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 […]
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.
Strong and effective leadership is crucial in call centers. A management approach that suits your organizational culture and reflects employees’ interests can help reduce attrition and turnovers.
What may seem like a trivial mishap is enough to make customers think you don’t care. Customer experience matters now more than ever. It’s not just a business strategy, it has become brands’ primary selling point—the most important factor that sets them apart from their competitors.
This year’s CES isn’t just about consumer electronics. The show highlighted several tech trends that could revolutionize business processes in powerful ways. In a previous post, we enumerated three CES 2017 trends businesses should embrace to improve the customer experience.
Will artificial intelligence (AI) tools eventually gain enough power to drive all humans out of call centers? Several customer support roles have already been replaced by software and machines. There are now bots that can make consumer purchases for customers, sell travel tickets, approve requests, and others. In many parts of the world and across […]
Yet again, the Consumer Electronics Show (CES) impressed everyone with its exciting whirlwind of some of the coolest gadgets and tech trends in consumer electronics. And although these technologies are developed for the mainstream market, their applications in business are impossible to miss. We wouldn’t be surprised if the world’s most innovative brands are already […]
Bad work habits can seriously damage your team’s productivity and engagement. How can you help agents break these negative practices? Upon spotting employees’ counterproductive habits, most managers immediately confront them and tell them off. More often, however, this isn’t enough to shake away people’s stubborn behaviors. But why are habits so hard to break?
The big data craze isn’t likely to quiet down anytime soon. It’s continuing to build a positive reputation for itself, as it helps organizations solve business-related problems in innovative ways. Across industries, entrepreneurs see data—coupled with the ability to understand it—as a means of fully understanding their customers and business processes. Indeed, plenty of companies […]
