With a strong push toward better Internet connectivity, the Philippines recently held the Telecommunications Summit 2017. It aims to discuss main concerns in the country’s telecom industry, including the costs, coverage, and speed of telecommunications services. Organized by the Philippine Chamber of Telecommunications Operators together with the Department of Information and Communications Technology (DICT), the […]
Customer service professionals know that not all the interactions they’ll be handling will be easy. More often, they’ll be facing tricky situations when talking to customers. It’s true that consumers are becoming more and more demanding these days. Partly, it’s because they’ve grown used to instant gratification, as fueled by the spread of various modes […]
Multilingual employees are sought after everywhere in the world and across industries. But should managers learn foreign languages, too? Customer support firms gain an array of advantages by employing a multilingual workforce. It not only lets them communicate effectively with their multicultural clients, it also enables them to build meaningful relationships unhampered by lingual gaps.
If you’re managing a call center, your goal should be to create an environment where people are productive and empowered. If this were an easy process, more contact centers would be pouring their time and money into this management strategy. After all, the link between employee empowerment and customer satisfaction is clear. Agents who are […]
On average, how long do your customer service reps stay in the company? No one would be surprised if your agents’ average length of stay in the company is pretty low. After all, contact centers are notorious for sky-high employee turnover rates. While the median staff tenure across US industries for the 25-to-34 age group […]
Call centers need to keep up with the changing demands of customers. Here are five ways that agile call centers can do this. Traditional call centers often struggle to keep up with shifting customer expectations. However, agile call centers have emerged as a viable solution to this challenge. The latter type employs a range of […]
Deep consumer insights create the foundation for breakthrough customer experiences that can set your brand apart. Toward the end of last year, ecommerce giant Amazon revealed exciting details about its new brick-and-mortar store. Called Amazon Go, the grocery store promises to eliminate long checkout lines. The idea is to allow shoppers to enter, grab the […]
Sharing these harsh lessons with your customer support team can put a stop to underperformance. If you find your call center agents slacking off, perhaps you need to remind them that the role they play in the company is highly critical. Brand owners depend on them to build meaningful customer relationships, which serve as the […]
Making mistakes is part of being human. We’re all flawed. We all make illogical decisions. And we’re aware of this, at least at a theoretical level. But why are so many of us still trying to shirk our innate tendency to be wrong as though our lives depended on it? Entrepreneurs are especially prone to […]