How messaging apps are redefining the customer experience

businessman holding smartphone

What do Swiss army knives and messaging apps have in common? Both are multitools, though the latter ideally improves the customer experience.

It was in the ’60s when theorist, professor, and author Marshall McLuhan predicted that we’d be living in an interconnected world. He envisioned it as the global village, an interactive, unified planet connected by the mediums we use. Read More

What parts of your startup should you outsource?

business team executives standing building digital world map backdrop

Outsourcing needn’t be confusing nor scary for startups. It just takes learning what processes you should let third-party companies handle.

Starting a business from the ground up takes a lot of effort and budget. Not all startups have the resources or are backed by angel investors, and so they need to be careful with their spending. If startups fail, all the effort and money goes down the drain. No matter how ingenious your startup’s innovative product or service is, if you fail to manage your other functions, your company will crumble. Read More

Redeem the customer experience with a good customer service apology

worried call center agent

The adage Murphy’s Law states: “Anything that can go wrong will go wrong.” When service failure occurs, it’s important for your call center to know how to apologize to redeem the customer experience.

It’s common for call centers to have a script. It’s an approximation of what a typical customer interaction would sound like, and so it helps as a guide to talking to customers. In cases of service recovery, there’s the empathy spiel; it’s when agents say they’re sorry. It goes along the lines of “I’m sorry that you feel this way.” Such apologies tend to feel soulless or robotic instead of empathic. It doesn’t make for a good customer experience, it only ruins it. Read More

Airlines are establishing a global presence by outsourcing to China

airplane parked in airline at sunset

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 challenges, international carriers are now considering outsourcing their business processes more than ever. With its recent economic upswing and its emergent business processes outsourcing (BPO) sector, China has become an unlikely destination as the cornerstone of global customer service. Read More

5 Tips for building a high-performing omnichannel team

omnichannel customer support agent holding headset by tablet computer in office

Call centers need to build a consistent and memorable customer experience covering all channels, both digital and non-digital.

To do this, you need a high-performing omnichannel team that can successfully implement your customer service strategy. At first, however, you may find this task challenging or you may be clueless as to where you should start.

Here are five tips you’d find useful during this process. Read More

In customer service, tiny improvements matter

busy call center agent speaking to caller surrounded by customer service coworkers

Business leaders are often trained to think big, analyze the overarching narrative, and place more weight on the bigger picture. When we talk of process improvement, however, even the tiniest tweaks matter.

Take for example customer service. Customer relations experts know that there’s no quick formula to improve the way they deliver support to their clientele. The process is long, research-heavy, painful, and difficult to implement. It’s also marred with trial and error, as not every technique used is sure to yield desirable results. Read More