Delivering an exceptional customer experience sometimes means identifying the crucial moments during the buyer’s journey. Using insights from their customer experience team, brand managers work hard to lay out a straightforward customer journey. In reality, however, the customer doesn’t always follow this path. For example, moving from the point of brand discovery to the purchase […]
In a fast-changing business landscape, all customer service providers must aim to become more knowledge-driven. In a contact center, routine can establish consistency and help familiarize agents with the organization s standards and policies. However, too much of it can also be detrimental to an organization s growth.
Call center mistakes can be too costly. However, there are ways around this, and we are here to talk about them. Call centers are the frontlines of customer service, tasked with providing assistance and solutions to a wide range of customer inquiries and issues. While agents strive to deliver impeccable service, call center mistakes are […]
Customers should always be a brand s main focus, especially in quality monitoring. There’s no better way to optimize your brand’s call center services than through quality monitoring. It serves as the foundation of a proactive customer service that reflects the customers’ voice. And because of this, all customer outreach managers and brand owners must […]
For your sales training programs to drive optimum results, you should know the unique traits of your telemarketers. Telemarketing is an essential component of any type of business because it can readily drive results. It allows a call center to directly connect with their target customers and gain instant feedback. This way, they can […]
The largest city in the Philippines is continuing to accumulate massive power in the BPO arena. Primarily starting out as an agricultural sector, Davao City is now rapidly gaining its much-deserved recognition as a vigorously growing business process outsourcing (BPO) hub.
The Philippines is confident that its six-year revenues (from 2010 to 2016) can amount to $25 billion, thus fulfilling the goals stated in its industry roadmap. The Philippines information technology and business process management (IT-BPM) industry is on its way to hitting $3 billion in revenues by the end of 2016, says the Information Technology […]
If you’re looking for a job, why not try the outsourcing sector? Philippine call centers are offering up to 1.2M jobs, says DOLE. The Philippines Department of Labor and Employment (DOLE) is encouraging fresh graduates, former overseas Filipino workers (OFWs), and other skilled professionals to join the information technology-business process management (IT-BPM) sector. Currently, the […]
Friendly customer service is no longer just a nicety; it has become a necessity in a highly competitive market. Your customers are the lifeblood of your company, and their satisfaction and loyalty directly impact your bottom line and more. One key aspect of delivering outstanding support is introducing approachable and friendly customer service. Today, we […]
Treating customers like VIPs is not just about the products or services being offered. It’s also about the entire luxury customer experience. The luxury customer experience is a carefully curated journey that leaves a lasting impression on customers. But it’s not just any impressive action, either. It has to evoke a sense of exclusivity, exceptional […]