Attrition is every call center’s problem, yet so few of them are doing something about it. High attrition rates in call centers put a strain on all aspects of management. One employee walking out the door can trigger a long chain of resignations or completely mess up the way a team would execute its tasks. […]
Sometimes, security issues to your organization come not from the outside, but from insider threats. Here’s how you can counter them. Data security is a primary concern for businesses of all sizes. It’s no secret that we live in a world where digital information is a valuable asset. Therefore, safeguarding this asset—including against insider threats— […]
Consumers are already exposed to the toxicity of the Internet. Give them a break through content moderation. Content moderation is a critical aspect of maintaining a safe online ecosystem, especially when user-generated content is now prolific. Customers, the lifeblood of any business, are increasingly recognizing the significance of content moderation in shaping their online experiences. […]
BPO companies, with their ability to attract foreign investments and generate billions of revenues, may be the key in establishing a free economy in the Philippines. If the Philippines wants to expose itself to global business practices and local and foreign investments, it must shift its attention to economic liberalization, according to CitiGroup. In addition, […]
Brands and call centers should thank Google for this! The Mobile World Congress has consistently been a great starting point for new, powerful mobile technologies. During the recently concluded exhibition, held February 22-25 in Barcelona, Google called for the wide adoption of rich communication services (RCS) across Android devices. It seems that Google wants this […]
Fourteen of India’s top 15 IT-BPM companies are already operating from the Philippines. And soon, we re bound to see even more of them. The Philippines and India, the two biggest names in the global outsourcing sector, are joining forces to further broaden their reach and explore more business opportunities. After 14 of India s […]
That call centers will soon be obliterated by smart robots isn t a new issue, but the debate is becoming even more pervasive. The Economist predicts that robots may soon steal the jobs of call center agents in the Philippines from right under their nose. This premise is based upon a number of things, including […]
Behind the Philippines long-term success in the outsourcing arena is the collective power of budding business process outsourcing (BPO) hubs dubbed as Next Wave Cities. One of them is Davao City, recently been recognized as one of the most auspicious outsourcing cities worldwide.
In order to create more knowledge-based jobs, the Philippine call centers must embrace the big data revolution. The emergence of big data is supposed to help brand managers enhance the customer experience in innovative ways. For instance, the potential of a single piece of research when applied to the customer service sector is practically limitless.