Optimizing your call center’s training programs leads to better performance and bigger revenues. Contact centers customarily devote plenty of time, money, and other resources to employee training. This is because they know that this is the foundation of good customer service. But what happens when the results can’t make up for these expenses? To maximize […]
Despite the boom of social media, email remains an integral part of the omnichannel customer service strategy. Email’s a big hit among the 55-and-above age bracket, with 52% of them naming it as their preferred method of engaging with brands. And even millennials love email too. As much as 73% of them prefer this touchpoint […]
Philippine BPO companies are not just creating job opportunities, they’re also boosting the country’s economic growth in plenty of ways. Since the Philippines saw the potential of the business process outsourcing (BPO) sector, it’s been on a mission. The ultimate goal has always been to catapult it toward global dominance. By giving it the push […]
Call centers can improve the customer experience by making the most of intelligent speech recognition tools. It was in 1952 when Bell Laboratories launched Audrey, the first speech recognizer. Borrowing the same tech that Alexander Graham Bell built, the device could recognize only digits.
As its name implies, interactive voice response systems are meant to be interactive. When not optimized, however, they can drive customers away. It’s counterintuitive to call your IVR “interactive” when it’s actually not. In the call center, the purpose of the IVR system is to route calls to agents with the skills and knowledge required […]
Having a mobile app for customer support is one of the best ways to stay in touch with a smartphone-focused demographic. But just how glued are we to mobile apps?
If you’re having a hard time finding great talents for your call center, you need to tweak your recruitment strategies. You’ve tried every recruitment tactic you can think of—you’ve put up job postings online on several platforms and even played around with the ad design. And sure, you’re getting a handful of resumes, but none […]
Have you launched a Facebook group for your customers yet? Facebook is far from being a uni-purpose customer engagement tool. Although business owners usually create a Page to promote their brand, there are plenty other sub-platforms that can reinvent the way you reach out to customers.
In today’s business landscape, making every conversation count is the key to success, and leaving social media out of the picture is not an option. Many customers prefer to use Facebook or Twitter to contact brands simply because they’re easy to use. These sites are accessible with just a flick or a tap of the […]
