Prevention is better than cure. But in customer experience, it may be the other way around. Why is this so? Have you ever had a less-than-stellar customer experience with a company’s service, only to be amazed by their efforts to make things right? This phenomenon, known as service recovery, plays a crucial role in maintaining […]
NEW YORK CITY, USโAmidst the cloudy skies and the chilly autumn weather, four of the Philippine call center Open Access BPO’s representatives crossed the finish line alongside the 50,766 finishers of the prestigious TCS New York City Marathon 2017 last November 6. Leo Penas, Ma. Leonisa Cantos, Lizelle Barbosa, and Ezekiel Narcelles trekked 42 […]
One of the avenues where brands reach out to customers is through messaging apps. Learn how these apps impact the customer experience here. Messaging apps and customer messaging services have emerged as popular means of communication, revolutionizing the way people connect and interact. From personal conversations to business interactions, messaging apps and customer messaging services […]
Make up for your brand’s mistakes with a good customer service apology. It’s the first step to redeeming the customer experience. The customer experience is a vital aspect of any business’s success. It can either strengthen or damage a company’s reputation, customer loyalty, and bottom line. In the dynamic landscape of today’s market, mistakes and […]
Asking the right questions yield the right answers. But how do call centers know which questions to ask customers? Here’s how they can hone this underrated skill. Knowing how to ask the right questions in a call center is a good communication skill to master, especially when conversing with customers and working on their concerns. […]
First impressions last long, so make sure your brand has its best foot forward when it comes to customer experience. It goes without saying that delivering exceptional customer experiences has become a top priority for companies seeking sustainable success. An excellent customer experience not only benefits customers who have already been with the brand previously, […]
If you’re suffering from increasing customer churn rates, that’s an indication that you’re doing something wrong. In most cases, customers abandon brands they don’t trust. It may be due to underperformance, ineffective communication strategies, or lack of transparency. However, you need to pinpoint exactly why customers are leaving you. That way, you can come up […]
At a time when customers are communicating with brands using multiple channels, contact centers must have a single and unified view of the customer. You’ve probably encountered the concept of a “single view of the customer” while reading articles, books, or studies about customer service. But most business leaders are still not sure what exactly […]
Table Of Contents Advantages in Startup Globalization Challenges of Startup Expansion Indicators of an Expansion-Ready Startup Outsourcing for International Expansion Startup international expansion is one of the best achievements your company could have. Are you up for it? Find out here. Brands are likely constantly seeking new growth opportunities. One significant avenue to consider is […]
Call center tension can have a huge impact on employee relationships. Here’s a look at 10 of its common causes and how to deal with them. Working in a call center can be a demanding yet crucial job. The success of these operations hinges not only on technology and processes but also on the call […]