Behind every successful contact center lies a diverse and dedicated workforce that keeps the wheels of customer service turning. Within these bustling hubs of communication, you’ll encounter a fascinating array of individuals, each contributing their unique skills and characteristics to the overall operation. And while these groups of people may have the same type of […]
Are you screening your prospective employees for these skills? Tech-savviness and language proficiency often top the list of the most desirable qualities of customer support reps. These are the same things that call center managers look for as they aim to build a stellar support team. But as we focus on these qualities alone, are […]
Let’s face it—call centers can’t survive without technology. They constantly rely on Internet connectivity, smart devices, and automation tools to communicate with customers. Is this dependence becoming unhealthy? Contact centers started to embrace an omnichannel strategy when handheld gadgets became popular. Most of them now deliver customer support in various modes—live chat, social media, email, […]
One would think that empathy would come naturally for everyone, as it’s one of the main building blocks of effective communication. But in our modern world, fixation on technology and the continuously shrinking attention span are crippling our ability to understand how others feel. This is bad news for companies—especially call centers—whose success depends on […]
A swelling number of companies are starting to offer longer weekends—three days, to be exact—to their employees. Can 24/7 call centers also pull this off? The idea of a 40-hour, 4-day work week (and hence 3-day weekends) is quite new, but it’s already garnering plenty of thumbs-up across industries.
Call centers need agents who are disciplined and productive, but are strict call center policies the solution? When it comes to call center management, the efficacy of call center policies in enhancing employee productivity is a topic of endless discussion. However, this discourse is highly important as organizations try to strike the right balance in […]
Call center leader underperformance is the last thing outsourcing firms want. Here are several reasons why this happens. Call center team leaders keep members together, foster a positive work environment, and ensure exceptional customer service. However, there are instances when they face challenges in their roles, leading to call center leader underperformance. Today, we’ll be […]
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, […]
An omnichannel customer service strategy allows brands to connect with their clientele in better ways, but are you sure you’re doing it right? Technology management—the set of management principles that integrates tech resources to create an innovative process—will never be an easy task. That’s why many business leaders struggle with implementing a flawless omnichannel approach. […]
Call Center Agents Call Center Industry Customer Experience Global Outsourcing Philippine Outsourcing News
Whenever businesses talk about outsourcing initiatives, it always comes down to a market that utilizes business process outsourcing (BPO) services. With a growth rate of 16% and a revenue of nearly $30 billion, the Philippines is known as one of the top call center countries in the world. What made Philippine call centers a dominant […]