Workforce management solutions help call centers manage their human resources more effectively, allowing them to cut costs and perform better. These days, most contact centers employ a large number of workers. This allows them to deploy multichannel services and respond quickly to customers’ queries. Managing a big team, however, can be difficult without the help […]
Having an outsourcing partner lightens the load for brands, but it doesn’t make them completely safe from these call center nightmares. Call centers play a vital role in delivering exceptional customer service and ensuring customer satisfaction. However, with great responsibility comes the need for preparedness. It’s crucial for brands to be aware of potential call […]
In just a week’s time, Open Access BPO employees Jun Agulto, Clint Ortiz, and Leo Penas will be flying to New York for the world’s biggest marathon. To support Pennsylvania nonprofit organization Ryan’s Run, multilingual outsourcing company Open Access BPO is sending three employees to the TCS New York City Marathon, the world’s biggest race, […]
The Philippines is back in the top 100 economies listed in World Bank’s 2017 Doing Business Report. Rebounding from its eight-step drop last year, the Philippines climbed four spots in World Bank-International Finance Corporation’s 2017 Doing Business rankings.
If your expansion in emerging markets isn’t working out, the problem isn’t the location. It’s your strategy. Investors all over the world have been pouring money into new foreign markets. In 2012, they allotted an astounding $50 billion for mutual funds being channeled into developing countries. But aside from delving into stocks, many entrepreneurs are […]
Table Of Contents Challenges Associated with Call Center Transactions The Need for Transforming Transactional Calls into Conversations Key Differences Between Call Center Transactions and Conversational Interactions Enhancing Customer Experience through Conversational Approach in Call Centers Strategies to Transition from Transactional Interactions to Conversational Interactions The Role of Technology in Enabling Conversational Interactions Best Practices and […]
People are opinionated when it comes to relationship red flags. The same goes for shortcomings in customer relations. As a business owner, you understand the importance of building strong customer relations to ensure the success and growth of your brand. However, despite your best intentions, you may unknowingly be sabotaging these relationships. Today, we will […]
For call centers, efficiency means finding the delicate balance between boosting agents’ productivity and making them happy. Boosting the organization’s performance without affecting agents’ physical and mental wellbeing will always be a challenge for brands and their contact center partners. Customer support reps are prone to burnout because of the very nature of their job, […]
Every email you write is an opportunity to build lasting relationships with your customers. But just like any other communication channel, it also has some limitations. Email support is a staple of every brand’s omnichannel strategy. With 91% of consumers using this channel daily, companies can’t afford to leave email out of their array of […]
The international business landscape is changing at a pace never before seen. McKinsey predicts that by 2025, almost half of the world’s biggest companies will be based in emerging markets, revolutionizing the dynamics of global business competition. Employers are now starting to prepare for this massive shift. More and more of them are taking an […]