Category: Customer Experience

Customer Experience Performance Management

5 Traits of Abusive Customers You Shouldn’t Tolerate

In dealing with difficult customers, how much is too much? Here’s how to handle abusive customers in the call center. As a call center leader, you understand the significance of...

By Faith Ocampo

March 27, 2017

Customer Experience Customer Support

How messaging apps are changing customer conversations

Customer service practices are continuously evolving as brands embrace new technologies that can simplify and uplift shoppers’ experiences. When Internet-enabled mobile devices such as smartphones and tablets began to take...

By Faith Ocampo

March 22, 2017

Call Center Agents Customer Experience Customer Support

Breaking Bad News: Mastering the Art of Delivering Difficult Messages to Your Customers

Table Of Contents Why Effectively Delivering Difficult Messages to Customers is Essential Consequences of Mishandling Bad News Delivery Common Types of Difficult Messages to Deliver to Customers What’s the Best...

By Faith Ocampo

March 21, 2017

Customer Experience

Customer satisfaction doesn’t always grow into loyalty

Just because your customers are satisfied with your brand’s services doesn’t mean they’re going to stick around. Chances are, they’re constantly on the lookout for a company that trumps you...

By Faith Ocampo

March 20, 2017

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

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

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

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

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