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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 […]

7 Tips for gathering and telling brilliant customer service stories

Telling great customer support stories not only breathes life into your marketing strategy, it also lets you place your most-prized customers under the spotlight. Gathering valuable stories from your customers is an excellent way to make them part of your marketing initiatives. Doing so would make them feel valued, which can boost their brand loyalty.

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Open Access BPO
Open Access BPO2 days ago
How can you cultivate #inclusivity in a diverse workplace—or any workplace, for that matter? Listen, then learn.

When we practice active open-mindedness, we can find common ground despite our differing cultures, languages, ages, races, genders and abilities. We learn to overcome the unconscious bias often deep-rooted in our values and transform these differences into strengths.

#WeSpeakYourLanguage #OACelebratesDiversity #GlobalDiversityAwarenessMonth
Open Access BPO
Open Access BPO3 days ago
User-generated content may provide marketing opportunities, but they can also affect your #brand reputation. Amp up your #ContentMarketing strategy while ensuring those content submissions comply to ownership policies with an expert #ContentModeration team: https://zcu.io/5Arf

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO3 days ago
Looking for a #ContentModeration solutions provider? Check out these different moderation options before tapping an expert to manage your website or community forum: https://zcu.io/rIx0

#WeSpeakYourLanguage #Outsourcing
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Open Access BPO4 days ago
A Microsoft study revealed that 21% of customers hate having to contact brands over and over regarding the same concern. Follow these 8 #CustomerService tips to reduce repeat complaints! https://zcu.io/dGT5

#WeSpeakYourLanguage #CustomerSatisfaction #CustServ
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Open Access BPO5 days ago
There are two types of #CallCenter agents for businesses looking to outsource: the #generalist and the #specialist. Get a closer look at their strengths to determine which type can help you deliver superior multilingual #TechSupport: https://zcu.io/ckQi

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO6 days ago
Prevent cancellations and help your #CustomerService team retain customers with these #CustomerRetention strategies. Here's how: https://zcu.io/b7hc

#WeSpeakYourLanguage #CustomerExperience