Category: Performance Management

Call Center Agents Customer Support Employee Engagement Performance Management

The Types of Customer Support Reps You Should Watch Out For

The only way to build a high-performing call center is to recruit the right employees who possess the attitudes and skills that suit your company culture. Your customer support reps...

By Faith Ocampo

January 2, 2017

Customer Experience Customer Support Performance Management

Addressing the Top Call Center Challenges to Increase Customer Satisfaction and Elevate Customer Experience

Providing exceptional customer service is paramount for brands seeking to gain a competitive edge. Many companies are now considering partnering with outsourcing call centers to handle their customer support needs...

By Faith Ocampo

December 14, 2016

Call Center Agents Performance Management Philippine Outsourcing

How Can Call Centers Recover From Bad Performance Reviews?

Call centers always try to perform at their best, but bad performance reviews still happen from time to time. Check out some recovery measures here. The success of your call...

By Faith Ocampo

December 8, 2016

Call Center Agents Call Center Industry Culture Customer Experience Diversity Employee Engagement Performance Management

5 Challenges in Managing a Multilingual Call Center Team

A multilingual call center team is good to have but managing one can be more complicated that you might think. The growth of your business is something that you have...

By Faith Ocampo

November 15, 2016

Call Center Agents Culture Employee Engagement Performance Management

6 Reasons Why Call Centers Should Build Culturally Diverse Teams

Culturally diverse teams present a great advantage to call centers everywhere. Learn more about these benefits here. Cultural diversity plays a significant role in shaping the success of businesses. Call...

By Faith Ocampo

October 10, 2016

Data Management Performance Management

2 Questions About Data Analytics We Should All Reflect On

Let’s stop the meaningless chatter about big data and start talking about results. Everyone in the world of business is engrossed in the possibilities of big data and analytics. More...

By Faith Ocampo

September 20, 2016

Call Center Agents Call Center Industry Performance Management

Top 5 Reasons Why Call Center Agents Quit

Companies can survive from an onslaught of business disasters—sluggish sales, lack of clients, and even public relations crises. But once employees quit in droves, it can be difficult to recover....

By Faith Ocampo

August 6, 2016

Customer Experience Customer Support Live Chat Support Performance Management

Is agent multitasking advisable for live chat support?

Live chat is the channel of choice both for brands and customers. It can save you a lot of time and money, while letting you personalize customer interactions. There’s no...

By Faith Ocampo

July 25, 2016

Call Center Agents Call Center Industry Customer Support Performance Management

5 Reasons Why Call Center Training Programs Fail

Just because you have your call center training program in place doesn’t mean you’re ready to deploy agents right away. As a call center manager, you understand the critical role...

By Faith Ocampo

July 14, 2016

Call Center Agents Culture Employee Engagement Performance Management

Grooming Frontline Employees as Call Center Leaders

Grooming frontline employees to become call center leaders ensures positive interactions with customers. Here’s how it is done. Frontline employees form the bedrock of customer interactions. They are the first...

By Faith Ocampo

May 3, 2016

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Open Access BPO 5 days ago

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Open Access BPO 8 days ago

Is shrinkage quietly draining your #CallCenter's productivity?

Whether due to absenteeism or internal meetings, your #CustomerExperience suffers when your agents are on the clock but unavailable to assist customers.

But you can minimize these gaps without burning out your team.
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Open Access BPO 9 days ago

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Open Access BPO 49 days ago

#CustomerExperience can be complex. Even great brands stumble in delivering consistent #CX.

The difference lies in how you respond.
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Open Access BPO 55 days ago

Exceptional #CustomerService starts with the people behind every interaction.
In outsourced #CallCenter environments, sustained pressure and high expectations can lead to agent burnout, ultimately impacting customer outcomes and brand trust.

Understanding the signals early allows leaders to take proactive action. Explore the key signs your #CustomerExperience team may be experiencing burnout: https://buff.ly/3EdPl6f

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Open Access BPO's AI-powered processes ensure #EmployeeEngagement and development, supporting our agents to deliver exceptional service for your brand.

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Open Access BPO 57 days ago

Thinking about taking your business global? #China's booming economy makes it a must-consider market for expansion.

But entering a new market comes with challenges. Partnering with a truly capable #outsourcing #CX company can help you navigate local consumer expectations, streamline operations, and solidify your expansion.

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