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Transactional vs knowledge-based call centers

In a fast-changing business landscape, all customer service providers must aim to become more knowledge-driven. In a contact center, routine can establish consistency and help familiarize agents with the organization s standards and policies. However, too much of it can also be detrimental to an organization s growth.

What to do when call center agents make a mistake

Should managers stick to the company s policy or prioritize the customer experience at all costs? Aside from building a relationship with customers, error-free customer service is one of the main priorities of brands and outsourcing companies. However, no matter how much effort a call center exerts to ensure accuracy, errors are an inevitable part […]

Quality monitoring tip: Listen to your customers

Customers should always be a brand s main focus, especially in quality monitoring. There’s no better way to optimize your brand’s call center services than through quality monitoring. It serves as the foundation of a proactive customer service that reflects the customers’ voice. And because of this, all customer outreach managers and brand owners must […]

The 4 types of telemarketers

  For your sales training programs to drive optimum results, you should know the unique traits of your telemarketers. Telemarketing is an essential component of any type of business because it can readily drive results. It allows a call center to directly connect with their target customers and gain instant feedback. This way, they can […]

Philippines’ IT-BPM could earn $3B by year-end

The Philippines is confident that its six-year revenues (from 2010 to 2016) can amount to $25 billion, thus fulfilling the goals stated in its industry roadmap. The Philippines information technology and business process management (IT-BPM) industry is on its way to hitting $3 billion in revenues by the end of 2016, says the Information Technology […]

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Open Access BPO
Open Access BPO3 days ago
Call centers cannot afford data loss. However, circumstances like hardware glitches, #cyber attacks, and natural disasters can lead to this.

How do you protect the lifeline of your #CallCenter in such cases? Find out in this blog: https://zcu.io/bjPx

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO4 days ago
Your customer service defines your business. The first step to ensuring that you do the right thing is to adapt the language that helps you deliver excellent #CustomerSupport: https://zcu.io/JRI2

#WeSpeakYourLanguage #CustServ #CallCenter
Open Access BPO
Open Access BPO6 days 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 BPO7 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 BPO1 week 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 BPO2 weeks 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