Your customers are changing, but are you? A large part of a brand’s customer service success rests in the hands of its 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 chance. […]
One-on-one call center training steps in when group sessions just won’t cut it. Here are some tricks on how to make it work. In customer service, one-on-one call center training is one of the effective strategies for organizational success. The importance of one-on-one call center training lies in its ability to tailor the learning experience […]
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 […]
Facebook kickstarted the F8 global developer’s conference at San Francisco with lots of good news. You can now start creating instant, immersive content for your followers on Facebook!
Agents who can articulate their messages clearly and confidently help establish trustworthiness and credibility. Regardless of the customer service platform, call center agents must always sound confident. Customers are more likely to listen to brand representatives if they appear reliable, smart, and precise. Agents can do this by committing to improve their business communication skills […]
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. Sometimes, though, it’s […]