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 for Human Resource Management said this is an 18% point increase from the 2013 figure. Back then, only 50% of those surveyed reported having hiring […]
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 few years. A large part of this evolution is driven by consumers’ changing expectations and the unstoppable spread of mobile devices. Instead of transactional seller-buyer […]
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 longer enough to capture people’s attention. As consumers now have instant access to all kinds of information via the web, their buying motivations are also […]
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 relationships. That’s why these days, businesses are spending so much time managing their online interactions in multiple social media platforms.
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 out of every brand journey they engage in and every product or service they purchase. Across industries, businesses are under heavy pressure to meet people’s […]
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 industry, need to project a consistent identity across all the channels they’re using. A solid company branding lets you build a more memorable brand while […]
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 why companies of all sizes can’t afford to slack off when it comes to market research. Regardless of the goal—capturing a foreign market, increasing sales, […]
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 thing about industry trends is that they give business leaders a large-scale perspective on the strategies that will work for modern consumers. In a sense, […]
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 World Bank-International Finance Corporation’s 2017 Doing Business rankings.
The sad truth is that many of your customer service reps don’t really care about your goals, but giving up on them is the last thing you’d want to do. Few business owners would ever want to admit that their relationship with their customer support agents isn’t perfect. Primarily, this is because you and your […]