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How "modern" are your call center agents?

Your customers are changing, but are you? A large part of a brand s customer service success rests on the hands of their frontline employees. Customers form impressions of brands based on how they were treated by their representatives. One instance of poor service can dissuade them from trusting your brand or giving you another […]

Quick tips for one-on-one call center training

One-on-one employee training sessions can be much more effective than classroom setups. But first, you need to have the skills required for individual coaching. There are instances when one-on-one coaching sessions with agents are much more effective than group-based learning. In this setup, trainers can zone in on an agent s specific needs, allowing them […]

Is call center scripting obsolete?

As contact centers are focusing more on the customer experience, would scripting still be relevant? Making customers happy through seamless interactions has never been more important, especially now that they can voice out their sentiments about a brand through social media. Brands are thus working even harder to meet customer needs, the most crucial of […]

How call center jobs are evolving

Fueled by technology and the transition to a customer-centric focus, call center jobs are transforming right before our eyes. Both brand owners and customer service managers must be aware of how call centers are evolving today. The boom of digital channels, proliferation of tech-savvy consumers, and brands emphasis on the customer experience all contribute to […]

What slows down the adoption of data analytics in call centers?

Data analytics allow brands and their call centers to gain a competitive advantage over their competitors. So why are so few organizations adopting this technology? In an industry driven by digital technology, measuring customer satisfaction through quantitative, transaction-based metrics isn’t enough. Brands need to dig through mountains of data to make sense of what customers […]

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Open Access BPO
Open Access BPO21 hours 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 BPO2 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 BPO5 days 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 BPO7 days 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
Open Access BPO
Open Access BPO1 week ago
Successful #CustomerService training programs help agents provide support consistent with the client's goals and values. At Open Access BPO, we look out for these mistakes to optimize our #training programs and ensure #EmployeeGrowth: https://zcu.io/zsfK

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 week ago
Ensure business growth and program deployment by choosing the right outsourcing company to back up your #CallCenter processes. See how Open Access BPO effectively launches client programs with its flexible #outsourcing implementation approach: https://zcu.io/1EtL

#WeSpeakYourLanguage