Acquiring sophisticated call center technologies may be costly at first, but by streamlining your internal processes, they can help you reduce your operation costs in the long run. When running a contact center, it’s essential to consider your budget. You should be able to make the most out of every cent you spend for customer […]
A call center is typically made up of professionals coming from different cultures or backgrounds. Thus, they’re likely to have differing workplace habits and values, all of which can result to conflicts. It’s important to resolve any form of disagreement between and among employees before it escalates into a full-blown chaos. An unhealthy workplace may […]
If you’re running a business, one of your main goals may be to expand to new markets outside your domestic borders. But some mistakes can lead you to failure. In the process of expanding, it’s possible for business owners to make some mistakes. Even the most seasoned entrepreneurs are prone to overlooking these lapses, especially […]
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 […]
In this age, digital transformation is no longer a topic of debate. It’s an imperative for both B2C and B2B companies that aim to become more agile, competitive, and fast-growing. The problem with digitization, however, is that businesses often see it as technology update rather than a business model overhaul. This leads them to thin […]
Let’s admit it: telemarketing can be a tad bit annoying, especially for skeptic modern consumers. These days, customers make use of all the information available to them before making a purchase. They’d research a product online, browse reviews from other customers, and ask their peers to come up with the best choice. This, for the […]
What does it really take to deliver great customer service? If you’re aiming to create memorable customer experiences and impress your clientele, your business strategies must be anchored on sound principles. Here are the five myths about customer service that you should immediately avoid.
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 […]
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.
