Outsourcing your business process can be detrimental to your company—if you chose the wrong solutions provider. You decided to outsource your customer support service. You want a company that can assure your customers that they’re in the right hands, without you draining much money. A solutions provider offers you an attractive offer that might seem […]
Gamifying your call center is more than just making work more fun. It requires good intentions and effective execution. Gamification has always been touted as a way to alleviate the persisting employee attrition issues of the call center. Ideally, it seeks to improve employee engagement by introducing gamified element to a particular task. In short, […]
Make up for your brand’s mistakes with a good customer service apology. It’s the first step to redeeming the customer experience. The customer experience is a vital aspect of any business’s success. It can either strengthen or damage a company’s reputation, customer loyalty, and bottom line. In the dynamic landscape of today’s market, mistakes and […]
The ability to adjust your workforce accordingly is key to an efficient and effective call center. Call centers can be tough to manage. There are some days that the workload becomes too cumbersome, such as during peak seasons. Then, there are days when it can get too light and boring like during downtimes. And by predicting […]
With China’s economic boom and support to the business process outsourcing industry, outsourcing to China becomes more appealing to airlines cutting corners more than ever. To face the coming financial challenges, international carriers are now considering outsourcing their business processes more than ever. With its recent economic upswing and its emergent business processes outsourcing (BPO) […]
![[Infographic] 5 Must-have Customer Service Languages](https://www.openaccessbpo.com/wp-content/uploads/2017/08/Infographic-Header.png)
Studies have touted the prediction that in the future, big companies will be based in emerging markets.
Table Of Contents Benefits of a Multichannel Team to the Brand and the Customers Key Characteristics of a High-Performing Multichannel Team Building a Multichannel Dream Team Pitfalls to Watch Out for and Best Practices to Follow Proven Approaches for Building a Strong Multichannel Team Maintaining Multichannel Team Performance Quality How Outsourced Call Centers Empower Multichannel […]
At first glance, your focus on increasing customer service responsiveness may seem commendable, but this may actually be doing more harm than good. Many call centers’ default strategy for delivering support is to respond quickly to queries and complaints as they arise. Nothing’s wrong with this reactive approach. Of course, we can’t discount the fact […]
What really is the secret to customer satisfaction? Brands have long been concerned with boosting their performance at every touchpoint—the in-store sales experience, phone customer support, online interactions via various channels, and many others. Most of them compartmentalize these tasks, and it’s easy to see why. Managing individual touchpoints is much simpler. It’s more organized […]
