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 […]
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 […]
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, […]
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 […]
What does the future of the BPO industry look like? Over the years, business process outsourcing (BPO) has been rapidly expanding across the world. What drives this explosive growth are entrepreneurs’ evolving priorities, tech innovations, and new trends in business management. Here are four of the most influential trends shaping the outsourcing industry.
