As much as possible, every brand wants to give all their customers a great experience. However, there are times when you really have to say no to their requests. For call center agents who are trained to always delight the customer, having to say “no” can be difficult. It’s often hard to find the balance […]
Although you must prize the connections you’ve built over the years, there comes a time when you have to free yourself from unproductive partnerships. Cutting ties with a customer service provider is never easy. Chances are you’ve already devoted a lot of time, money, and effort into nurturing your relationship with them, and replicating all […]
Armed with the right information, you can maximize the opportunities a foreign market has to offer. In the fast-changing world of business, information is your most powerful weapon. It gives you an edge as you develop an approach to capturing foreign territories, maximizing advantages, and beating threats.
Great customer service stories are proof that your brand cares about its customers. Storytelling has proven itself to be a powerful content marketing strategy. As backed by science, stories appeal to us because of their capacity to attract and hold our attention while stimulating both our logical and emotional sides.
A customer service revolution is happening right before our very eyes, and call centers need to innovate fast. Pinpointing what exactly is propelling the rapid changes in customer expectations can be tricky. Some believe it’s a result of the unstoppable growth of technology, which gives people plenty of options for connecting with brands. Others, on […]
Consider these things before moving your customer support operations to another provider. There could be many reasons why you’d want to switch to a new call center: diverging business interests, poor performance, and unreasonable costs, among others. Nothing’s truly wrong with looking for a new provider, especially if you’re not getting the best results for […]
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 […]
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 […]
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 […]
