The European Union’s (EU) new data security and privacy directive seeks to improve how businesses, including call centers, handle vital and personal data of the trade bloc’s constituents. This presents implications on how contact centers should process an EU citizen’s personal information. In early 2016, the EU signed into law its new data protection policy, […]
Is your call center equipped to fend off cyberattacks or to comply with new data security regulations? As technology continues to grow, the number of ways it can be exploited grows as well. With 2017 rife with huge data security breaches, it’s hard not to be worried for your call center’s security. After all, maintaining […]
Improving the quality of work life your call center agents experience can help enhance the customer experience. How often do you ask your employees how they’re doing? Aside from the typical stress that call center agents face, how difficult is it for them to execute their tasks? Have you ever asked them how they feel […]
How do you know if your call center is a toxic workplace? There are many factors that can cause employee turnovers in the contact center. Sometimes it’s because the employees feel that there’s a lack of career advancement, or they think that the job’s monotonous, or they’ve became incredibly stressed from the intense pressure of […]
Your agents’ experience matters just as much as customers’ happiness. Every contact center’s goal is to deliver an effortless consumer experience. In an ideal world, that means brief (or none at all) on-hold times, quick calls, full issue resolution, and effective customer service reps. But if agents are struggling because of disorganized internal processes, then […]
This 2018, what should your customer support strategy look like? To keep customers happy and stay competitive, businesses should be able to embrace market innovations and new trends. That’s why every new year is always a good time to update the brand’s strategies and ensure that everything addresses your customers’ evolving needs. If you’re revamping […]
As we’re nearly at the end of 2017, Open Access BPO looks back on some of its biggest milestones this year. It’s been another long, full year for Open Access BPO. This 2017 presented a host of opportunities for the company to establish an even stronger international presence and serve more brands all over the […]
We all know that what triggered the digital revolution is the smartphone. Starting out as a game-changing, all-in-one tech, this device quickly became an omnipresent gadget that has taken root in people’s pockets. This digital movement is so impactful that it’s reshaping consumers’ behaviors. Everyone’s glued to their phones, expecting brands to be accessible across […]
In this age when markets are teeming with equally brilliant products, the question is no longer “Who does it better?” but “Who delivers it better?” A few years back, the consumer spotlight was on the brands that created the best innovations. Impressive products were what made customers happy.
