customer’s expectations.

By OABPO Blog Team

May 2, 2014

Philippine Outsourcing Solutions Top Story

Is customer service outsourcing ideal for the hospitality industry?

The decision to avail customer service outsourcing services is a question that even hospitality businesses face. Some may see it as an absurd decision because the kind of services that...

By OABPO Blog Team

April 30, 2014

Top Story

How data analytics helps a Philippine call center

Perhaps every Philippine call center has applications that handle data analytics in place to gain customer insight and study employee performance. From the information contact centers gather, they are able...

By OABPO Blog Team

April 30, 2014

Top Story

Should I sign a tech support outsourcing deal with an MSP?

Before answering the question, let’s first define MSP. Short for managed services provider, an MSP is a third party contractor that supplies equipment, applications, and services to businesses. MSPs cover...

By OABPO Blog Team

April 29, 2014

Solutions Top Story

Facebook’s Business Manager: Streamlining social media marketing

Social media marketing will be better than ever in the largest social network today. With Facebook’s newly launched Business Manager, marketers can handle multiple campaigns using one interface.

By OABPO Blog Team

April 29, 2014

Top Story

Why a multilingual call center must learn different phone etiquette

Aside from greeting and parting with customers using the language they speak, what should a multilingual call center agent do to make the phone conversation go smoothly? There is a...

By OABPO Blog Team

April 28, 2014

Philippine Outsourcing Top Story

Analytics 101: What Philippine call center firms analyze

Philippine call center companies use analytics to anticipate the needs of their customers and keep them happy. From reports on customer reception, employee performance, and even tool effectiveness, they are...

By OABPO Blog Team

April 28, 2014

Philippine Outsourcing Solutions

The benefits of self-help options to a multilingual call center

Self-help options prove to be beneficial to call center operations. They have similar and varying advantages to different types of voice service. Technical support call centers, for example, solve issues...

By OABPO Blog Team

April 25, 2014

Top Story

How a call center in the Philippines manages customer experience

Almost every call center in the Philippines collects and analyzes customer experiences with brand representatives to meet each customer’s own expectation from the company. In doing so, a call center...

By OABPO Blog Team

April 25, 2014

Author: OABPO Blog Team

Can I use content moderation to manage customer experience?

Why CEM matters in technical support outsourcing firms

Is customer service outsourcing ideal for the hospitality industry?

How data analytics helps a Philippine call center

Should I sign a tech support outsourcing deal with an MSP?

Facebook’s Business Manager: Streamlining social media marketing

Why a multilingual call center must learn different phone etiquette

Analytics 101: What Philippine call center firms analyze

The benefits of self-help options to a multilingual call center

How a call center in the Philippines manages customer experience