‘Tis the season of tinsel, parties, and most of all, spending sprees! Cyber Week kicked off the holiday rush, and it’s expected to get busier until Christmas and New Year. Often, the last quarter of the year is a dizzying wave of last-minute purchases and rush deliveries bundled with armies of frustrated customers. Despite the […]

The road to a thriving global business is paved with challenges that can whittle down entrepreneurs’ motivation and test customer trust. And in an industry dominated by legacy brands, even having an innovative product will only get you so far. Open Access BPO’s case study, Building a Non-voice Solution to Propel a Telecom Disruptor, highlights […]

In less than a month, millions of Thanksgiving turkeys will grace banquets and signal the much-awaited Black Friday and Cyber Monday shopping bonanzas. With price slashes often too good to resist, bargain hunters are expected to flood every brick-and-mortar store and e-commerce business’ website. People will also be reaching out to brands’ customer service channels […]

WASHINGTON, May 29, 2019 – Multilingual call center Open Access BPO was named a leading IT and business services company in a recent list unveiled by B2B ratings and reviews firm, Clutch. The Clutch Top IT & Business Service Companies 2019 list highlights more than 470 companies ranked in various categories. Open Access BPO was […]

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 […]

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 […]

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 the world of fast-paced communication and instant gratification, text messaging should’ve been passe by now. But SMS isn’t dead yet, and it still holds potential for customer service and for small and medium businesses (SMBs). In this month, 25 years ago, the first-ever text message was sent by then-developer Neil Papworth to Vodafone director […]