Blog | Open Access BPO | Page 2 of 168

Using big data to measure and drive up employee engagement

July 11, 2017 Faith Ocampo

Over the last years, as managers have begun to realize the value of their people, employee engagement emerged as a big topic in business.

But even if we keep talking about staff engagement and employee satisfaction, many organizations still fail to keep their best talents working for them. In fact, in the US, it’s estimated that only 32% of employees in the US are engaged—meaning they’re involved and enthusiastic in the workplace. Worldwide statistics is even more dismal, with only 13% of workers happy with their jobs. Read More

7 Things that influence and shape customer expectations

July 5, 2017 Faith Ocampo

Managing customer expectations is tricky. It’s by no means an exact science, which is precisely what makes it a difficult task.

People’s expectations from your brand affect the customer experience in many ways. Failing to meet consumers’ standards translates to poor sales and low customer retention rates. Read More

Engage proactively with website visitors through customer support

July 3, 2017 Faith Ocampo

Ecommerce websites can boost sales by increasing customer engagement with the help of online customer service channels.

Today’s brands know that much of their success relies upon their digital performance. Your website should be able to convert visitors into customers and keep previous buyers coming back. Read More

Why the phone is still the most important customer support channel

June 23, 2017 Faith Ocampo

In an omnichannel world, is the phone still relevant?

Along with technology’s forward march, the way that we communicate over long distances also drastically changed. From traditional options like the phone (and the nearly obsolete snail mail), we now have social media, email, and instant messaging. Read More

Best practices to boost data security in call centers

June 21, 2017 Faith Ocampo

These days, call centers operate in a highly competitive landscape. They manage sophisticated and complex technology systems to optimize sales and meet customer demands.

For instance, customer management platforms have evolved throughout the years, which is both a good and a bad thing. While tech-powered solutions like this enhance contact center services, they also make them more vulnerable to various forms of cyber attack. Read More

How can call center agents learn the art of asking the right questions?

June 19, 2017 Faith Ocampo

Knowing the right questions to ask is a good communication skill to master, especially when conversing with customers and working on their complaints.

Asking the right questions not only enable agents to isolate the root cause of customers’ issues, it also helps steer the conversation to the right direction. Ideally, this should allow you to facilitate an engaging and productive conversation, and in effect, a better customer experience. Read More

4 Unique ways to give your call center agent training a boost

June 14, 2017 Faith Ocampo

Customer service training and performance assessment are the two most important pillars of high-quality support.

Many call centers spend a huge portion of their budget to improve their employees’ skills. They create and implement their own customer support training programs specially tailored to their agents’ needs. While these may be effective, they alone may not be enough to raise the quality of agents’ performance. Read More

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