Computer repair is perhaps one of the most common duties shouldered by most technical support outsourcing firms nowadays. The personal computer has been a household and office staple for years, but users never seem to cease encountering problems with their PCs whether they have owned their unit for years or have just pulled it out […]
As customer experience management (CEM) is done by studying interactions between customers and brands, companies rely on customer service channels to gather insights that are useful for their service-tailoring endeavors. Most of them primarily monitor call center logs and purchase history to know the pulse of their market and foster loyalty as a result. As […]
CEM, or customer experience management, is defined as the process of collecting and analyzing consumer-brand interactions so that companies can improve their service according to each customer’s expectations.
The decision to avail customer service outsourcing services is a question that even hospitality businesses face. Some may see it as an absurd decision because the kind of services that hotels and restaurants deliver entails physical presence and contact with customers.
Perhaps every Philippine call center has applications that handle data analytics in place to gain customer insight and study employee performance. From the information contact centers gather, they are able to fine-tune their customer service approach according to how their customers want the service to be delivered. Simultaneously, they identify agent performance areas that need […]
Before answering the question, let’s first define MSP. Short for managed services provider, an MSP is a third party contractor that supplies equipment, applications, and services to businesses. MSPs cover a wide range of services, including tech support outsourcing, HR processes, communications, and databases. Companies with largely network-based activities could benefit from an outsourcing partnership […]
Social media marketing will be better than ever in the largest social network today. With Facebook’s newly launched Business Manager, marketers can handle multiple campaigns using one interface.
Aside from greeting and parting with customers using the language they speak, what should a multilingual call center agent do to make the phone conversation go smoothly? There is a universal rule that all contact centers must follow: never be rude. Customer service representatives must always exude courtesy when on the phone with a customer. […]
Philippine call center companies use analytics to anticipate the needs of their customers and keep them happy. From reports on customer reception, employee performance, and even tool effectiveness, they are able to elevate the service they deliver to their market. Call centers use applications to collect, study, and track the information they need in pulsing […]