Employee self-care is everyone’s personal responsibility. Ensuring it involves taking on activities that help maintain health and well-being, enabling them to prevent and manage illnesses caused by an unhealthy lifestyle. Between an employee’s tasks at work and at home, however, maintaining a balance and fully taking care of yourself can be challenging. This is why […]

A truly satisfying customer experience can build and cultivate trust among your consumers. One of the ways you can refine it is by ensuring the safety of your customers and their personal information as they engage and transact with your brand. Aside from implementing content moderation to monitor your website and social media pages from […]

With artificial intelligence (AI) tech in development, Google is aiming to streamline the call center productivity. But before you start creating your call center’s plans around its integration, here are some things you need to know. During last week’s Cloud Next conference in San Francisco, Google announced that they’re developing an artificial intelligence (AI) solution […]

In their recent Cloud Next conference held in San Francisco, Google announced that they’ve partnered with various companies in the AI, telecommunications, and cloud computing sectors to create an AI software for call centers.

Once, during a meeting, my colleagues got into a heated discussion, not because they were on opposing sides, but because they misconstrued the tone each other used. Emotions inevitably rose, and an argument exploded—one that could’ve been avoided had both parties used friendlier tones. Customer service is often an incubator for these situations. As any […]

The happier your customers are, the more willing they’d be to spend on your business. How then do you make them happy? Most business leaders think that customers’ happiness boils down to good customer support. And in a lot of ways, it’s true. In the age of the smartphone and the Internet, people want speed, […]

Improving the quality of work life your call center agents experience can help enhance the customer experience. How often do you ask your employees how they’re doing? Aside from the typical stress that call center agents face, how difficult is it for them to execute their tasks? Have you ever asked them how they feel […]

Your agents’ experience matters just as much as customers’ happiness. Every contact center’s goal is to deliver an effortless consumer experience. In an ideal world, that means brief (or none at all) on-hold times, quick calls, full issue resolution, and effective customer service reps. But if agents are struggling because of disorganized internal processes, then […]

This 2018, what should your customer support strategy look like? To keep customers happy and stay competitive, businesses should be able to embrace market innovations and new trends. That’s why every new year is always a good time to update the brand’s strategies and ensure that everything addresses your customers’ evolving needs. If you’re revamping […]

In this age when markets are teeming with equally brilliant products, the question is no longer “Who does it better?” but “Who delivers it better?” A few years back, the consumer spotlight was on the brands that created the best innovations. Impressive products were what made customers happy. Take Apple for example. Everybody was surprised […]