Category: Top Story

Encourage your customer support reps to be more creative

Working as a customer support rep may seem like an unglamorous way to make a living. This job is often dismissed, though wrongly so, as dull and repetitive. Worse, even...

By Faith Ocampo

December 13, 2016

Top Story

Overcoming talent gaps: 7 tips for contact centers

Despite recruiters’ best efforts to find skilled employees and get them to stay, 68% of human resource professionals are still having difficulties filling vacant positions in their organizations. The Society...

By Faith Ocampo

December 6, 2016

Top Story

4 Steps to gradually break away from traditional call center metrics

Making critical business decisions based on traditional customer service metrics alone can be detrimental to your brand. The customer support industry has been transforming in many ways over the past...

By Faith Ocampo

December 1, 2016

Top Story

How call centers help promote brand transparency

As consumers become more selective about the brands they trust, it’s clear that organizations must promote transparency in order to build customer loyalty. Appealing ads and catchy slogans are no...

By Faith Ocampo

November 29, 2016

Top Story

Facebook just made customer support easier with a unified inbox

Facebook is about to launch a unified inbox that would let brand managers handle multiple interactions across Facebook Pages, Messenger, and Instagram. Great conversations allow businesses to forge meaningful customer...

By Faith Ocampo

November 17, 2016

Top Story

How multilingual call centers help enhance transportation services

In an age where customers demand so much from brands, transport companies need to do more than just get customers to their destinations. These days, consumers want the best experience...

By Faith Ocampo

November 16, 2016

Top Story

How to Retain Your Brand’s Voice When Outsourcing Customer Support

Excellent customer support is the key to increasing retention and market loyalty, but what if your outsourced agents can’t communicate using your brand’s voice? All brands, regardless of size and...

By Faith Ocampo

November 9, 2016

Top Story

An 8-step guide for a successful market research

It’s impossible to measure the value of information in the world of business. There’s no doubt that organizations that maximize the use of data are outshining everybody else. This is...

By Faith Ocampo

November 8, 2016

Top Story

7 Trends defining the future of the contact center

Every now and then, new customer support trends are being formed as a result of the fast-evolving contact center industry. These fresh concepts, however, aren’t just catchy mantras. The great...

By Faith Ocampo

November 4, 2016

Top Story

Doing business in the Philippines now easier—World Bank 2017 report

The Philippines is back in the top 100 economies listed in World Bank’s 2017 Doing Business Report. Rebounding from its eight-step drop last year, the Philippines climbed four spots in...

By Faith Ocampo

October 27, 2016

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