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5 Tough decisions all call center team leaders must make

The entire career of a call center team leader consists of a long string of decisions, ranging from simple, day-to-day matters to complex and highly critical ones. The strongest leaders work hard to boost their decision-making skills. Making the right moves when facing a complicated scenario can make an entire team more effective and productive, […]

The importance of emotional intelligence in call centers

Although the idea of emotional intelligence, or EQ, is relatively new, it has already been embraced by organizations across industries—including call centers. The term emotional intelligence was first mentioned in a 1964 paper by Michael Beldoch. However, it was only in 1990 when it was explored in-depth by two psychology professors: Peter Salovey (Yale University) […]

Why aiming for customer satisfaction is dangerous

If you’re willing to settle for something “good,” you’re losing the opportunity to overcome your own limits and become even greater. If you think about it, good customer service just entails meeting customers’ minimum requirements. That would include providing 24/7 customer support, answering queries correctly, and making sure that the consumer journey is pain-free.

What it’s really like to moderate social media content

You can think of content moderators as the police guarding your online presence—be it on your website or social media pages. But what’s it really like to moderate web content? These days, most companies have a team that reviews every piece of content that goes into their online pages. The objective here is two-fold. One […]

The growing fraud problem plaguing ecommerce

As digital scam artists keep honing their craft to outsmart ecommerce brands, how do you make sure your fraud prevention techniques are robust enough? When brands began moving their stores to the digital space, everybody expected swindlers to follow. Unsurprisingly, they’ve modernized their thieving tactics to adapt to the changing business landscape. And yet, even […]

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Open Access BPO
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Open Access BPO4 days ago
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