Speech analytics arms contact centers with customer service and sales strategies that are driven by consumer insight. Speech analytics tools have become commonplace in contact centers. Its adoption is driven by an array of benefits, from fraud prevention to quality management to compliance with service protocols.
Poor leadership needs to be addressed in call centers right away. How can this be done? Spot the call center red flags first. Call centers are dynamic hubs, managing countless customer interactions daily. In this environment, leadership profoundly influences performance. Call center management guides customer service, yet there is always the potential for detriments—call center […]
Sure, you can hire to replace resigning call center agents, but the truth is that employee attrition can cause deeper dents in your profit than you can imagine. Call centers have started to deliver more value, especially as brands realized that what pulls in customers is good service. Call centers directly contribute to total business […]
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 […]