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 […]

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 […]

Technology, a booming business environment, and strong government support aren t the only pillars raising the Philippines IT outsourcing sector to its world-class stature.

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 […]

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 […]

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 […]