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Philippines holds first telecom summit; aims to boost Internet connectivity

With a strong push toward better Internet connectivity, the Philippines recently held the Telecommunications Summit 2017. It aims to discuss main concerns in the country’s telecom industry, including the costs, coverage, and speed of telecommunications services. Organized by the Philippine Chamber of Telecommunications Operators together with the Department of Information and Communications Technology (DICT), the […]

What to do when customers demand a channel you're not offering

Customer service professionals know that not all the interactions they’ll be handling will be easy. More often, they’ll be facing tricky situations when talking to customers. It’s true that consumers are becoming more and more demanding these days. Partly, it’s because they’ve grown used to instant gratification, as fueled by the spread of various modes […]

Why customer service managers need to learn a foreign language

Multilingual employees are sought after everywhere in the world and across industries. But should managers learn foreign languages, too? Customer support firms gain an array of advantages by employing a multilingual workforce. It not only lets them communicate effectively with their multicultural clients, it also enables them to build meaningful relationships unhampered by lingual gaps.

The 3 pillars of employee empowerment in the call center

If you’re managing a call center, your goal should be to create an environment where people are productive and empowered. If this were an easy process, more contact centers would be pouring their time and money into this management strategy. After all, the link between employee empowerment and customer satisfaction is clear. Agents who are […]

5 Things agile call centers do differently

Agility is an organization’s ability to transform itself and adapt in a rapidly evolving environment. This quality allows companies to thrive even in the most volatile situations, building the foundation for business success. Companies in dynamic and complex industries—such as outsourcing and customer support—need to be agile. Largely powered by technology, contact centers must be […]

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Open Access BPO
Open Access BPO2 days ago
How can you cultivate #inclusivity in a diverse workplace—or any workplace, for that matter? Listen, then learn.

When we practice active open-mindedness, we can find common ground despite our differing cultures, languages, ages, races, genders and abilities. We learn to overcome the unconscious bias often deep-rooted in our values and transform these differences into strengths.

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Open Access BPO3 days ago
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Open Access BPO4 days ago
A Microsoft study revealed that 21% of customers hate having to contact brands over and over regarding the same concern. Follow these 8 #CustomerService tips to reduce repeat complaints! https://zcu.io/dGT5

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Open Access BPO5 days ago
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