Airlines are establishing a global presence by outsourcing to China

Airlines are establishing a global presence by outsourcing to China

airplane parked in airline at sunset

With China’s economic boom and support to the business process outsourcing industry, outsourcing to China becomes more appealing to airlines cutting corners more than ever.

To face the coming financial challenges, international carriers are now considering outsourcing their business processes more than ever. With its recent economic upswing and its emergent business processes outsourcing (BPO) sector, China has become an unlikely destination as the cornerstone of global customer service. Read More

5 Tips for building a high-performing omnichannel team

omnichannel customer support agent holding headset by tablet computer in office

Call centers need to build a consistent and memorable customer experience covering all channels, both digital and non-digital.

To do this, you need a high-performing omnichannel team that can successfully implement your customer service strategy. At first, however, you may find this task challenging or you may be clueless as to where you should start.

Here are five tips you’d find useful during this process. Read More

Is your customer service reactive or proactive?

busy call center team at work

At first glance, your focus on increasing customer service responsiveness may seem commendable, but this may actually be doing more harm than good.

Many call centers’ default strategy for delivering support is to respond quickly to queries and complaints as they arise. Nothing’s wrong with this reactive approach. Of course, we can’t discount the fact that brands must be present and available when customers need them, which is the whole point of customer support. Read More

Shift your focus from touchpoints to the customer journey

excited businessman giving thumbs up customer support agent peeking out smartphone

What really is the secret to customer satisfaction?

Brands have long been concerned with boosting their performance at every touchpoint—the in-store sales experience, phone customer support, online interactions via various channels, and many others. Most of them compartmentalize these tasks, and it’s easy to see why. Managing individual touchpoints is much simpler. It’s more organized and readily quantifiable. You can measure success at every communication platform using the metrics you prioritize. And from looking at the numbers alone, you can quickly identify where you’re failing and succeeding. Read More

Increasing engagement among newly hired customer support reps

new employee in suit to his back with im new post it note

Creating an organizational culture that promotes staff engagement is a continuous process. How should call centers engage new hires and make them feel part of the team?

From the moment new agents enter your company, you need to make a good impression. Here, trainers play a crucial part, as they’re the ones responsible for onboarding fresh hires, familiarizing them with the company, and making them feel comfortable in the workplace. Read More