For call centers, the key to global dominance is multiculturalism. Our modern world, one wherein distance and time gaps are becoming irrelevant, empowers global brands. Largely aided by technology, globalization provides businesses a rich array of opportunities—from far-reaching influence to stronger branding. It’s safe to say, therefore, that entrepreneurs are in a niche conducive for […]
Introverted and extroverted call center agents have a unique set of strengths and weaknesses when it comes to delivering customer service. It’s no surprise that contact center managers would usually hire agents based on their personalities. Extroverted applicants, who are generally seen as outgoing and at ease in groups, are usually favored over introverted ones, […]
Philippine President Benigno Aquino III signed on Monday, May 23, the law that would create a separate Department of Information and Communications Technology (DICT). Republic Act 10844 streamlines all functions related to information and communication technology (ICT). A government body that keeps several co-dependent processes in one place ensures that IT management will be centralized. […]
Customer focus groups allow brands to directly and personally approach customers. This interaction allows them to gather honest and accurate business insights. Knowing the behavior of your customers and understanding their needs are keys to giving them good services. To nurture your market, your services must be aligned with the interests of your customers, as […]
Twitter is just as important as your other customer service channels. With of its convenience and instant availability, Twitter is now being used by customers to voice out brand-related concerns. Recent statistics show how this micro-blogging platform emerged as a core element of brands’ customer service. According to Twitter, the number of tweets directed to […]
Because data is the lifeline of call centers, having a reliable backup system is a must. Call centers handle massive amounts of data every day. They deal with customer information, company-owned data, financial transactions, and databases. These data pile up over time as more customer interactions are being managed and new communication channels are being […]
Create a strong online presence for your financial firm by wisely using social media as a customer support channel. While other B2C firms, especially those who are in the retail sector, were quick to establish a social media presence, the financial services industry lags behind. Mostly, it s because they abide by a stricter set […]
The demands of millennial customers are so different from those of the earlier generations, and call centers have to respond fast. Call centers must be open to changes so they can respond effectively to the changing needs of customers. If not, they compromise the capacity of brands to forge genuine relationships with their target sectors.
Customer journey maps help brand managers make customer-centric management decisions. A customer journey map is a visual framework that traces the steps that consumers undergo from the moment they discover a brand up to the purchase stage. By allowing managers to view a brand from the customer s eyes, they can make decisions that would […]
All call centers want to be customer-centric, but why are so many still failing? In this age, call centers are left with no excuse to justify poor services. Because the methods, technology, and tools for collaborating with customers are within their reach, they’re expected to build a customer-focused culture. But as many of them are […]