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How call centers can help you re-engage dormant customers

Brands can’t afford to let the customer relationships they’ve built stagnate. Once you’ve won a customer, you must give them time and attention to foster trust and loyalty. Every entrepreneur knows that winning customers is just half the battle. To be truly successful in business, buyers must keep coming back to your products and services. […]

7 Types of employees you'll meet in the contact center

To boost employee engagement in the contact center, you need to find out what motivates your team members and what impairs their productivity. In call centers, performance management goes beyond quantitative indicators. You can’t measure your staff’s capabilities merely by looking at how many calls they’ve taken and how many issues they’ve resolved. Rather, the […]

The 5 most undervalued customer service skills

Are you screening your prospective employees for these skills? Tech-savviness and language proficiency often top the list of the most desirable qualities of customer support reps. Indeed, these are the same things that call center managers look for as they aim to build a stellar support team. But as we zone in on these qualities […]

5 Signs that your call center is relying too much on technology

Let’s face it—call centers can’t survive without technology. They constantly rely on Internet connectivity, smart devices, and automation tools to communicate with customers. Is this dependence becoming unhealthy? Contact centers started to embrace an omnichannel strategy when handheld gadgets became popular. Most of them now deliver customer support in various modes—live chat, social media, email, […]

Cultivating empathy among your customer support reps

One would think that empathy would come naturally for everyone, as it’s one of the main building blocks of effective communication. But in our modern world, fixation on technology and the continuously shrinking attention span are crippling our ability to understand how others feel. This is bad news for companies—especially call centers—whose success depends on […]

Is your call center ready for a 4-day work week?

A swelling number of companies are starting to offer longer weekends—three days, to be exact—to their employees. Can 24/7 call centers also pull this off? The idea of a 40-hour, 4-day work week (and hence 3-day weekends) is quite new, but it’s already garnering plenty of thumbs-up across industries.

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Open Access BPO
Open Access BPO1 day ago
Interactions with your company shape the #CustomerExperience and how customers perceive your brand. Build a better approach to customer experience management with these tips: https://buff.ly/3ynohVB

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Developing countries, including India, Indonesia, and the Philippines, showed 30% increase in gig platform use.

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Setting the right performance metrics helps your #CustomerService team achieve business goals and scale as you grow. Partner with a qualified #BPO provider for seamless program management: https://buff.ly/2Vhw7BB

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With their ability to solve simple issues instantly, chatbots allow brands to make the always-on consumer happy.

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Open Access BPO1 week ago
Here are five ways to help your business gain a deeper understanding of your customers' needs:
✔️ Put yourself in their shoes
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✔️ Gather #CustomerFeedback
✔️ Go to social media
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