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 […]
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, […]
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 […]
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.
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 […]
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 […]
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, […]
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. […]
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 […]
