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 […]
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 […]
There’s an old adage that goes, “The whole is greater than the sum of its parts.” In one word, we can refer to this as “synergy,” a crucial concept in integrated marketing. Synergy is a concept that’s been used in different areas, including science and communications. In marketing, synergy happens when two or more initiatives […]
![[Infographic]The pressure that Philippine call centers are under](https://www.openaccessbpo.com/wp-content/uploads/2016/06/The_pressure_that-Philippine_call_centers-2-1-768x3015.jpg)
What does the Philippines have to do to move up the outsourcing value chain? The Philippine outsourcing industry is more than just a lucrative enterprise. It’s now on its way to becoming the largest and fastest-growing industry in the country, especially now that budding BPO hubs called Next-Wave Cities are mushrooming outside Metro Manila.
There’s no one-size-fits-all approach to making customers happy. In delivering excellent customer service, you have to consider the type of your business and what clients expect from you. B2B companies—businesses that provide products and services to other businesses—must adopt a customer strategy that’s different from that of firms that cater to consumers (B2C). This is […]
The value of every agent, who works hard to please customers, is impossible to quantify, as it goes far beyond the numbers. That’s why for contact centers, employee engagement must be the top priority. For every poor performer, brands can lose customers or suffer from the onslaught of negative feedback.
Primarily viewed as a luxury resource for contact centers, customer relationship management (CRM) tools have now become a necessity. Generally, customer service providers use them to monitor transactions, which may take place in a variety of platforms. But aside from organizing interactions, they also help automate customer service and sales functions.
Are you losing customers despite your impressive services? High customer effort may be the culprit. In 2010, Harvard Business Review published an article titled, “Stop trying to delight your customers.” Its premise is that customers stay loyal not because of over-the-top services but rather because of hassle-free experiences. Furthermore, authors Dixon, Freeman, and Toman said […]
In the customer service arena, speed is king. For many customers, it has become the standard of great services. Now that customers expect everything to happen instantly, brands and their contact centers can’t afford to slack off. The grand ambition of all businesses nowadays is to streamline complaint handling to provide the ideal customer experience—fast, […]
