Creating and sustaining a branded customer experience is a continuous process. Using insights from their customer service team, brand managers work hard to lay out a straightforward customer journey. In reality, however, the customer doesn t always follow this path.

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.

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 […]

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 […]

  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 […]

  The largest city in the Philippines is continuing to accumulate massive power in the BPO arena. Primarily starting out as an agricultural sector, Davao City is now rapidly gaining its much-deserved recognition as a vigorously growing business process outsourcing (BPO) hub.