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, […]
Workflows can be manipulated, and common call center agent excuses are culprits for this. Discover what these are here. Well-defined workflows are the main reason why call centers are so efficient in their operations. When agents follow these workflows, they handle customers better by way of prompt resolutions and reduced wait times. However, there are […]
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.
Monitoring call center shrinkage will allow you to optimize agents’ scheduling for increased productivity. Agents are the most important resource of contact centers. Although automated solutions already exist, nothing can match the quality of work real people can deliver, especially when it comes to customer service. To stay on top of massive amounts of customer […]
As customers’ loyalty to their banks continues to decline, how should financial firms respond? It’s always been challenging for banks and other financial services companies to innovate. They can’t immediately change their processes because of various restrictions, such as strict regulatory policies and data security concerns. As a result, they’ve been slow to migrate to […]
Call center leadership recruitment is a challenge, but your insights can help your partner deal with it better. A call center relies on the effectiveness of its team leaders for the benefit of their clients. These clients, however, can also be empowered to share some input in call center leadership recruitment. Basically, this practice allows […]
Telemarketing connects customers and drives sales. However, telemarketing strategies become even more effective when millennials are doing it. As a business owner, you may have heard varying opinions about different generations in the workforce, including millennials. However, it’s time to set aside preconceived notions and recognize the unique strengths that millennials bring to the table […]