Facebook and Google are on the verge of a really bad breakup with global brand Unilever if they fail to moderate their content properly. Like an early Valentine’s date gone wrong, Unilever decided that it will bring its relationship with tech giants Facebook and Google to a halt if they fail to clean up the […]
The European Union’s (EU) new data security and privacy directive seeks to improve how businesses, including call centers, handle vital and personal data of the trade bloc’s constituents. This presents implications on how contact centers should process an EU citizen’s personal information. In early 2016, the EU signed into law its new data protection policy, […]
Is your call center equipped to fend off cyberattacks or to comply with new data security regulations? As technology continues to grow, the number of ways it can be exploited grows as well. With 2017 rife with huge data security breaches, it’s hard not to be worried for your call center’s security. After all, maintaining […]
We all know that what triggered the digital revolution is the smartphone. Starting out as a game-changing, all-in-one tech, this device quickly became an omnipresent gadget that has taken root in people’s pockets. This digital movement is so impactful that it’s reshaping consumers’ behaviors. Everyone’s glued to their phones, expecting brands to be accessible across […]
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 […]
Prevention is better than cure. But in customer experience, it may be the other way around. Why is this so? Have you ever had a less-than-stellar customer experience with a company’s service, only to be amazed by their efforts to make things right? This phenomenon, known as service recovery, plays a crucial role in maintaining […]
Outsourcing your business process can be detrimental to your company—if you chose the wrong solutions provider. You decided to outsource your customer support service. You want a company that can assure your customers that they’re in the right hands, without you draining much money. A solutions provider offers you an attractive offer that might seem […]
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) […]
These days, call centers operate in a highly competitive landscape. They manage sophisticated and complex technology systems to optimize sales and meet customer demands. For instance, customer management platforms have evolved throughout the years, which is both a good and a bad thing. While tech-powered solutions like this enhance contact center services, they also make […]
China remains one of the strongest and most dynamic economies of the world, and foreign companies are entering its market to make the most out of the business opportunities it offers. China is known as the world’s manufacturing hub. For many years, it has practically monopolized the labor-intensive production of goods—from the simplest to the […]
