The Philippine sports culture revolves around three games: basketball, volleyball, and boxing. Every now and then, though, there are sports that have become a topic among Filipino fans because a local athlete represents the country on the international stage. Take rugby, for instance. In recent years, Filipino athletes have proven to be formidable rugby players. […]
Tech Rebalances with Big Layoffs Sandwiched by the recent news cycles of the crypto implosion and Muskian-Twitting chaos, the largest technology companies’ layoffs have taken center stage. Layoffs.fyi shows tech firms moving to cut payroll as they react to a global economy returning to pre-COVID conditions. Global uncertainty as interest rates rise to combat inflation […]
We’ve all encountered Internet trolls. They thrive in any virtual space where conversations take place—online forums, review websites, and social media threads, to name a few. The Internet is one of the most revolutionary innovations we’ve seen in the past few decades. Its biggest triumph, perhaps, is granting us the freedom to express our opinions […]
Commonly used in the telephony industry, skills-based routing is far from being a new concept. If you still haven’t rolled out this call assignment solution in your call center, this guide is for you. As more and more brands come to realize just how crucial the customer experience is, many of them have begun to […]
Content marketing can help call centers raise brand awareness, establish a credible image, and build new connections with prospective clients. Delivering high-quality content for your target audience must be one of your digital marketing goals. This is especially critical for B2B firms like call centers. Great content can give your organization a competitive edge and […]
How well can your call center agents handle conflicts with customers? Conflicts are unavoidable during customer service interactions. Agents may encounter irate and frustrated customers, or they may run into unreasonable complaints and requests. In these cases, they must be able to communicate clearly with customers so they can reach a common understanding.
A swelling number of companies are starting to offer longer weekends—three days, to be exact—to their employees. Can 24/7 call centers also pull this off? The idea of a 40-hour, 4-day work week (and hence 3-day weekends) is quite new, but it’s already garnering plenty of thumbs-up across industries.
The Center for Creative Leadership, a nonprofit organization that focuses on leadership development, said that 38% to 50% of managers fail outright at their first 18 months on the job. Given this alarming figure, it looks like many executives can’t accurately predict whether someone can be a strong leader. This is true even if the […]
Taking control over a conversation without offending a customer is one of the most important communication skills every support rep must master. For contact centers that receive an overflowing amount of calls, keeping conversations short is crucial. Support reps must solve problems quickly so they can attend to pending customer requests. The tricky part, however, […]
Strong and effective leadership is crucial in call centers. A management approach that suits your organizational culture and reflects employees’ interests can help reduce attrition and turnovers. Aside from this, good leadership boosts work productivity and employee engagement. Competent supervisors create a positive environment wherein agents feel valued and motivated. These qualities, when embedded in […]
