Call center agents must familiarize themselves with a customer’s unique communication styles so they can respond to queries more effectively. Much of the success of customer service depends on how well agents can handle difficult conversations. Characterized by lots of confusion and unproductive dialogues, these types of transactions slow down problem resolution.
Customers don’t want robotic, overly formal customer service. They want conversations—real, humanized conversations. As customers are becoming smarter about which brands to trust, it s becoming clear that the future of business is all about relationship building. Contact center strategies, as much as possible, must be personalized to fit the market s evolving preferences. If […]
Want to know the secret of top-performing companies? They enhance customer engagement by focusing on their agents needs. High customer engagement is every brand’s goal. To get there, however, managers must first gain a clear picture of how well they re performing in terms of customer care. Without this knowledge, they ll end up targeting […]
As a sales strategy, storytelling allows brands to create a common ground with customers. Brands are able to humanize themselves through storytelling. By relaying captivating anecdotes to customers, they effortlessly build a magnetic personality that pulls customers in.
Customer-centric outsourcing services are built from feedback generated from various touchpoints. Philippine call centers rose as a promising location for outsourcing for one primary reason: they ve mastered the art of listening while too many contact centers often squander this income-generating skill.
Now that data and various tech tools help brands innovate and provide better services, should we expect them to slow down on outsourcing? Brands have long considered outsourcing as an efficient solution to the overflowing volume of tasks they have to accomplish. Big companies commonly outsource in a large scale, as they have thousands of […]
Speech analytics has the power to transform contact centers into insight-driven organizations. Classified as a high-value subset of data analytics, speech analytics has become one of the most in-demand call center solutions. This tool is popular among companies mainly because it allows them to make evidence-based decisions. They gain useful insights from customer interactions, allowing […]
The Philippine government along with leading stakeholders honored several cities in key provinces for their growing contribution to the country’s information technology-business process management (IT-BPM) industry. In a report, the Department of Science and Technology, the IT and Business Process Association of the Philippine (IBPAP), and Leechiu Property Consultants (LPC) named the cities of Davao […]
Call centers all over the world are growing at commendable rates, thanks to cloud solutions and other customer service technologies. Energized by the proliferation of cloud solutions and other tech tools, the global call center market continues to demonstrate a laudable growth. According to the latest report by technology research and advisory company Technavio, this […]
