What’s preventing your call center from being customer-centric?

Becoming a customer-centric company is probably every manager’s dream. In a marketplace where every firm is competing for customers’ attention and loyalty, business leaders know that they can’t afford to lose customers. Great products and services are not the only requirements to make it to the top. More importantly, the way businesses create connections with customers will impact its longevity and success.

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.

Breaking down the concept of authenticity

Authenticity. This term has such a nice ring to it, doesn’t it? It’s full of promise and potential. Entrepreneurs know that this is the key to building customer loyalty. And while all business organizations strive to exude this quality, very few actually do.

Factors that truly matter in web design

Businesses today invest in digital marketing to be competitive online, establishing and strengthening their web presence by developing a website. With this, companies would be able to spread brand awareness on the social web, making it easier for them to engage with both existing and potential new customers.

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.