Traditionally, outsourcing has been viewed merely as a cost-saving tactic. But nowadays, this strategy has ...
The Importance of Continuous Improvement (Infographic)
Continuous improvement is certainly an industry buzzword which has gained traction over the past few years...
The Emergence and Importance of Having Multiple Channels in a Competitive Market
In this age of digital connectedness, having multiple channels is a fact of life for businesses. As the com...
Top Tips to Utilise Social Media in Customer Service (Infographic)
Gone were the days when businesses had to stick with the old, time consuming and rather expensive methods o...
The Importance of Empathy When It Comes to Debt Collection
It’s uncommon for customers to associate the term “customer service” with “debt collections”. Customer serv...
How to Close Inbound Sale on a Phone Call (Infographic)
Closing a sale face-to-face with a client can be quite a challenge, but winning a customer over the phone i...
Implementing and Complying with PCI DSS in Offshore Call Centres
Protecting consumer data and privacy is paramount these days. To ensure this is achieved, the Payment Card ...
6 Stages to a Winning Outsourcing Partnership (Infographic)
Here’s a little secret… it’s all in the terms of your agreement, the service providers you select and the c...
Training Remote Staff – The Importance of Thorough Training and Ways to Achieve This
Given the many advantages of offshore outsourcing, more companies around the world are adopting the model. ...
In the Age of AI and Bots – Why Call Centres Still Matters? (Infographic)
Artificial Intelligence and chatbots are the latest additions to the customer service landscape. Both promi...