Those who don’t adapt can become stagnant. This is true for any industry, but it is especially poignant in the customer service space, where repetitive days and upset customers can quickly drain customer service representatives (CSRs) of their passion for the work. How do you remedy...
Customer service agents usually say a slight variation of the same thing at the beginning of every call. After a while, this can get monotonous for the agent and can result in a less-than-enthusiastic response from the caller. So how can you improve your call center...
Many American businesses are facing major labor shortages and staffing issues. This is due to a myriad of factors, including: High costs: It’s getting more and more expensive to recruit and maintain talent Attrition: Companies can’t seem to hold onto the employees they already have While these...
Too many BPOs and call centers are hyper-focused on the wrong hiring qualifications. They want customer service agents with years of experience, specific industry expertise, or completed a certain level of education. In reality, none of that matters. There are other expectations call centers should have...
Improving customer experience and satisfaction is the goal of every BPO and customer service center. But what does it really mean to improve customer satisfaction? We think it simply requires a willingness to listen and treat every caller like the individuals they are. But that may...
October 25, 2021 – Are you struggling to integrate a bilingual employment strategy into your company culture? You’re not alone. As companies continue to gain a global reach, they need to learn how to accommodate different languages and cultures into their processes. Fortunately, you can...
Every company longs for a better customer service experience, so they try to improve how their call center agents communicate with their callers. But are those changes beneficial? Are they based on proven strategies? The answer should be “yes,” but that is often not the case—many...
Business outsourcing is the practice of hiring an organization outside your company to perform a service or create goods. This is usually done as a cost-cutting measure, but it also allows companies to work with experienced professionals in a specific service niche. That’s why outsourcing...
How do you find the right candidate for a job? Between labor shortages and the shrinking labor force, that’s the question most companies are asking right now. So what can you do to find the right people? First, let’s address the common shortcomings of some...
Depending on how detailed you want to get, there can be any number of customer journey stages. But to simplify things, let’s start with the basic three phases people go through to become a customer. 1. Acquisition Acquisition refers to the first time a person becomes aware/interested...
