Ensuring sufficient staffing is crucial for all contact centers. With today’s consumers demanding 24/7 omnichannel customer support, you need to build a high-functioning team with the right number of people. In customer service, achieving operational efficiency can be tricky, especially if you don’t know where to start.
It’s predicted that by 2030, millennials in the United States will outnumber other generations by 22 million. This alone is more than enough reason to start building a good relationship with consumers of this age group. The thing is, millennials, the 16- to 34-year-old demographic, are largely misunderstood. Those older than them—Generation Xers (born 1965 […]
Great organizations have one thing in common: they’re all made up of great people. Call centers can’t afford to slack off when it comes to finding and hiring the right agents. To deliver a superb customer experience, they need to build high-performing teams. This means looking for professionals who, in addition to being effective communicators, […]
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 […]
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 […]
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.
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 […]
On average, how long do your customer service reps stay in the company? No one would be surprised if your agents’ average length of stay in the company is pretty low. After all, contact centers are notorious for sky-high employee turnover rates. While the median staff tenure across US industries for the 25-to-34 age group […]
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 […]
