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5 Tips for managing part-time contact center employees

Hiring part-time employees is becoming a common trend among contact centers. It’s indeed a more flexible arrangement, but the management aspect can be challenging. More and more call centers are hiring part-time workers as a flexible staffing solution to cut operating costs, especially during off-peak hours. With a team of part-timers, managers can also optimize […]

3 Types of consumer insights a call center must share with other departments

Using the data they gather from consumers, call centers can help transform brands. Gone are the days when call centers can afford to just be “transactional” organizations. In fact, if we take into consideration the rise of CRM and data analytics tools, they have no legitimate excuse to be stagnant. These technologies, which allow them […]

What ‘easy customer service’ means to consumers

Empowered customers are always on the move—from one gadget to another and from one brand to the next—as their standards continue to rise. What should you do to keep up? Perhaps we can attribute consumers’ rising standards of good customer service to technology and its unstoppable diffusion. As people’s options for contacting brands multiply, they […]

Keeping data integrity intact: Tips for contact centers

What happens when brands make decisions based on erroneous information? Call centers generate massive amounts of data every day. The big data explosion in these frontline organizations is effected by the use of multiple channels, allowing brands to interact with several customers at once. Generally, we’d say it’s a good thing. The more customer data […]

Team management dilemma: Should you fire lazy agents right away?

In a productivity-focused setting like a call center, it seems there’s no room for lazy agents. Or is there? As a manager, we’re sure you’ve encountered this employee before: the one who never seems to get any work done. Either you’ll find them wandering about and chatting with their teammates or just sitting in front […]

The impacts of a multichannel strategy on customer centricity

Customer centricity is an elusive goal for many contact centers, mainly because there are several smaller goals that must be targeted in order to achieve it. As a whole, focusing on the customer means two things: first, brands need to gain a 360-degree view of the customer and second, they need to satisfy a large […]

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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

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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