Research after research have shown that diverse teams, such as those in multilingual call centers, are more productive and creative than homogeneous ones. The caveat, though, is that they’re more difficult to manage. Building a multicultural group is a must for call centers that want to reach diverse consumer sectors, particularly markets that don’t speak […]
Cebu City, one of the top outsourcing hubs in the Philippines, will be pilot-testing two electric trains as a transportation mode for call center agents. Philippine call center agents in Cebu City will soon be able to ride two e-trains when going to and from work. This initiative is part of the city government’s transportation […]
Three employees from Philippine call center Open Access BPO were among the 51,388 finishers of the TCS New York City Marathon held November 6. Alberto Agulto, Leo Penas, and Clint Ortiz joined and finished the world’s biggest marathon to support a cause-driven, nonprofit organization called Ryan’s Run. Based in Pennsylvania, Ryan’s Run raises funds that […]
Brands can’t afford to take a trial-and-error approach when delivering their services online. Ineffective strategies would only lead to customer churn, profit loss, and a poor reputation. Before taking your customer support to social media, you need a solid strategy for monitoring, measuring, and improving your game. This, however, is also the trickiest part. Small […]
Excellent customer support is the key to increasing retention and market loyalty, but what if your outsourced agents can’t communicate using your brand’s voice? All brands, regardless of size and industry, need to project a consistent identity across all the channels they’re using. A solid company branding lets you build a more memorable brand while […]
It’s impossible to measure the value of information in the world of business. There’s no doubt that organizations that maximize the use of data are outshining everybody else. This is why companies of all sizes can’t afford to slack off when it comes to market research. Regardless of the goal—capturing a foreign market, increasing sales, […]
With their ability to solve simple issues instantly, chatbots allow brands to make the always-on consumer happy. Twitter has just followed Facebook’s footsteps in deploying a bot-operated customer support messaging feature. In April this year, Facebook announced that developers may now start creating bots and integrating these into their accounts. Twitter, on the other hand, […]
Every now and then, new customer support trends are being formed as a result of the fast-evolving contact center industry. These fresh concepts, however, aren’t just catchy mantras. The great thing about industry trends is that they give business leaders a large-scale perspective on the strategies that will work for modern consumers. In a sense, […]
Twitter is shaping itself into a powerful customer service platform with the launch of chatbot-operated Direct Message features. Twitter has long been one of consumers’ favorite platforms for airing out brand-related concerns. It’s only to be expected, as social platforms dramatically altered the way businesses and people engage with one another. Here, customers demand speed […]
