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Waging war vs bad PR: 5 Fiascos a call center must handle well

To quell the chaos among customers during a business crisis, you need more than just an apologetic press release or a remorseful Facebook status. As news—especially the bad ones—go viral in a flash, any negative issues about your brand can instantly spread and harm your reputation. When this happens, you mu st be ready to […]

5-Step plan to save your small business from a financial crisis

In business, you can’t completely avoid failures. Every decision you make, no matter how well-calculated, can trigger a disaster, especially when things out of your control are involved. A financial crisis is perhaps the scariest nightmare for small business owners. It could be caused by poor management or ineffective prioritization. Often, however, it’s a result […]

Real estate demand drives Philippine BPO growth in new cities

The increasing demand for office space is fueling the growth of new Philippine outsourcing hubs. As the Philippines continues push for regional growth, new outsourcing hubs called Next Wave Cities are being developed. The 10 new business process outsourcing (BPO) hubs include cities Baguio, Davao, and Dumaguete, which are now among Tholons’ Top 100 Outsourcing […]

2 Questions about data analytics we should all reflect on

Let’s stop the meaningless chatter about big data and start talking about results. Everyone in the world of business is engrossed in the possibilities of big data and analytics. More often than ever, we’re seeing how these highly sophisticated tech-driven capabilities revolutionize customer service and marketing strategies. It’s apparent that data-driven insights are pushing us […]

Can your multilingual call center agents handle culture shock?

For multilingual call center agents, experiencing culture shock is unavoidable. How well can your agents handle this? According to global communication expert Communicaid, culture shock is a state of psychological or physical disorientation that occurs when people encounter a new culture. Although it happens more commonly to those who recently moved to a foreign location, […]

4 Excuses agents use to cheat call center workflows

Call centers often implement strict protocols to boost productivity and customer satisfaction. But what if agents are cheating their way around your policies? Inefficiency and slow responses are among the biggest enemies of customer support providers. As such, companies have streamlined their processes and enforced rules to ensure fast service delivery. Agents must also do […]

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Open Access BPO
Open Access BPO3 days ago
Call centers cannot afford data loss. However, circumstances like hardware glitches, #cyber attacks, and natural disasters can lead to this.

How do you protect the lifeline of your #CallCenter in such cases? Find out in this blog: https://zcu.io/bjPx

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO4 days ago
Your customer service defines your business. The first step to ensuring that you do the right thing is to adapt the language that helps you deliver excellent #CustomerSupport: https://zcu.io/JRI2

#WeSpeakYourLanguage #CustServ #CallCenter
Open Access BPO
Open Access BPO6 days ago
Effective communication goes beyond simply using the same language as your consumers. That is why companies outsource their #multilingual #CallCenter: to have the ability to provide the kind of support consumers understand.

Read more on adapting the right language to build customer rapport: https://zcu.io/IMsh

#WeSpeakYourLanguage #CustomerService
Open Access BPO
Open Access BPO7 days ago
Unsure of how to improve customer relationships? Check out this overview of generational preferences to understand what influences your customers' decisions and how to meet their needs: https://zcu.io/AygQ

#WeSpeakYourLanguage #CustServ #CustomerSupport
Open Access BPO
Open Access BPO1 week ago
Unexpected interruptions in your #CallCenter operations can cost customers' trust and your brand's reputation. Discover how smart #offshore redundancy can mitigate these threats: https://zcu.io/8Vtz

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO2 weeks ago
Businesses need to understand what drives customer expectations to satisfy market demands. Consider these factors to build a better #CustomerHappiness strategy: https://zcu.io/NhP9

#WeSpeakYourLanguage #CustomerService