A call center is typically made up of professionals coming from different cultures or backgrounds. Each employee is likely to have differing workplace habits and values, all of which can result in conflicts. It’s important to resolve any form of disagreement between and among employees before it escalates into a full-blown chaos. An unhealthy workplace […]
If you’re running a business, one of your main goals may be to expand to new markets outside your domestic borders. But some mistakes can lead you to failure. In the process of expanding, it’s possible for business owners to make some mistakes. Even the most seasoned entrepreneurs are prone to overlooking these lapses, especially […]
There are 7.5 billion people in the world, but only 3.7 billion are connected to the Internet, which translates to a 49.6% global penetration rate. This figure is quite disappointing, especially when we consider that the infrastructure for Internet access is widely available across the globe. China, for instance, has the biggest number of online […]
In this age, digital transformation is no longer a topic of debate. It’s an imperative for both B2C and B2B companies that aim to become more agile, competitive, and fast-growing. The problem with digitization, however, is that businesses often see it as technology update rather than a business model overhaul. This leads them to thin […]
Let’s admit it: telemarketing can be a tad bit annoying, especially for skeptic modern consumers. These days, customers make use of all the information available to them before making a purchase. They’d research a product online, browse reviews from other customers, and ask their peers to come up with the best choice. This, for the […]
While doing your own research is a great idea, unknowingly believing some customer service myths may throw you off. Customer service has the power to make or break the success of an organization. Unfortunately, there are several customer service myths that can hinder its effectiveness. Today, we will debunk five common customer service misconceptions that […]
Mapping the customer’s journey is important, but did you know that agent journey mapping is also a thing? Discover why it matters here. Delivering exceptional customer experiences requires a deep understanding of the customer journey. However, it is equally important to consider the journey of the agents who provide that service. This is where agent […]
If you’re not training your newly promoted team leaders, you may just be setting them up to fail. Staff and project managementโwhich is the primary role of leadersโis a massively challenging task. It’s thus not surprising that many professionals, even those handpicked for this task, underperform or fail outright once they move into this role. […]
Facebook Messenger wants to become the mobile app for everything. What does this mean for brands? The idea that Messenger is aiming to transform itself from a messaging mobile app into an all-encompassing platform has been making rounds since 2015. And after the recent F8, Facebook’s annual developer conference, it was clear that the social […]
To keep productivity levels high, many call centers implement a performance-based incentive system, allowing them to identify and reward their top agents. Can this technique really boost employee engagement? Rewarding high-performing employees with extra cash or a higher pay is one of the most common engagement tactics that companies employ. It’s especially common among customer […]
