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On-premises vs cloud call centers: Which performs better?

The war between on-premises and hosted contact centers is becoming even more intense. While it’s true that cloud solutions for outsourced customer support have become popular, many business owners are still torn between on-premises and hosted service providers. It doesn’t help that the battle between these two call center types is marred by a lot […]

What call centers need to know about ransomware attacks

Can you protect your customers data from ransomware? In the first quarter of 2015, ransomware was found to re-emerge, stronger than before. McAfee Labs saw a 165% rise in “data kidnapping” threats last year, and hackers were using a different technique to make it harder for their victims to regain access to their servers.

Customer service training tip: Scripted empathy never works

Scripts may be effective in steering conversations to the right direction, but they rarely work for communicating empathy. Empathy, long been regarded an essential component of successful customer support, makes interactions more meaningful. Taking it out of the equation is like punching a gaping hole right through otherwise productive dialogs. Without it, brands are stripped […]

Grooming frontline employees as call center leaders

Your call center agents are, in the near future, the best leaders you can have. Your call center won t be able to operate once it hits a staffing dead end. This happens when the number of employees who leave is bigger than those who stay.

5 Pitfalls of multisourcing and how to avoid them

If you’re planning to ink multiple outsourcing deals, be sure you can multitask. Multisourcing became popular as an attempt to guard against the risks of relying on just one major provider. By signing smaller deals with multiple outsourcing companies, businesses obtain expertise from various sources. At the same time, the selected providers aren t burdened […]

Damage control tips for handling call center resignations

Even if you re mentally panicking, it’s important to remain calm so you can properly handle agent resignations. Every manager’s worst nightmare is employee resignation—especially the ones so quietly planned and thus impossible to anticipate. This is especially true in contact centers, where managers must be capable of lowering attrition and heightening employee engagement.

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Open Access BPO
Open Access BPO6 hours ago
Planning to set up your own team of #CallCenter agents? Get familiar with these 5 key #hiring strategies before outsourcing your business needs to a #BPO company: https://zcu.io/FHNE

#WeSpeakYourLanguage
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Open Access BPO3 days ago
How can you cultivate #inclusivity in a diverse workplace—or any workplace, for that matter? Listen, then learn.

When we practice active open-mindedness, we can find common ground despite our differing cultures, languages, ages, races, genders and abilities. We learn to overcome the unconscious bias often deep-rooted in our values and transform these differences into strengths.

#WeSpeakYourLanguage #OACelebratesDiversity #GlobalDiversityAwarenessMonth
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Open Access BPO4 days ago
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Open Access BPO5 days ago
Looking for a #ContentModeration solutions provider? Check out these different moderation options before tapping an expert to manage your website or community forum: https://zcu.io/rIx0

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Open Access BPO5 days ago
A Microsoft study revealed that 21% of customers hate having to contact brands over and over regarding the same concern. Follow these 8 #CustomerService tips to reduce repeat complaints! https://zcu.io/dGT5

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Open Access BPO
Open Access BPO6 days ago
There are two types of #CallCenter agents for businesses looking to outsource: the #generalist and the #specialist. Get a closer look at their strengths to determine which type can help you deliver superior multilingual #TechSupport: https://zcu.io/ckQi

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