Now that data and various tech tools help brands innovate and provide better services, should we expect them to slow down on outsourcing? Brands have long considered outsourcing as an efficient solution to the overflowing volume of tasks they have to accomplish. Big companies commonly outsource in a large scale, as they have thousands of […]
Speech analytics has the power to transform contact centers into insight-driven organizations. Classified as a high-value subset of data analytics, speech analytics has become one of the most in-demand call center solutions. This tool is popular among companies mainly because it allows them to make evidence-based decisions. They gain useful insights from customer interactions, allowing […]
The Philippine government along with leading stakeholders honored several cities in key provinces for their growing contribution to the country’s information technology-business process management (IT-BPM) industry. In a report, the Department of Science and Technology, the IT and Business Process Association of the Philippine (IBPAP), and Leechiu Property Consultants (LPC) named the cities of Davao […]
Call centers all over the world are growing at commendable rates, thanks to cloud solutions and other customer service technologies. Energized by the proliferation of cloud solutions and other tech tools, the global call center market continues to demonstrate a laudable growth. According to the latest report by technology research and advisory company Technavio, this […]
The fact that many entrepreneurs often don t realize is that it takes only a few clicks to build customer loyalty. The plethora of platforms that customers use to talk about products and services has triggered a rapidly swelling volume of complaints, and many managers are unhappy about it.
Forecasts for the Philippines’ healthcare outsourcing sector remain positive, especially with the help of promotional efforts by the government. Aiming to expand employment and attract new investments, the Department of Trade and Industry (DTI) endorsed the Philippines as a rich destination for health information management (HIM) outsourcing during a US-based conference.
Delivering an exceptional customer experience sometimes means identifying the crucial moments during the buyer’s journey. Using insights from their customer experience team, brand managers work hard to lay out a straightforward customer journey. In reality, however, the customer doesn’t always follow this path. For example, moving from the point of brand discovery to the purchase […]
In a fast-changing business landscape, all customer service providers must aim to become more knowledge-driven. In a contact center, routine can establish consistency and help familiarize agents with the organization s standards and policies. However, too much of it can also be detrimental to an organization s growth.
Call center mistakes can be too costly. However, there are ways around this, and we are here to talk about them. Call centers are the frontlines of customer service, tasked with providing assistance and solutions to a wide range of customer inquiries and issues. While agents strive to deliver impeccable service, call center mistakes are […]