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Why agent journey mapping matters in customer service

For sure, you’ve heard about customer journey mapping, but what about agent journey mapping? The agent’s journey refers to the series of processes or steps that employees go through when delivering customer service or performing other tasks. It’s an area that’s often overlooked when companies assess the customer experience. Typically, call centers would only focus […]

10 Skills customer service team leaders must have

If you’re not training your newly promoted team leaders, you may just be setting them up to fail. Staff and project management—which is the primary role of leaders—is a massively challenging task. It’s thus not surprising that many professionals, even those handpicked for this task, underperform or fail outright once they move into this role.

Why brands must take Facebook Messenger seriously

Facebook Messenger wants to become the mobile app for everything. What does this mean for brands? The idea that Messenger is aiming to transform itself from a messaging mobile app into an all-encompassing platform has been making rounds since 2015. And after the recent F8, Facebook’s annual developer conference, it was clear that the social […]

Can incentive plans really boost employee engagement?

To keep productivity levels high, many call centers implement a performance-based incentive system, allowing them to identify and reward their top agents. Can this technique really boost employee engagement? Rewarding high-performing employees with extra cash or a higher pay is one of the most common engagement tactics that companies employ. It’s especially common among customer […]

The sacrifices you need to make to create an amazing customer experience

Aside from the obvious (i.e., a large amount of money and time), there are a lot of things that brand owners must sacrifice to create an amazing customer experience. Designing, creating, and implementing a hassle-free customer journey is a difficult and demanding process. It takes sheer tenacity, commitment, and focus to achieve your business goals. […]

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Open Access BPO
Open Access BPO9 minutes ago
Multilingual #CallCenter Open Access BPO has strategic locations that support high-end infrastructure, redundant resources and a network of dedicated professionals that will help businesses address the unique needs of their target market.

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Open Access BPO
Open Access BPO3 days ago
Call centers cannot afford data loss. However, circumstances like hardware glitches, #cyber attacks, and natural disasters can lead to this.

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Open Access BPO
Open Access BPO4 days ago
Your customer service defines your business. The first step to ensuring that you do the right thing is to adapt the language that helps you deliver excellent #CustomerSupport: https://zcu.io/JRI2

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Open Access BPO
Open Access BPO6 days ago
Effective communication goes beyond simply using the same language as your consumers. That is why companies outsource their #multilingual #CallCenter: to have the ability to provide the kind of support consumers understand.

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Open Access BPO
Open Access BPO7 days ago
Unsure of how to improve customer relationships? Check out this overview of generational preferences to understand what influences your customers' decisions and how to meet their needs: https://zcu.io/AygQ

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Open Access BPO
Open Access BPO1 week ago
Unexpected interruptions in your #CallCenter operations can cost customers' trust and your brand's reputation. Discover how smart #offshore redundancy can mitigate these threats: https://zcu.io/8Vtz

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