The future of customer experience (CX) is shifting at an unprecedented pace, and brands that fail to keep up risk losing their competitive edge. The Top Customer Experience Goals Your Brand Needs to Pursue Now Brand expectations will continue to rise this 2025. The same goes for the demand for seamless, secure, and highly personalized […]
Every successful call center has a team that goes beyond the scripted responses and conventional methodologies. This is one area where creativity manifests itself. Call center creativity, in its truest form, refers to the ability to think outside the predefined parameters, offering unique solutions and strategies to cater to customer needs. The call center industry […]
MAKATI CITY, Philippines, October 2023 โ In a strategic move aimed at enhancing both skills and operational efficiency, Open Access BPO, a prominent multinational call center, proudly reports the successful culmination of its leadership team’s Lean Six Sigma: White Belt training. “Open Access BPO wanted employees to apply the Lean Six Sigma principles of process […]
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Call centers in the Philippines understand the importance of employee enrichment initiatives in keeping employees happy, fulfilled, and motivated. As such, many of them establish training programs to help employees develop and enrich their skills to boost their confidence and progress in their chosen career paths. Multilingual call center Open Access BPO recently launched its […]
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, […]
Outsourcing your business process can be detrimental to your companyโif 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 […]
Gamifying your call center is more than just making work more fun. It requires good intentions and effective execution. Gamification has always been touted as a way to alleviate the persisting employee attrition issues of the call center. Ideally, it seeks to improve employee engagement by introducing gamified element to a particular task. In short, […]
Customer service training and performance assessment are the two most important pillars of high-quality support. Many call centers spend a huge portion of their budget to improve their employees’ skills. They create and implement their own customer support training programs specially tailored to their agents’ needs. While these may be effective, they alone may not […]
If you’re suffering from increasing customer churn rates, that’s an indication that you’re doing something wrong. In most cases, customers abandon brands they don’t trust. It may be due to underperformance, ineffective communication strategies, or lack of transparency. However, you need to pinpoint exactly why customers are leaving you. That way, you can come up […]
Effective leadership is the bedrock of success. A great call center leader possesses a unique blend of skills and qualities that empower them to guide their team towards excellence. However, there are certain things that can hinder the progress of even the most promising call center leadership. Today, we’ll learn about these adversaries, explore the […]