Are the performance metrics you’re using for your call center still relevant in an omnichannel setup? The trick in delivering high-quality customer support is to understand what truly matters to customers. It means learning about their evolving demands and then coming up with services that would satisfy those standards. Although it sounds simple, however, it’s […]
Improving customer service is a top priority for many businesses today, and developing a mobile app offers a promising niche for such an endeavor. A few years back, brands started launching their own mobile apps because it was the cool thing to do. It was a trend and a digital marketing stunt, something that will […]
Shortcomings in call center agent productivity can’t be tolerated. How can call center management can work around these problems? As a call center manager, you understand the significance of maintaining high productivity levels to ensure excellent customer service and business success. Do you know what happens when call center productivity is being stifled? When call […]
Live chat is the channel of choice both for brands and customers. It can save you a lot of time and money, while letting you personalize customer interactions. There’s no denying that customers love live chat. A survey revealed that as much as 41% of customers prefer this channel, compared with 32% for phone, 23% […]
Open Access BPO, a multilingual call center in the Philippines, is happy to announce the launch of its freshly upgraded corporate website. We at Open Access BPO aim to provide users a smooth online experience—and this is what we’re giving you through our newly redesigned website.
Data analytics, borne out of the need to make sense of big data that contact centers collect during their everyday operations, is completely changing the way brands deliver customer service. Brands are always on the hunt for new ways to add value to the services they bring to customers. As the consumers’ standards of good […]
Customers always have a high standard when contacting support. In fact, there are some customer service blunders that they find frustrating. Customer service, a vital aspect of any business, often serves as the frontline for engaging with customers. However, customer service blunders in this critical department can quickly turn a customer’s experience sour. Let’s have […]
Multichannel success doesn’t happen overnight. There are a lot of factors to consider, and here’s a checklist to help you with it. Mastering multichannel success is not just an option—it’s a necessity. Customers expect seamless interactions across various platforms, and their satisfaction, loyalty, and retention depend on it. Today, we will outline eight essential elements […]
A strong social strategy is a prerequisite of memorable online customer interactions. Social media websites like Facebook and Twitter provide brands a range of opportunities to connect with their target audience. Through social platforms, you can promote new products, provide customer service, or just talk to customers in a relaxed manner. For many brands, however, […]
Just because you have your call center training program in place doesn’t mean you’re ready to deploy agents right away. As a call center manager, you understand the critical role that call center training plays in optimizing call center productivity and delivering exceptional customer service. A well-designed and implemented call center training program equips your […]