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/webp-express/webp-images/uploads/2017/08/Infographic-Header.png.webp)
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 […]
Creating an organizational culture that promotes staff engagement is a continuous process. How should call centers engage new hires and make them feel part of the team? From the moment new agents enter your company, you need to make a good impression. Here, trainers play a crucial part, as they’re the ones responsible for onboarding […]
Do you want to build a customer-centric brand? Try focusing on customer experience and securing customer loyalty. The term “customer-centric brand” signifies a strategic approach where the customer is at the core of every business decision and interaction. Building such a brand requires thoughtful consideration and deliberate actions. In this blog, we will explore the […]
Business leaders are often trained to think big, analyze the overarching narrative, and place more weight on the bigger picture. When we talk of process improvement, however, even the tiniest tweaks matter.