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How technical support call center operations benefit from non-voice tools

The availability of various customer service tools, such as social media, text messaging, and live chat, lessened call volumes of many technical support call center firms. For some call centers, these non-voice tools can be detrimental to their voice operations, but the truth is that they benefit call centers in many ways. Customers who have […]

3 Ways to smarten customer service

Consumers today need customer service assistance less and less, as technology offers them more and more ways of availing services and sending brand feedback on their own. This is what Forbes claimed in a recent article, saying that the advent of smart, portable, personal devices resultantly smartened customers and reduced their need to go through […]

What content moderation rules should I implement?

Content moderation rules sometimes differ from site to site. The leniency and strictness of the guidelines depend on the types of content being moderated and the overall image that the website wants to project. Posting rules of image-sharing communities, for example, lean more on the technical aspects to ensure that submissions pass the photo quality […]

Can an outsourced inbound customer service team live my brand?

Living the brand is the duty of everyone in your company. Instilling this to people you directly work with could be easy, but for your outsourced inbound customer service representatives, living the brand may take greater effort. Your outsourced staff represents your brand, but they are still technically part of and managed by a different […]

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How can you cultivate #inclusivity in a diverse workplace—or any workplace, for that matter? Listen, then learn.

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Open Access BPO5 days ago
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