Call centers always try to perform at their best, but bad performance reviews still happen from time to time. Check out some recovery measures here. The success of your call center partner directly impacts your brand’s reputation and customer satisfaction. Receiving a bad performance review from your call center can be disheartening, but it’s also […]
Making critical business decisions based on traditional customer service metrics alone can be detrimental to your brand. The customer support industry has been transforming in many ways over the past few years. A large part of this evolution is driven by consumers’ changing expectations and the unstoppable spread of mobile devices. Instead of transactional seller-buyer […]
Can the customer support career path be fulfilling? It can be, if organizations know how to nurture them. Here’s how. The journey from a novice support representative to a seasoned expert can be a rewarding one. In fact, the customer service career path has a multitude of opportunities for those looking to build a fulfilling […]
Facebook is about to launch a unified inbox that would let brand managers handle multiple interactions across Facebook Pages, Messenger, and Instagram. Great conversations allow businesses to forge meaningful customer relationships. That’s why these days, businesses are spending so much time managing their online interactions in multiple social media platforms.
In an age where customers demand so much from brands, transport companies need to do more than just get customers to their destinations. These days, consumers want the best experience out of every brand journey they engage in and every product or service they purchase. Across industries, businesses are under heavy pressure to meet people’s […]
Call Center Agents Call Center Industry Culture Customer Experience Diversity Employee Engagement Performance Management
Research after research have shown that diverse teams, such as those in multilingual call centers, are more productive and creative than homogeneous ones. The caveat, though, is that they’re more difficult to manage. Building a multicultural group is a must for call centers that want to reach diverse consumer sectors, particularly markets that don’t speak […]
Cebu City, one of the top outsourcing hubs in the Philippines, will be pilot-testing two electric trains as a transportation mode for call center agents. Philippine call center agents in Cebu City will soon be able to ride two e-trains when going to and from work. This initiative is part of the city government’s transportation […]
Brands can’t afford to take a trial-and-error approach when delivering their services online. Ineffective strategies would only lead to customer churn, profit loss, and a poor reputation. Before taking your customer support to social media, you need a solid strategy for monitoring, measuring, and improving your game. This, however, is also the trickiest part. Small […]
Excellent customer support is the key to increasing retention and market loyalty, but what if your outsourced agents can’t communicate using your brand’s voice? All brands, regardless of size and industry, need to project a consistent identity across all the channels they’re using. A solid company branding lets you build a more memorable brand while […]
Every now and then, new customer support trends are being formed as a result of the fast-evolving contact center industry. These fresh concepts, however, aren’t just catchy mantras. The great thing about industry trends is that they give business leaders a large-scale perspective on the strategies that will work for modern consumers. In a sense, […]
