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Customer’s interactions with a call center agent are situations that both the parties do not like. The customer is forced to contact the agent for a problem that should not… read more →

Brands must engage with customers at various touch points. Today’s customers want options even while getting in touch with brands, and they will pick the option best fitting their lifestyle… read more →

FCR (First Call Resolution) is the measuring milestone for all the agents working within call center outsourcing set up. If a customer has to make repeated calls for the same… read more →

Best Approach For Improving Call Resolution Rates Customer satisfaction is the end goal of customer service. Whether you manage the process in-house or have an outsourced call center take care… read more →

Agents are the forte of a call center. The quality of call center services rests on the shoulders of the agents. But there are many call centers which have become… read more →

There is a fierce competition in the present retail industry, where competitors are eating into one another’s share. Wafer thin profit margins can often turn the table for your retail… read more →

When a customer contacts a customer care professional he/she demands a lot of things. They want a professional on the other end to be understanding and give instant solutions to… read more →

Dealing With Difficult Employees We are a lucky company to have a well-knit group of professionals working for us. But that does not mean we do not get the odd… read more →

More Money for More Commitment It seems that the Philippines government is taking rapid strides in realizing the prediction made by Goldman Sachs. This global investment banking firm has estimated… read more →

Outsourced customer service was never forced upon enterprises No doubt, customers have always expected a lot from the service providers. However, they expect even more today because they live in… read more →