Taking control over a conversation without offending a customer is one of the most important communication skills every support rep must master. For contact centers that receive an overflowing amount of calls, keeping conversations short is crucial. Support reps must solve problems quickly so they can attend to pending customer requests. The tricky part, however, […]
Effective training programs that promote cultural sensitivity have been in demand in recent years, and you can observe this trend across industries. Mainly, it’s because we live in an increasingly connected world. Today’s most competitive brands set their sights not only on one specific market group but rather on multiple sectors. Therefore, interacting with diverse […]
Scripts may be effective in steering conversations in the right direction, but they rarely work for communicating empathy. Empathy, long been regarded as an essential component of successful customer support, makes interactions more meaningful. Taking it out of the equation is like punching a gaping hole right through otherwise productive dialogs. Without it, brands are […]
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 […]
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 […]
The Technical Education and Skills Development Authority (TESDA) recently announced the roadmap for the National Technical Education and Skills Development Plan (NTESDP) 2023-2028 which will focus on digitalization and collaboration with the business process outsourcing (BPO) industry. The announcement follows a report that 84.72% of TESDA’s graduates have been employed in the information technology business […]
