All over the world, there’s a growing need for multilingual customer support as brands aim to capture the international market and establish global dominance. 7 Steps in creating a multilingual customer support strategy: Part 1 In the first part of this article, we discussed how you and your contact center can start building a powerful […]
Bad customer service experiences are often a result of disconnected internal departments and inefficient communication. Organizational silos are one of the biggest barriers preventing contact centers from meeting customers’ expectations. Though often unintentional, isolating some of your departments can create gaps in the way you deliver customer support. When your internal teams don’t fully utilize […]
Companies can survive from an onslaught of business disasters—sluggish sales, lack of clients, and even public relations crises. But once employees quit in droves, it can be difficult to recover. Employees will always be the most important asset of any firm, especially call centers. Their passion and skills drive good customer service performance, helping brands […]
More and more customers are falling in love with online shopping, but are you delivering the quality of customer support they deserve? A growing number of entrepreneurs are starting to favor e-commerce over brick-and-mortar stores, mainly because of lower startup costs. Taking your business online means you no longer have to worry about renting a […]
Around 100 new foreign companies are planning to invest in the Philippine business process outsourcing (BPO) segment. Benedict Hernandez, President of the Contact Center Association of the Philippines (CCAP), announced this during a press conference last August 3 at Marriott Grand Ballroom, Pasay City. The press con was held to promote the 11th International Contact […]
Virtual meetings are becoming popular in outsourcing environments for a lot of reasons, including low cost, high efficiency, and ease of setting up. For outsourcing companies and their clients, online meetings are revolutionary. They’re cheap and easy to set up, requiring only an internet-enabled computer, a webcam and headset, and a video conferencing software.
English may be one of the world’s most widely recognized languages, but it’s far from being consumers’ sole language of choice when it comes to customer service. Now that personalization has become the standard of good customer care, international brands are under pressure to tailor-fit their services to a multicultural market. But does the customer […]
Providing the same quality of customer service across all touchpoints, including in-store interactions, would let you build lasting relationships. Today’s fast-paced retail industry forces brand owners to focus on tech-based customer service, often delivered via the smartphone. But now more than ever, entrepreneurs must provide the best customer experience across multiple touchpoints, including in-store interactions.
Are the performance metrics you’re using for your call center still relevant in an omnichannel setup? The trick in delivering high-quality customer support is to understand what truly matters to customers. It means learning about their evolving demands and then coming up with services that would satisfy those standards. Although it sounds simple, however, it’s […]