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There are customer issues that would require human intervention and empathy. In these cases, brands and service providers must be able to target customers’ needs. Read More

For many reasons, however, outsourcing gained a muddy reputation over the years. Some associate it with poor-quality outputs and unfair wages—things that may threaten a company's branding. Because of this, many brand owners hesitate to take their services to a contact center, and it's only to be ex Read More

The advent of social media is fascinating. Although these social networking sites were originally created to enhance personal relationships, they have now evolved as customer service tools. Read More

Open Access BPO contributed $25,000 USD to Allied Services, a top ranking rehab center in North East PA.

"Inspiring fitness. Challenging disability. Changing lives," Ryan's Run works with Allied Services Integrated Health System to help children and adults with physical disabilities. They are o Read More

Customer focus groups allow brands to directly and personally approach customers. This interaction allows them to gather honest and accurate business insights. Read More

Twitter is just as important as your other customer service channels.

With of its convenience and instant availability, Twitter is now being used by customers to voice out brand-related concerns. Read More

Are you hesitating to put up a social media page for your financial company because it seems complicated? These tips will simplify the process. Read More

Customer journey maps help brand managers make customer-centric management decisions. A customer journey map is a visual framework that traces the steps that consumers undergo from the moment they discover a brand up to the purchase stage. By allowing managers to view a brand from the customer’s ey Read More

Don’t let your call center be held back by these five barriers to customer centricity.

It’s crucial to make sure that the voice of the customer is being used to enhance existing services and come up with fresh techniques. Ideally, a contact center must operate on a continuous loop that integrate Read More

Are you guilty of using formal language in social media interactions with your consumers? These tips will help you talk to customers in a friendlier way. Read More