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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.

Do strict call center policies really boost employee productivity?

Should customer support providers implement strict employee regulations to raise productivity, or is this an obsolete and counterproductive mentality? Some call centers believe that all agents must conform to a set of expectations: strict dress codes, fixed timetables, and inflexible protocols. Others go as far as limiting employees’ bathroom breaks and discouraging agents from chatting […]

7 Common reasons why call center team leaders underperform

The Center for Creative Leadership, a nonprofit organization that focuses on leadership development, said that 38% to 50% of managers fail outright at their first 18 months on the job. Given this alarming figure, it looks like many executives can’t accurately predict whether someone can be a strong leader. This is true even if the […]

5 Tips to steer customer support calls and speed up issue resolution

Taking control over a conversation without offending a customer is one of the most important communication skills every support rep must master. For contact centers that receive an overflowing amount of calls, keeping conversations short is crucial. Support reps must solve problems quickly so they can attend to pending customer requests. The tricky part, however, […]

5 Signs your omnichannel customer support strategy is failing

An omnichannel customer service strategy allows brands to connect with their clientele in better ways, but are you sure you’re doing it right? Technology management—the set of management principles that integrates tech resources to create an innovative process—will never be an easy task. That’s why many business leaders struggle with implementing a flawless omnichannel approach. […]

5 Things that innovative Philippine call centers excel in

By 2022, the Philippines aims to occupy 15% of the global information technology-business process management (IT-BPM) market share, making it one of the most powerful offshoring locations in the world. What made Philippine call centers a dominant force in the global customer service arena is the availability of a diverse, high-quality talent pool. Entrepreneurs from […]

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Open Access BPO
Open Access BPO3 days ago
Call centers cannot afford data loss. However, circumstances like hardware glitches, #cyber attacks, and natural disasters can lead to this.

How do you protect the lifeline of your #CallCenter in such cases? Find out in this blog: https://zcu.io/bjPx

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO4 days ago
Your customer service defines your business. The first step to ensuring that you do the right thing is to adapt the language that helps you deliver excellent #CustomerSupport: https://zcu.io/JRI2

#WeSpeakYourLanguage #CustServ #CallCenter
Open Access BPO
Open Access BPO6 days ago
Effective communication goes beyond simply using the same language as your consumers. That is why companies outsource their #multilingual #CallCenter: to have the ability to provide the kind of support consumers understand.

Read more on adapting the right language to build customer rapport: https://zcu.io/IMsh

#WeSpeakYourLanguage #CustomerService
Open Access BPO
Open Access BPO7 days ago
Unsure of how to improve customer relationships? Check out this overview of generational preferences to understand what influences your customers' decisions and how to meet their needs: https://zcu.io/AygQ

#WeSpeakYourLanguage #CustServ #CustomerSupport
Open Access BPO
Open Access BPO1 week ago
Unexpected interruptions in your #CallCenter operations can cost customers' trust and your brand's reputation. Discover how smart #offshore redundancy can mitigate these threats: https://zcu.io/8Vtz

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO2 weeks ago
Businesses need to understand what drives customer expectations to satisfy market demands. Consider these factors to build a better #CustomerHappiness strategy: https://zcu.io/NhP9

#WeSpeakYourLanguage #CustomerService