What can we learn about the GIPHY content moderation slip-up?

Shocked woman looking at smartphone

When it comes to content moderation, consider the butterfly effect. In a sense, one mistake can make a ripple and affect everything. And sometimes, one mistake can cost a business relationship.

Earlier this year, image-sharing social media apps Instagram and Snapchat had integrated theanimated GIF aggregator GIPHY into their apps as stickers for snaps and stories. Just months later, they’re now cutting ties with the GIF database after a content moderation mishap. This comes after one racist GIF wasn’t scrubbed from their library, and was therefore available for use for the apps. The GIF in question is a “death counter” of sorts for black people. Thus, their parting of the ways with GIPHY. Read More

5 Trends that will shape your brand’s customer support this 2018

call center agent with customer support team

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 your customer service this year, here are the five most important trends you must consider. Read More

How messaging apps are redefining the customer experience

businessman holding smartphone

What do Swiss army knives and messaging apps have in common? Both are multitools, though the latter ideally improves the customer experience.

It was in the ’60s when theorist, professor, and author Marshall McLuhan predicted that we’d be living in an interconnected world. He envisioned it as the global village, an interactive, unified planet connected by the mediums we use. Read More

Airlines are establishing a global presence by outsourcing to China

airplane parked in airline at sunset

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) sector, China has become an unlikely destination as the cornerstone of global customer service. Read More

5 Tips for building a high-performing omnichannel team

omnichannel customer support agent holding headset by tablet computer in office

Call centers need to build a consistent and memorable customer experience covering all channels, both digital and non-digital.

To do this, you need a high-performing omnichannel team that can successfully implement your customer service strategy. At first, however, you may find this task challenging or you may be clueless as to where you should start.

Here are five tips you’d find useful during this process. Read More

4 Call center technologies that can help reduce your operation costs

businessman pointing to virtual interface icon cogs lightbulb with dollar sign

Acquiring sophisticated call center technologies may be costly at first, but by streamlining your internal processes, they can help you reduce your operation costs in the long run.

When running a contact center, it’s essential to consider your budget. You should be able to make the most out of every cent you spend for customer support. But must also be careful not to overdo this. Otherwise, you may end up compromising the quality of your services, and that can end up being even costlier in the future. Read More