Call center resignations negatively affect employees who work hard to keep up with demand. Luckily, there are ways around this setback. Employee turnover is a reality that call centers often face. Call center resignations can disrupt operations, lead to loss of knowledge, and affect overall morale. However, with effective resignation handling strategies, you can mitigate […]
Outbound call center services allow brands to reach customers in a more proactive way. A quick glimpse at call centers today would tell us that they re leaning more toward inbound than outbound services. Outbound’s close links with telemarketing seems to have given it a “dirty” reputation, especially now that brands can easily take their […]
As tools for customer self-service, visual aids help customers easily follow instructions and fully understand a product’s features. Customer self-service is rapidly becoming the new norm. With this feature, you re not only providing people an option, but you re also allowing them to make decisions independently. In other words, it empowers consumers by letting […]
Everybody knows how effective social media customer service is. But not everyone knows how to maximize its use. Virtually every company recognizes the need to have a presence on social media. However, while many are active on these platforms, a significant number fail to fully capitalize on their immense potential. These days, it’s impossible to […]
Your customers are changing, but are you? A large part of a brand’s customer service success rests in the hands of its frontline employees. Customers form impressions of brands based on how they were treated by their representatives. One instance of poor service can dissuade them from trusting your brand or giving you another chance. […]
One-on-one call center training steps in when group sessions just won’t cut it. Here are some tricks on how to make it work. In customer service, one-on-one call center training is one of the effective strategies for organizational success. The importance of one-on-one call center training lies in its ability to tailor the learning experience […]
Technology, a booming business environment, and strong government support aren t the only pillars raising the Philippines IT outsourcing sector to its world-class stature.
As contact centers are focusing more on the customer experience, would scripting still be relevant? Making customers happy through seamless interactions has never been more important, especially now that they can voice out their sentiments about a brand through social media. Brands are thus working even harder to meet customer needs, the most crucial of […]
Fueled by technology and the transition to a customer-centric focus, call center jobs are transforming right before our eyes. Both brand owners and customer service managers must be aware of how call centers are evolving today. The boom of digital channels, proliferation of tech-savvy consumers, and brands emphasis on the customer experience all contribute to […]