Call centers bridge disjunct customer journeys and facilitate touchpoint transitions. And if that s not enough, they turn disappointed customers into happy ones. Too often, call centers are considered part of the logistics of a business instead of a central component of company branding. Many retailers are unfortunately stuck with the idea that the customer […]
Social customer service channels can generate positive responses from your customers, so every brand manager must know how to properly handle them. Social media websites are great for sparking brand conversations, primarily because it’s a place where people do nothing but talk or share something with one another. Although social customer service channels offer advantageous […]
Is your customer service slowing down? That’s not good. Learn what could possibly cause this here. Customer service guides customers through their journey with your brand. But what happens when the service slows down? Delays, extended wait times, and frustrated customers can become the norm. But why would this happen in the first place? Today, […]
Social media marketing will only work if you re doing it right. If building an online following is a massive challenge, gaining back the audience you lost—meaning, your “un-followers”—is an even bigger trouble. Social media marketing becomes instantly useless if people keep unfollowing you, and that s why most marketers hold a grudge against this […]
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 […]