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Open Access BPO sends 3 employees to NYC marathon for a cause

In just a week’s time, Open Access BPO employees Jun Agulto, Clint Ortiz, and Leo Penas will be flying to New York for the world’s biggest marathon. To support Pennsylvania nonprofit organization Ryan’s Run, multilingual outsourcing company Open Access BPO is sending three employees to the TCS New York City Marathon, the world’s biggest race, […]

Tips and tricks for setting up shop in emerging markets

If your expansion in emerging markets isn’t working out, the problem isn’t the location. It’s your strategy. Investors all over the world have been pouring money into new foreign markets. In 2012, they allotted an astounding $50 billion for mutual funds being channeled into developing countries. But aside from delving into stocks, many entrepreneurs are […]

Turning call center transactions into conversations

Regardless of the customer service platform being used, no one likes talking to agents who sound stiff and cold. You only need to listen to a handful of calls to identify whether a contact center uses a conversational or a transactional style. The latter sounds monotonous and almost robotic, whereas the former would sound like […]

5 Ways you’re sabotaging your brand’s customer relations

Of course, brand owners like you want to give customers the kind of experience they deserve. But what if you’re sabotaging your own game without realizing it? We’re living in an age of customer empowerment. Plenty of factors are making this possible, the most notable of which is technology. With the rise of mobile devices […]

5 Things that can help call center agents be more productive

For call centers, efficiency means finding the delicate balance between boosting agents’ productivity and making them happy. Boosting the organization’s performance without robbing agents of their physical and mental well-being will always be a challenge for contact center leaders. Customer support reps are prone to burnout because of the very nature of their job, which […]

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