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Scaling Your Customer Support

Scaling Your Customer Support

Four Ways to Effectively Scale Your Customer Support Call Centers While many companies are already focused on multichannel customer support, they often struggle to balance productivity, scaling, and maintaining a great customer experience. Here are a few practical tips to help your company stay productive and scale your customer support call centers, without making your …

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Multilingual Customer Support

Multilingual Customer Support

Keys to Effective Multilingual Customer Support Many businesses have gone international both in terms of outreach and operations.  The global business environment has driven many companies to outsource customer support operations to meet customer demands – such as 24/7 service, great customer experience, and multilingual support.  For a call center to remain competitive, they need …

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Improving Customer Satisfaction

Improving Customer Satisfaction

Four Keys To Improve Customer Satisfaction Clients are becoming more demanding in terms of quality and speed of customer contact. Time is limited and they can often take their business elsewhere in a heartbeat. The stakes are high for winning new customers, retaining them, and ensuring that they are happy and willing to spread the …

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Contact Center

Contact Center

Five Contact Center Outsourcing Mistakes The contact center is one of the most important departments in any organization. Contact center agents have the most direct connection with your customers, the people who ultimately determine whether your business succeeds or fails. Considering how important the contact center is to business success, plenty of mistakes are still …

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Advantages of Outsourcing

Advantages of Outsourcing

Operating an in-house call center involves significant upfront investment plus relentless ongoing fixed & variable costs.  Internal call center operations also place intense demands on human resources, require complex technology, and can distract from focusing on your core business.  Therefore, an increasing number of companies are realizing that keeping these operations in-house are not always …

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Customer Support Metrics

Customer Support Metrics

Top Five Trackable Customer Support Metrics Satisfied customers are the life blood of every business. They grow your revenues, bring repeat business and spread the good word about your brand. A great customer experience goes a long way in making customers happy. One of the best ways to track the performance of your support team …

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Call Center Guidelines

Call Center Guidelines

Six Call Center Outsourcing Guidelines Call Center Outsourcing can be a great move for your business – or a painful mistake if done incorrectly. Here are some guidelines that will help ensure that outsourcing to an external call center service is successful for your company: 1.) Find A Real Partner When outsourcing to an external …

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Offshore Call Centers

Offshore Call Centers

Domestic vs Offshore Call Centers Offshore. Call. Centers.  These three words can often invoke negative feelings to consumers in many western nations.  Much of that is justified.  Some companies have implemented offshore outsourcing services in India or The Philippines incorrectly over the years.  They staffed poorly trained agents with thick accents and did everything possible …

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Email Support

Email Support

Tips for Better Email Support Think email is “Old School”? Think again.  Social, text, live chat and advanced self-service are creating a lot of buzz in contact centers these days, but now is not the time to forget email. It’s time to make it better.  Many customers still prefer to email customer support. Phone remains …

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