Effective training programs that promote cultural sensitivity have been in demand in recent years, and you can observe this trend across industries. Mainly, it’s because we live in an increasingly connected world. Today’s most competitive brands set their sights not only on one specific market group but rather on multiple sectors. Therefore, interacting with diverse […]
The advent of social media is fascinating. Although these social networking sites were originally created to enhance personal relationships, they have now evolved as customer service tools. Websites such as Facebook and Twitter are now among entrepreneurs’ top choices for customer care delivery and online marketing. These platforms provide brands and customers a convenient and […]
Every business has a goal of delivering great customer interactions consistently. Fortunately, such interactions have common denominators. Companies are constantly striving to stand out by providing great customer interactions. Understanding the key traits that contribute to such remarkable experiences has become crucial to thrive in a competitive playing field. In this context, it is important […]
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. […]