A swelling number of companies are starting to offer longer weekends—three days, to be exact—to their employees. Can 24/7 call centers also pull this off? The idea of a 40-hour, 4-day work week (and hence 3-day weekends) is quite new, but it’s already garnering plenty of thumbs-up across industries.
Call centers need agents who are disciplined and productive, but are strict call center policies the solution? When it comes to call center management, the efficacy of call center policies in enhancing employee productivity is a topic of endless discussion. However, this discourse is highly important as organizations try to strike the right balance in […]
Call center leader underperformance is the last thing outsourcing firms want. Here are several reasons why this happens. Call center team leaders keep members together, foster a positive work environment, and ensure exceptional customer service. However, there are instances when they face challenges in their roles, leading to call center leader underperformance. Today, we’ll be […]
Taking control over a conversation without offending a customer is one of the most important communication skills every support rep must master. For contact centers that receive an overflowing amount of calls, keeping conversations short is crucial. Support reps must solve problems quickly so they can attend to pending customer requests. The tricky part, however, […]
An omnichannel customer service strategy allows brands to connect with their clientele in better ways, but are you sure you’re doing it right? Technology management—the set of management principles that integrates tech resources to create an innovative process—will never be an easy task. That’s why many business leaders struggle with implementing a flawless omnichannel approach. […]
Call Center Agents Call Center Industry Customer Experience Global Outsourcing Philippine Outsourcing News
Whenever businesses talk about outsourcing initiatives, it always comes down to a market that utilizes business process outsourcing (BPO) services. With a growth rate of 16% and a revenue of nearly $30 billion, the Philippines is known as one of the top call center countries in the world. What made Philippine call centers a dominant […]
Telling great customer support stories not only breathes life into your marketing strategy. It also lets you place your most-prized customers under the spotlight. Gathering valuable stories from your customers is an excellent way to make them part of your marketing initiatives. Doing so would make them feel valued, which can boost their brand loyalty. […]
Strong and effective leadership is crucial in call centers. A management approach that suits your organizational culture and reflects employees’ interests can help reduce attrition and turnovers. Aside from this, good leadership boosts work productivity and employee engagement. Competent supervisors create a positive environment wherein agents feel valued and motivated. These qualities, when embedded in […]
What may seem like a trivial mishap is enough to make customers think you don’t care. Customer experience matters now more than ever. It’s not just a business strategy, it has become brands’ primary selling point—the most important factor that sets them apart from their competitors.