When your call center gets in the way of your brand’s growth

call center team leader with headache in customer support office

Nowadays, outsourcing means more than just cutting costs. It has emerged as a business strategy that lets brands expand their capabilities and market reach, with the goal of building the ideal customer experience.

This shift in perspective means it’s now harder for brand owners and customer relations managers to pick the right call center to represent their company. The underlying principle is that, once a company seeks the services of a customer support firm, the relationship between the two goes beyond a client–vendor one. They become, in essence, business partners. Read More

5 Customer service trends you should prepare for this 2017

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Throughout the years, customer service has evolved from being an unavoidable expenditure to a crucial component of brands’ business strategies.

Company leaders now treat customer support as a brand differentiator, something that would help them tower over their competitors. This 2017, it will continue to be a requisite to organizations’ success. Unsurprisingly, the entire customer experience landscape is rapidly transforming as a result of tech innovations, the rise of the wise consumer, and shifting business philosophies. Read More

4 Outsourcing challenges that are reshaping business strategies

worried businessman contemplating

The search for cost-efficient business solutions will continue to drive the growth of business process outsourcing (BPO) in the next six years.

Real estate firm Cushman & Wakefield’s Where in the World 2016 report stated that the global BPO sector is expected to grow by 6% annually. This is proof that entrepreneurs still consider third-party service providers as key components of their business strategies. Offshoring and nearshoring bring organizations opportunities to acquire high-value talents while letting them diversify their operations and extend their market reach. Plus, businesses get to save on operation costs without compromising the quality of their outputs. Read More

5 Ways to boost customer satisfaction this holiday season

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Thanksgiving Day, Black Friday, and Cyber Monday mark the official start of the holiday sale period. During this season, how can brands boost customer satisfaction and increase their sales?

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Every year, millions and millions of shoppers visit their favorite stores or go online to avail exciting holiday promos. For retailers, therefore, this period is crucial. Granted, the holidays would give you rich opportunities to increase sales and acquire new customers. But to enhance the customer experience, you need to plan carefully so you can outshine your competitors. Read More

5 Benefits of workforce management tools for call centers

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Workforce management solutions help call centers manage their human resources more effectively, allowing them to cut costs and perform better.

These days, most contact centers employ a large number of workers. This allows them to deploy multichannel services and respond quickly to customers’ queries. Managing a big team, however, can be difficult without the help of process automation tools. Read More

Top 5 customer service languages every brand needs

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The international business landscape is changing at a pace never before seen. McKinsey predicts that by 2025, almost half of the world’s biggest companies will be based in emerging markets, revolutionizing the dynamics of global business competition.

diverse young people wearing international flags

Employers are now starting to prepare for this massive shift. As such, more and more of them are taking an initiative to promote multilingualism in the workplace as part of their business growth strategy. Read More

How poor internal communication leads to poor customer service

businessman on phone call holding disconnected landline phone cable

Bad customer service experiences are often a result of disconnected internal departments and inefficient communication.

Organizational silos are one of the biggest barriers preventing contact centers from meeting customers’ expectations. Though often unintentional, isolating some of your departments can create gaps in the way you deliver customer support. When your internal teams don’t fully utilize organizational information, you become less agile and less competent. Read More