Build meaningful customer relationships based on emotions

Everything you tell your customers through your digital marketing campaigns and customer support interactions can leave a significant impression among them. This is why it’s important that all your communication strategies are streamlined to convey a single and clear message.

Top 6 customer service mistakes callers hate the most

As people’s expectations evolve, customer service has become more than just answering calls. These days, to deliver excellent support, brands have to be on top of the latest trends, processes, and technologies. They must consolidate these well to provide a consistent and seamless customer experience across multiple touchpoints.

Is it time to redesign your call center?

In recent years, there have been drastic changes in office design trends. Companies have started to bring so much personality into their spaces. By doing so, they cultivate employees’ creativity, allowing them to relax and express their individuality.

What’s getting in the way of your market research?

Almost every brand out there has sophisticated means of gathering customer insights. But this alone isn’t enough. What makes a successful market research is an organization’s ability to understand data and apply what they learned to day-to-day operations. But as the data that companies handle become even more complex, getting to know customers is also becoming more challenging.

3 Reasons why real-time analytics matters

You’ve probably heard the term “real-time analytics” before. It’s an all-encompassing concept being used across different industries and is especially popular among business process outsourcing (BPO) companies. Broadly speaking, it refers to an organization’s ability to use available data and resources when they’re needed. In call centers, however, this term simply means monitoring customer transactions as they happen in real time.

5 Types of content moderation for social media sites

Given the massive amount of content posted on the social web every day, businesses need content moderation to screen each and every submission they receive from their online community. With this process in place, social media managers can be sure that all kinds of content—from written posts and comments, to images and poll responses— follow the brand’s guidelines and are free from fraudulent claims.