Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
Is average handle time still relevant now that more and more customers expect personalized services? Many call centers have always included average handle time (AHT) in their primary metrics when...
Hiring part-time employees is becoming a common trend among contact centers. It’s indeed a more flexible arrangement, but the management aspect can be challenging. More and more call centers are...
Using the data they gather from consumers, call centers can help transform brands. Gone are the days when call centers can afford to just be “transactional” organizations. In fact, if...
Easy customer service is a term that a lot of consumers expect brands to provide. But what does this concept entail? Easy customer service plays a crucial role in meeting...
What happens when brands make decisions based on erroneous information? Call centers generate massive amounts of data every day. The big data explosion in these frontline organizations is effected by...
In a productivity-focused setting like a call center, it seems there’s no room for lazy agents. Or is there? As a manager, we’re sure you’ve encountered this employee before: the...
Customer centricity is an elusive goal for many contact centers, mainly because there are several smaller goals that must be targeted in order to achieve it. As a whole, focusing...
There’s an old adage that goes, “The whole is greater than the sum of its parts.” In one word, we can refer to this as “synergy,” a crucial concept in...
What does the Philippines have to do to move up the outsourcing value chain? The Philippine outsourcing industry is more than just a lucrative enterprise. It’s now on its way...
There’s no one-size-fits-all approach to making customers happy. In delivering excellent customer service, you have to consider the type of your business and what clients expect from you. B2B companies—businesses...
When agents leave, brands face constant hiring, long training cycles, and inconsistent service. All of these cau dents on customer trust and brand loyalty.
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