Category: Top Story

Open Access BPO speaks with Pride

This June, LGBTQIA+ communities all over the world are celebrating Pride Month. Amid Pride celebrations, Open Access BPO expresses and extends full support to its very own LGBTQIA+ members.

What can the EU's new data security and privacy policy mean for call centers?

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, […]

What are contact centers' top priorities for 2018?

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 […]

Why do you need to have a single customer view?

At a time when customers are communicating with brands using multiple channels, contact centers must have a single and unified view of the customer. You’ve probably encountered the concept of a “single view of the customer” while reading articles, books, or studies about customer service. But most business leaders are still not sure what exactly […]

5 Tips for keeping up with a highly dynamic market

Businesses are operating in a highly dynamic marketplace, wherein customers’ preferences and behavior are continuously changing. This makes staying relevant a difficult challenge for many brands. Although it’s easier said than done, they key is to be flexible and adaptive. It starts with listening to your customers and placing them at the core of your […]

7 Signs that your startup company is ready to go international

Every entrepreneur’s goal is to expand outside their own shores, but how will you know if you’re ready for the challenge? International expansion is probably the riskiest venture every business can ever take. You’ll face language barriers and cultural differences as you set to capture a new market. You might also encounter troubles in recruitment, […]

The spread of Internet connectivity in emerging markets

There are 7.5 billion people in the world, but only 3.7 billion are connected to the Internet, which translates to a 49.6% global penetration rate. This figure is quite disappointing, especially when we consider that the infrastructure for Internet access is widely available across the globe. China, for instance, has the biggest number of online […]

5 Best practices in building a knowledge base for customer self-service

Yes, your customers want to solve issues on their own. And that’s why you need to build a knowledge base. A Nuance report says that around 90% of consumers have used a self-service system to find solutions to their issues. In addition, an estimated 67% of shoppers prefer this over talking to a customer support […]

3 Lessons you should learn from customer churn

Customer churn is one of the biggest nightmares of business owners, but you can turn it into a learning experience. No matter how popular your brand is, losing customers is something you can’t avoid. But instead of panicking and worrying incessantly when your customers start leaving, you need to face the situation with an open […]

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